December 13, 2017

How You Can Use Video To Enhance Your Customer Support

There’s only so many hours in the day—that’s why top support teams use video to increase deflection and resolve cases 25% faster, all while boosting overall customer satisfaction. Have we piqued your curiosity? Read on to find out how you can use video for customer support to enhance your approach and leave your customers feeling informed, satisfied and empowered to get the most out of their experience with your product or service!

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Personalized Customer Engagement

Don’t let your customers be strangers—use video to engage them on a one-to-one basis!

Video is a great tool both for quick ticket resolution and for nurturing ongoing customer relationships. You can use video to introduce yourself, address support questions or requests, personalize your follow-ups, and send thank-you messages after a customer interaction or problem resolution. With video integration right into your existing helpdesk, it’s easier than ever to provide a seamless experience for both your customers and agents—and best of all, and your customers will be thrilled with the personalized and attentive care they receive!

“Vidyard’s seamless integration with Salesforce Service Cloud allows the VictorOps support team to easily produce highly personalized, technically focused, video support communications to our customer base.”
—Tom Hart, Vice President of Operations at VictorOps

Self Service Support

Put the power in your customer’s’ hands by establishing a central, SEO-optimized knowledge base of interactive digital how-to videos to replace tedious and cumbersome manuals, PDFs, and printed guides. Using video for customer support allows you to walk your customers through an account set up, workflows, strategy, analytics, frequently asked questions, troubleshooting, and so on in a simple and easy-to-digest way. Not only will answering these key how-to questions before a customer needs to request that information improve the overall customer experience but it will also increase your deflection rate—saving you valuable time for the cases that require your full attention.

Full-Service Support

Inevitably, technical issues will come up that require a more personalized explanation. When it comes to more involved questions and troubleshooting where a simple how-to just won’t cut it, video for customer support enables you to create individually-tailored walkthroughs and demonstrations to resolve complex issues quickly.


Perhaps most significantly, video analytics give you deep insight into what is and isn’t working for your support strategy. Not only do Vidyard for Support’s dashboard insights allow you to identify who is watching, but our solution also integrates directly into your existing helpdesk software, enabling you to discover which videos are closing the most tickets—and which might need some tweaking.

Video For Customer Support

The jury’s in and video is the most efficient way to delight and educate your customers, all while empowering your hardworking support team with the resources and strategic knowledge they need to succeed.

Ready to try it out for yourself? Learn more about Vidyard for Support here!

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Carina Rampelt

Carina Rampelt

Carina was a former Vidyard marketing intern. When not creating awesome content she can be found reading, traveling, or listening to the Hamilton soundtrack on repeat.

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