We Create Customer Service Videos To Help You Nurture Your Customers

As marketers, we often think of the moment of purchase or download as an ‘end point’ – a destination. However, in many ways, this moment merely represents the beginning of a new journey. After all, your acquisition and conversion strategies can be the best in the world – but if your customers don’t receive the right post-sale support once they buy, you’re risking low engagement, low retention, bad reviews, and all the resultant effects on your bottom line.

Customer service videos are a great way to make a strong first impression on your new customers. Sending or showing them these resources after signing a contract or completing a purchase is a really strong statement that you’re serious about a long-term relationship, and committed to delivering a great experience for them.

You could reach out to them with a ‘Welcome’ video that thanks them for buying, and gives some tips and information to help get them started. This could walk them through a few important things they should do to get up and running. You could cover features, tools, benefits, and let them know what to do if they need any further help. This doesn’t seem like much, but it’s a great way to reassure your new customers and reassure them that they’ve made a great decision!

When you haven’t heard from, or dealt with a customer in a long while, video is a great way to reconnect with them.

For example, check out this video we created for our friends at New York Life, the Fortune 500 insurance and investment company. This video was designed to reach out and re-engage customers who they hadn’t had any interaction with for a while.

The ultimate goal was to make sure they still had the right products to fit their circumstances.

Even the best products are an eternal work-in-progress – a statement that rings particularly true for SaaS businesses. Imagine you’re about to launch a new feature; it’s probably taken months, if not years, of development and research. And the success of that new feature is entirely dependent on the value it adds to your customers. Of course, if they don’t know about that feature, or fully understand how to use it, then all those hours, all that resource, could amount to nothing.

Customer service videos are a great way to reach out and tell your existing customers about new products. You can explain what the feature does, why you’re introducing it and how they can use it to full effect. You can use screen recording to show features and tools in action, or animation to create worlds – scenery and characters – that are relatable to your customers.

The fact that you’re reaching out with this kind of content to help your customers doesn’t go unnoticed – it’s a great value add, and, again demonstrates your immense commitment to improving their experience of your product.

We all know how important it is to offer excellent support to our customers. However outstanding your product, it’s pretty much inevitable that your customers will occasionally need help or support.

There was a time when that support could only be administered via support calls. Your customer would literally pick up the phone, dial a number, and speak to a member of your team who would talk them through the problem. Clearly, this approach is time-consuming and costly for you – and far from ideal for the customer, too!

Businesses have innovated a number of ways to change this process. FAQ sections, Live Chat, Customer Knowledge Bases – the list goes on. A support video is an amazing tool to support all of these formats. With support videos, you can show your customers the answers to their questions, rather than just telling them.

For example, we’ve created a range of videos to answer our most frequently asked questions about our video process. This gives our customer a quick and easy way to get the information they need, to help them decide whether they’d like to work with us or not.