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The Age of Video-Based Customer Support Has Arrived

Customer experience is one of the best ways for brands to differentiate themselves from the competition. But what's the best way to begin an initiative of that nature? 

Video platform Vidyard is hoping to help take its clients customer support programs to an entirely new level with the introduction of a solution that will make it possible to deliver personalized and interactive video content.

The new Vidyard for Support offering merges Vidyard's video hosting, creation, personalization and engagement solutions with the Salesforce Service Cloud, and it presents a range of useful possibilities. Support reps will be able to record and send custom screen capture videos to show customers how to resolve an issue, publish support videos in a centralized video library hub, and record and share personal video messages through their webcam to explain ideas and connect in a more personal way.

Customer support teams will also be able to manage, track and update content, add interactive surveys, links and questionnaires to any video so that customers can self-close tickets and provide timely feedback, and track real-time video views, drop-off rates and more to understand which content is the highest in-demand and which videos are solving the most cases.

"Today's customers expect information in a way that is timely, personalized and easily understood, and video is the perfect way to deliver those experiences," says Michael Litt, co-founder and CEO of Vidyard. 

"How-to videos are among the fastest growing categories on YouTube for good reason: they offer a rich form of content and higher informational throughput than alternative channels like written articles, emails, or chat. Companies that wish to thrive in this new world must embrace video content to meet the growing demands of customers and to deliver a more personalized and memorable support experience."
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