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? Find out how you can use Zendesk + 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.
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.
Customer support teams can now capture and share personal video messages with Vidyard GoVideo directly within Zendesk to close tickets faster and deliver a more personal customer experience.
“By adding Vidyard GoVideo to our Marketplace, we’re empowering agents to easily create personalized video recordings to add to their support experience,” – Billy Robins, Director of Technology Alliances at Zendesk.
GoVideo for Zendesk empowers reps to:
- Capture Custom Screen Shares: Record and share custom screen capture videos to showcase exactly how to resolve an issue.
- Record Personal Video Messages: Record and share personal video messages with their webcam to clearly explain their response and connect in a more personal way.
- Create On-Demand Video Content: Create on-demand videos and publish to online knowledge articles with the ability to centrally manage, track and update content.
- Add Interactive Video: Add interactive surveys, links and questionnaires to any video so that customers can self-close tickets and provide timely feedback.
- Track Video Analytics: 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.
So why should you start using GoVideo in your Zendesk instance?
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, your customers will be thrilled with the personalized and attentive care they receive.
“With Vidyard GoVideo, our support team now has the ability to create personalized video recordings on the fly too, while also leveraging existing marketing and support library videos within our video content library. This is going to change everything!” – Ryan O’Hara, Vice President of Growth and Marketing at LeadIQ
Self Service Support
Put the power in your customers’ 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.
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.
GoVideo makes it fast and easy to record, share and track personalized video messages as an integrated part of the customer support process.
“We appreciate the tool’s ability to send immediate notifications each time someone watches a support video, so agents understand what videos work well to resolve customer questions.” – Billy Robins, Director of Technology Alliances at Zendesk.
Ready to try it out for yourself? Learn more about Vidyard for Support here!