Video is a great tool for improving the customer experience, even for business-to-business (B2B) organizations. This is especially true for customer support - according to Pitney Bowes, video content improves a customer's understanding of your products or services by up to 74%. Video tutorials show your customers the exact steps to take to troubleshoot or resolve an issue, breaking complex solutions into small segments that are easy to follow. Videos featuring actual agents via webcam also put a real face to your company, increasing its relatability, and makes customers feel more comfortable. Customer service expert Shep Hyken says seeing an agent gives customers a much more personal experience. They know that they're interacting with a real person who can empathize with their situation, not a robot. Here are a few tips for creating customer support videos for your customer support portal that are engaging, informative, and easy to follow:
We've been busy making changes and adding features to TeamSupport customer support software over the past few months and we'd like to share them with you! Rather than send a bunch of separate emails, we thought we'd post a product update and run through the various additions.