How to Add Video To Your Customer Support Strategy: 8 Ways

Article Summary：Video is revolutionizing the way companies provide customer support in the digital era. By adding a video component, support teams can create more personal and engaging experiences for customers that improve issue resolution and build stronger relationships.

Video is revolutionizing the way companies provide customer support in the digital era. By adding a video component, support teams can create more personal and engaging experiences for customers that improve issue resolution and build stronger relationships.

Here are 8 ways to incorporate video into your customer support strategy:

01 Live video chats

Allowing customers to chat live with an agent via video can feel much more personable than a phone call. This level of personal interaction helps customers feel heard and understood. Live video chats also make it easier for agents to pick up on non-verbal cues that may provide important context.

02 Guided self-help videos

Create short, tutorial-style videos that guide customers through common self-service tasks like setup, navigation and troubleshooting. Videos are easier for many to follow than written instructions and help customers solve issues independently.

03 Product demonstrations

Show customers how to properly use your products or services through video demonstrations. Seeing the agent physically interact with a product builds confidence in customers that the agent understands their issue fully.

04 Video knowledge base

Supplement your written knowledge base with relevant support videos. A video format makes complex how-to's and explanations easier to grasp for visual learners. It also keeps support information engaging and approachable.

05 Customer onboarding

Welcome new customers to your brand or service with a personal video from a product expert. A video is a memorable way to establish trust at the start of the customer journey.

06 Appointment confirmations

Send customers a short confirmation video before their scheduled support calls to introduce the agent and set expectations. This personal touch improves engagement and accountability.

07 Training videos

Provide agents with a library of training videos to sharpen their product and support skills from any location. Videos standardize training across distributed teams.

08 Customer testimonials

Feature real customer videos discussing their positive support experiences. Hearing from peers builds social proof that your support is top-notch.

Incorporating video across these touchpoints creates a seamless, personalized support experience for customers from start to finish. Udesk's Video Chat solution allows businesses to easily add live video support to their existing channels. Our solution facilitates face-to-face support engagements that drive stronger relationships between customers and agents.

Take our Video Chat for a spin—for free—to see how it can work for your business.

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