Video messaging has become incredibly popular in recent years. It’s not surprising. There are so many benefits to this form of communication, speed and clarity chief among them.
Has your support team started sending video messages yet? If not, you should start as soon as possible. Don’t worry, we’ll show you how! Keep reading to learn five ways support reps can use video messaging in 2022 and beyond, and how to choose the right tool for the job.
Take Advantage of Video Messaging
Video messaging apps can streamline internal and external communication. Here are five ways you and the rest of your support team can use these tools:
1. Minimize Internal Emails
Email is a wonderful resource. But when it comes to internal communication, it falls short. If you’ve ever spent 15 minutes combing through old email chains, you know this to be true.
Emails take too long to write, don’t easily convey emotion, and can be difficult to refind once they’ve been read and responded to. Video messaging eliminates all of these problems by allowing colleagues to record themselves speaking to one another.
You won’t have to wrack your brain for the perfect words. You’ll simply turn on your webcam and speak your mind. And it won’t matter how eloquent you are because your colleagues will be able to see you, which will make it much easier for them to understand your intent.
Video messaging apps like CloudApp make it easy to organize and refind footage, too, by allowing users to create video collections that can be accessed with the click of a button.
2. Create Explainer Videos
Customers don’t contact support teams to shoot the breeze. They contact them to get information. As you probably know, “How do I do XYZ?” and “Why isn’t [Product] working?” are questions that support reps answer on a daily basis.
Most support teams respond to these queries via email. But like we mentioned above, emails take a long time to write. They’re also easy for customers to misinterpret.
Video messages, on the other hand, can be created quickly. And because they include a visual component, they’re often much easier for customers to understand.
So the next time you need to explain a process, or teach a customer how to use a specific feature of your company’s product, record a video message. Doing so could help you close tickets 3x faster and boost your team’s CSAT score in a significant way.
3. Bulk Up Your Knowledge Base
Did you know that 67% of customers prefer self-service support options?
To effectively serve your customers, you need to build a deep knowledge base for your company, which you can do with video messaging tools. Videos are easy to understand and follow along with, making them ideal content types for your knowledge base.
If you have a text-based knowledge base, create videos to supplement your written content. If you don’t have a knowledge base yet, create videos on the following topics:
- Account Setup: Teach your customers how to activate their accounts, get started with your products, and otherwise get the most out of your company’s offerings.
- Common Questions: Answer the common questions your support team receives via video. Then compile them into a FAQ-style section of your knowledge base.
- Troubleshooting: Show customers how to solve their problems with quick demonstration videos that are clear and straight to the point.
Once you’ve built up a solid knowledge base, you can direct customers to it. Imagine how many more tickets you’ll close per day when support reps can respond to customer questions with a quick link, instead of a long-winded email.
4. Improve Employee Onboarding Processes
Your customers aren’t the only ones who have questions. New support reps have them, too.
How do they access your company’s support ticket software? What’s the proper workflow for [enter situation]? How do they update customer balances? There’s a lot to learn.
Improve your company’s employee onboarding process by answering these kinds of questions with video messages. You’ll help new team members get up to speed faster, while improving company culture. Videos are more personal than text-based documents, after all.
Note: onboarding videos can help seasoned support reps, too. Maybe they forgot how to use a certain piece of software. Or how to implement a specific workflow. Access to internal training videos will help your entire team do their jobs more effectively.
5. Send Personalized Thank You Messages
Finally, use video messaging tools to thank your customers.
You can thank them for purchasing your products. You can thank them for their time after you’ve resolved the issue they contacted you about. And you can thank them for pointing out bugs and/or glitches in your software’s code. Just make sure to thank them the right way…
- Personalize Your Thank You Messages: Your thank you videos should be personalized to each customer. Say their name and mention details of your interaction with them in a positive way—even if your conversation was unpleasant.
- Send Thank Yous in a Timely Manner: Don’t wait a week to send your thank you videos. This will make them seem like an afterthought. Send them in a timely manner so that your customers know how much you appreciate them and really feel the love.
Personalized thank you emails are nice. But personalized thank you videos are WAY better and will help you earn the trust and long-term loyalty of your customers.
Which Video Messaging App is Right For Your Team?
There are plenty of video messaging apps on the market. The question is, which one is best for you and your team? We can’t answer that for you. But we can give you a framework to help you make the right decision. Just ask yourself the following three questions:
Is it Easy to Use?
The video messaging app you invest in should be easy to use. If it’s not, your support reps won’t make it a part of their workflow.
The best way to evaluate an app’s usability is to download it and take it for a test drive. Many apps offer free trials for this exact purpose. Take advantage! Find a video messaging tool that looks interesting to you and run it through its paces.
Is the App Reliable?
Reliability is important as well. Why would you want to invest in a tool that breaks down on you half the time? The answer is, you wouldn’t. So check an app’s reliability before installing.
You can check reliability scores by reading reviews. What do past and current users say about the app? Does it crash on a regular basis? Check popular software review sites like G2 and Capterra to determine if the video messaging apps you’re looking at are dependable.
How Much Does it Cost?
Finally, assess cost. There’s no need to break the bank for a video messaging tool. Especially when there are quality options available to you for free. (More on that below.)
If you can find a video messaging app that’s easy to use, reliable, and fits your budget, you’ve got a winner. Download it as soon as possible and implement it into your workflow!
Give CloudApp a Try
When it comes to video messaging apps, you can’t go wrong with CloudApp.
Our solution is used by more than 4 million people, at some of the biggest companies in the world, including Facebook, Uber, Salesforce, and Adobe. Why? Because it allows users to easily capture their screens, record themselves (via their computer’s webcam,) create GIFs, and even annotate screenshots with arrows, text boxes, and emojis.
In other words, you can use CloudApp to do everything we talked about in this article, from crafting explainer videos to sending personalized thank you messages.
One of the best things about CloudApp is it won’t cost you anything to use. Sign up for your free account today and experience the power of our video messaging platform for yourself. If you want access to premium features, upgrade to the “Pro” plan for just $9.95 a month.
Video messaging apps have the potential to revolutionize your support team. Once you add this kind of tool to your company’s tech stack, you’ll be able to relay information to recipients with greater speed and clarity, while adding a personal touch to all of your communications.
Just make sure to invest in the right video messaging app, i.e. one that’s easy to use, reliable, and fits your budget. Then implement the tool into your daily workflows.