We’ve created support videos for some amazing brands including:
Support Video Examples
These are just a few of the videos we’ve created. We have plenty more to show you, so get in touch if you can’t see a video in your industry!
What Is A Support Video?
When we talk about ‘Support Videos,’ we really mean any video content that’s designed to help and add value to your prospects and customers. Maybe it’s a video you’ve created to help educate someone before they buy, and move them along your buyer journey; maybe it’s an onboarding video, intended to familiarise your new customer with the finer details of your product or service after they’ve bought or downloaded it; or maybe it’s a video designed to support or help your existing customers. Support videos can play a pivotal role in enhancing customer experience and perception of your brand, at whichever stage of the buyer journey you’re looking to improve.
It’s been a pleasure to work with Wyzowl on our new video content over the last year. They’re always prompt and professional in their support. They’ve also been very patient and worked through problems with us as we’ve been implementing our refreshed brand into video content. Nothing is ever too much and the end result of the hard work has always been worth it. We’re looking forward to work with them more in future.
Michaela Walsh – Paymentshield
Why Use Support Videos?
Nurture & support videos can help your customers to better understand your product, brand, or service and this can result in a variety of benefits for your business.
1. Increase Satisfaction
When you increase a user’s understanding of your product, you also increase their satisfaction because they are able to get the most out of it.
2. Reduce Support Calls
Nurture campaigns can save you time and money when it comes to support calls. A small problem that would once take a phone call to solve, could be rectified by one short video. This helps users self-support.
3. Brand Advocacy
Having happy customers is great for brand advocacy and can also result in many new customers being introduced to your business.
4. Educate Your Customers
Nurture videos can be used to educate your customers about your service to help them to better understand how to use it before they buy as well as after they have bought.
5. Higher Engagement
Videos have a much higher engagement level than other types of content, therefore if you want to nurture your customers for whatever reason, video is the best way to keep their attention!
Nurture campaigns give you the opportunity to upsell your current customers by presenting them with other products or services you have that could enhance their current purchase.
I was very impressed with the professionalism and friendliness of everyone involved and can’t fault anyone at any stage! Everything was explained clearly and all queries were answered promptly!
Anthony Gougeon – Capital on Tap
How To Use Your Support Video
It’s important to use your support videos in the right place so that people who need them can find them easily. Here are a few of the places we’d recommend.
Due to their position in the sales journey, support videos are a great fit for email. This is because, whenever you’re reaching out to leads or existing customers, you’ll already have their email address; which represents a route directly into their inbox.
For leads, you can drip feed bits of information and education to help convince the recipient of the value of your product. You can also help them understand how they’d use your products to achieve specific goals, or overcome difficulties, in their day-to-day life.
For existing customers, you can reach out and talk about particular features or benefits, to make sure they’re obtaining the full value of your product.
Either way, video and email are a match made in heaven; according to Hubspot, including video in an email leads to 200-300% in click-through rates. This really helps illustrate the extent to which video deepens and moves along the customer journey.
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 support 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.
Support 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.
Ebook: How To Use Video To Get Your Existing Customers To LOVE You!
Many businesses are sold on the value of video when it comes to brand awareness, product education and customer conversion – but cut back on video content post-sale.
Take it from us: the qualities that make video an incredible tool to attract, convert and close customers, also make it a highly powerful way to nurture and retain existing customers.
We designed this comprehensive guide as a resource to inspire your business to use video to delight and educate the people who’ve already bought from you.
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