September 20, 2017 Brett Singer

Don’t Send a Human To Do a Video’s Job

A smart and well-placed video can answer customer questions or teach a how-to tutorial so you don’t have to

Providing good customer support often means answering questions—often the same questions—again and again and again. Of course, answering those questions ensures a customer will stay happy with your company, but it can also take up a lot of your staff’s time.

There’s an easy way to cut back on that time and make your customer service more efficient: videos.

Your company can use videos to answer frequently asked customer questions, provide updates to your audience or even lead short training sessions. Some of the biggest companies in the world are doing this: Amazon has made animations and videos showing its millions of customers how to address common concerns, and video hosting company Brightcove uses videos to share knowledge among its staff.

Once they’re made, these videos can be shared within the company or with customers so you don’t have to keep spending time and manpower on addressing the same subjects. That means your team will have more time to devote to more important tasks, like growing the company. Here’s how to make it happen.

Make Your Problem Into A Script

Talk to your staff about the questions they most often hear from customers and colleagues, or other bottlenecks that interfere with their day-to-day responsibilities frequently. Make a list of frequently-asked questions, and use that as the basis for your video’s script. If you’re examining a process, consider a step-by-step tutorial video. Try to keep your script concise and clear so the video will be short and easy to understand.

Prep, Practice and Shoot

Once you have your script and camera on hand, you’re ready to shoot and edit your video.

Distribute Your Video Effectively

Find the best channels where the issue you’re addressing most frequently arises, anticipate users’ questions, and make your video prominent and easy to find in the first place they’ll look. Whether that’s a page on your website (FAQs are a common spot for customer-facing content) or an email newsletter distributed to your team, make sure your distribution channel is well-matched to your target audience.

Consider a workflow like Amazon’s, which uses a video addressing commonly-asked questions as a gatekeeper before customers can access contact information for a real person. If the video is sharing news with customers, you can post it to your blog, website or social media accounts.  If you’ve made a training video for employees, you might want to keep the video more private.

Call in a Professional

Looking for a team that can help your company make the most out of training or customer support videos? Bottle Rocket Media can work with your staff to make your videos customer-friendly and easy to use.

Tagged: , , , , , , , ,