Improve Customer Satisfaction with Focused Customer Service Videos

In today’s increasingly busy and competitive environment, consumers want great customer service more than ever before. In fact, 82% of consumers state that they have left a company or chosen to no longer deal with a brand as a result of their poor customer service. As a business owner, finding the time, energy and resources to provide excellent customer service can be particularly challenging, but improving the customer experience by incorporating customer service videos into your onboarding, training and customer operations is possible. 

At Beverly Boy Productions, we’ve spent more than two decades assisting business owners in the producing of top quality video content that can be used for everything from generating new customers to delivering an engaging and effective customer experience to existing customers. In fact, we believe video is ideal for improving the customer experience. If you’re interested in improving the customer experience for your customers, consider the use of customer service videos.

How Customer Service Videos Improve Customer Retention

Today’s customers want great customer service and they want it to be fast, reliable, and effective. Most consumers would rather watch a video to solve their problem than talk to someone. Many are willing to pay more for a product if there’s a friendly onboarding process involved. And the majority will engage in self-support if the option is available. 

Customer service videos can improve your customer service and keep customers engaged with your business by providing:

• Faster answers to questions that your customers may have.
• Easier access to customer support on-demand. 
• The ability for customers to solve their own problems, quickly and easily.
• Access to a support process that consumers prefer.
• A personalized connection that many customers are willing to pay more for.

Great customer service videos provide your customers with the knowledge, support, and efficient access to service that will make them want to remain actively engaged with your brand.

Topics to Cover with Customer Service Videos

If you truly want to improve customer satisfaction, you’ve got to come up with a plan for providing customer service with video. One of the best ways that you can achieve this is by producing videos that will cover many of the more important topics related to customer service and making those videos available to customers on-demand. Consider covering the following topics with customer service videos:

• Product troubleshooting videos.
• New product instruction videos.
• Easy to follow product use case videos.
• New customer account setup videos.
• FAQ videos that answer common customer questions.

Coming up with the various topics that are most essential to cover with customer service videos will largely depend on your internal business needs. You can decide on various topics to cover based on the needs that are most likely to apply to your customers. Consider any questions your customers frequently have, concerns that often come up during onboarding or with new products or services, and any other points that you could cover with video to reduce the resources needed to keep your customer happy without neglecting their needs.

How to Use Videos for Improved Customer Satisfaction

The reality is, customers are not likely to worry much about your customer service until they need to use it, but when the need arises if you don’t rise to the occasion you could risk losing a customer rather quickly. Customers may pay very little attention to your customer service at first, but in the event that they have a problem the products or services you provide and need help fixing it, they’re going to pay very close attention to the quality of the support provided. 

The use of videos to improve customer satisfaction can take many forms. As a business owner that’s looking for ways that you can put customer service videos to use in order to improve the customer satisfaction of your clients, consider the following options:

• Consider the use of video in your post-sale process to thank customers for their commitment to your brand.
• Consider creating onboarding videos that will help your new customers navigate their first few hours, days, or weeks with your brand. Onboarding videos can answer product use questions, provide product troubleshooting videos, and present steps for getting the most out of their relationship with your brand.
• Integrate customer service videos into your customer relationship management system to help customers solve problems that arise, know when to perform maintenance on their products, or otherwise get the most out of their use of the products they purchase from your business.

Improving customer satisfaction with customer service videos that are specifically focused on helping to build a stronger more engaging customer experience can have profound benefits for your brand. Not only do happy customers stick around longer, they’re more likely to purchase from you again in the future and they’re likely to make recommendations that will drive future business for your brand.

At Beverly Boy Productions, producing customer service videos that you can use to improve customer satisfaction among your clients is second nature for us. With more than two decades of experience, and hundreds of satisfied customers, we can’t wait to help you produce top quality customer service videos that will represent you brand in the most professional way. Give us a call to learn more!