As a Customer Service or Support manager, your performance is most likely based on a few key metrics, like:
But you’re also on the front lines of improving metrics you don’t have total control over — retention andNet Promoter Scores — which are central to profitability and growth for your entire company. To say your job is important doesn’t begin to cover it. You’re a vital function. But with limited time and resources, there’s only so much you can do.
What if I said you could give these KPIs a vitamin shot (and I mean that in the Russian Olympic Team sense of the word). We’re talking seriousperformance enhancement.
Don’t worry, it’s perfectly safe and completely legal.
And, your customers will love you for it.
It’s so simple.
Live chats are good. Live chats with screenshots are better. But sending your customers custom-made GIFs, screengrabs or short videos to personally answer their questions?
They won’t see it coming, and they’ll be absolutely delighted.
Sending GIFs, images or videos in response to customer support tickets has an astounding effect on core support KPIs, like first call resolution, average call handling time, and, of course, customer satisfaction.
It’s not just the element of surprise, it’s that visual communication is so much easier to understand than written instructions. If someone has a functionality issue, walking them through each step so they can see exactly what they need to do is so much more helpful than verbal or written instructions alone.
But these visual methods aren’t just advantageous for the customer — they’re more efficient for your team, too. Screengrabs, GIFs and videos can be created in seconds or a few minutes, whereas composing an email could take anywhere from 5 to 15 minutes, and live chats could require even more time (depending on how ‘chatty’ the client is).
And, once you have a screen grab, GIF, or video, you can even use them to populate your FAQ page. Nobody wants to read an FAQ page — but watching it?
There’s a huge desire for that. Why do you think there are so many “How to” videos posted on Youtube?
Visual customer support methods also come with one more very important perk:
When you create a great experience via GIF, your customers just might want to share how amazing you are with their 1001 friends on Twitter, driving up referrals along with your customer support KPIs.
CloudApplets you capture GIFs, HD screen recordings and screenshots and convert to shareable links quickly. But did you know that CloudApp also integrates with customer communication apps likeZendeskandSlack?
Check out these use cases with Zendesk and Outreach for more ideas on how you can use the power of visual communication to give your KPIs a performance boost.