Customer Support Video

3 compelling reasons to reshape your customer service process

July 27, 2017

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3 compelling reasons to reshape your customer service process

The goal as a company is to have customer service that is not just the best but legendary.Sam Walton

Customer service is a time consuming, nerve wrecking activity that needs attention and alertness at each and every touch-point.

One slip, you could potentially blow off a hard-earned customer and a couple of negative tweets could lead to churn rate spiraling out of control. Good customer service is hard work.

What if the panacea to quell all your qualms is an innovative time-saving solution that helps in providing a personalized engagement with your customers – a customer service video platform.

Let’s figure out the need for such a platform:

Email circles are messy

Sample this. A customer has some trouble integrating his XXXX account with your service. How do you do this traditionally?

Email 1

Hi Support,

I am having trouble integrating my XXXX account with your service. I am not seeing anything since my integration.
Am I missing something?

Thanks
David Clarke

Your response:

Hi David,

Please log into the setup page and click on ‘add-ons’. Now find the XXXX add-on, click on “Add”.

This should complete the integration process.

Kindly let me know if the issue persists.

Thanks
Tina

Email 2

Hi Tina,

I don’t see my XXXX orders on the product still. Is this normal?

Regards
David

Your response:

Hi David,

Kindly provide your XXXX store URL and click on publish option.

Please email me if you are still having trouble.

Thanks
Tina

Email 3

Hi Tina,

I followed all the steps. Still, I see nothing. I was told this is a 2-minute process.

This is so frustrating.

I don’t want to do business with you guys anymore. Please close my account.

Regards
David

Oops, that happened!

The issue could have been quickly resolved with a video that explains the where, the how and the what part of the account integration process in a clear and concise manner.

With Hippo Video, it takes only a few minutes to educate your customer:

  1. Click to record
  2. Communicate the information
  3. Share the link

Burst the ‘User guide’ bubble.

Let’s burst the bubble. Customers don’t like to read help docs. You email the link, you load it with screenshots, attach it to your email. It does not matter.

You are forced to spend way too much time answering recurring questions in spite of the fact that you have 30 odd help docs.

Wonder why?

They would rather have their issue sorted out and get back to their work. Pages after pages make their eyes glaze.

On the other hand, a video creates an immediate connection with the user.

The cognitive effort required for viewing a video is half of what is required for reading content.

Watching video is more enjoyable. Moreover, putting a face to a name makes the entire process an intimate, humanized experience.

Traditional support is limiting.

It is game time, Jets vs Patriots, 8:25 pm Thursday night.

But as fate would have it, one of your high-value customer’s insists on having a call to understand the new feature your business is rolling out. You are bummed out.

Scheduling a one on one appointment with customers could take a toll on your social life and office schedule.

What if you could craft a video with a voice-over, screen-cast and lap it up with some background music? Isn’t it a smart way to make your customers fall in love with your product with minimum effort? With Hippo Video, ensure to entice your customers with colorful at the same time resourceful videos that could be watched wherever and whenever they want.

In conclusion, video content is taking over the internet by storm. A whopping 74% internet users engage frequently with video content.

It is time to revamp your customer service by incorporating videos to deliver an exceptional customer service.

Stop pestering customers, start delighting them.

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