Embracing the power of video customer service
The advent of faster ways of connecting to the web means that it is now about much more than text. People are accessing an expanding amount of video content, as shown by the phenomenal growth of sites such as YouTube, which currently receives 3 billion hits per day and adds 48 hours of content every minute.
Video consequently has huge potential for delivering customer service. If a picture is worth a thousand words, a video can be worth a million. For example rather than telling people how to use a product why not show them – either through static illustrations or cost-effective short film clips? People can access this information anytime day or night, replaying it at their own convenience rather than having to make a call to customer service.
An excellent example of a company using the power of video for customer service is Eptica customer Panasonic. It is including a growing number of easy to follow video answers within its Web Self-service solution, accessible by simply asking a question on its website. Whether how to get started with a particular product or exploring more complex functionality, customers are empowered to use Panasonic’s products fully and confidently. The benefits are two fold – technical support queries that could involve lengthy phone calls are dramatically reduced, and, more importantly customers benefit from an enhanced experience that really engages them with the brand. With online video going from strength to strength now is the time for companies to incorporate it into their customer service solution.