Is Video Customer Support the Future of Customer Service?

Gladly Team

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5 minute read

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Most of us are familiar with customer service experiences that take place via phone call, email, and text messaging. With the advent of cloud-based video technology, however, we’re seeing more and more businesses integrating video customer support into their platforms.

If there’s anything we’ve learned from the ubiquity of FaceTime, Google Meet, and Zoom, it’s that video chat has brought a more personal touch to how we communicate with each other. The ability to see each other has made it possible to have a more personal interaction with our friends, family, and loved ones, and now it’s going to help us get closer to our customers.

Below we’ll go over some of the ways that video customer support is changing customer service and why it might be the future.

What is video customer service?

Just like texting, chatting, email and phone calls,  there are a number of applications to video support in customer service. You can utilize video customer support in order to provide:

  • 1-on-1 customer service – Similar to phone calls, emails, chat boxes, and text, video support allows you to have a more personal connection 1-on-1 with your customers.
  • Video tutorials – Video tutorials are a great way to offer assistance on various issues ranging from product/service features to shipping examples. You can design tutorials based on customer feedback to address common questions or issues that your customers are experiencing.
  • Remote team expansions – If you’re expanding or bringing in remote help, videos are great for providing support to your agents through asynchronistic training.
  • Webinars and online classes – Webinars and online classes are great complementary support channels to offer your customers. Offering premium online classes and webinar services can also be ways to invigorate your resources and monetize more advanced lessons.

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Mobile support solutions with on-demand video

Like with most industries today, customers would much rather resolve an issue quickly through an app on their phone than send an email or make a phone call, which means improving the customer experience will involve bolstering your mobile support solutions with on-demand video.

Rather than doing the normal chat or SMS process, which involves a back-and-forth between a customer and an agent, some time to clarify the problem, and even more time to review the issue and find a solution, customers can be met with a link that will answer their question directly through an easy to understand, step-by-step video.

These seamless, easily-integratable tutorial videos work best for common questions and FAQs, but you can also design videos to answer more unique questions or issues.

Video solutions offer an efficient and optimized option for customers on mobile apps, and with the additional asynchronous support, it will allow your agents to multi-task and complete other important tasks.

Live video connections builds customer loyalty

Lack of personalization has led to 64% of customers saying that they feel more like tickets than individuals when working with customer service. If you’re going to build customer loyalty, you need to establish a human connection with your customers that allows them to feel listened to and heard.

Putting a face to your communication channels will allow your agents to build closer relationships with customers and improve the customer experience. Eye contact, smiles, and facial expressions that communicate empathy will provide that invaluable human aspect that’s missing from most communication channels.

Premium support options through video customer support

Video chatting is a common way to offer premium services which can help offset additional costs that come with video support (more bandwidth, stronger internet connection, etc.).

When customers have technical issues, like advanced troubleshooting, it could take hours to resolve and require more than a basic support agent, which could lead to customers having to change agents several times before their issue is solved. Offering a live video chat as a premium option means customers can get real-time support that is both more efficient and personalized.

Proactive customer support through webinars

Webinars have become increasingly popular in the customer service world because of how seamlessly they can address a number of common issues in a single, unified platform.

Well-designed webinars provide engaging, interactive content that can demonstrate how to use a product or service and walk customers through some of the most common issues they might be facing. They’re excellent for highlighting your talented professionals and their personable demeanors as they walk your customers through a particular product or issue.

They’re also very easy to design and strategize around if you’re taking advantage of customer feedback and listening to what your customers are saying.

About Gladly

Gladly is a customer service platform for digitally-focused B2C companies who want to maximize the lifetime value of their customers. Unlike the legacy approach to customer service software, which is designed around a ticket or case to enable workflows, Gladly enables radically personal customer service centered around people to sustain customer loyalty and drive more revenue.

The world’s most innovative consumer companies like Godiva, JOANN, and TUMI use Gladly to create lasting customer relationships, not one-off experiences.

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