Show, Don’t Tell
Counter-intuitively, but not surprising, millennials value efficiency and speed over service. They are, after all, the generation of convenience. This is why products like cupcakes, makeup, and even bike parts can be bought from vending machines. So it stands to reason that the customer experience journey today should steer away from clunky information portals and automated messages and focus on talking with customers the way they talk to each other: using intuitive apps to show exactly the message that needs to be conveyed. Utilize screen recording software to get your message across in the clearest way possible.
Frustration exists in communication when messages aren’t clear. This is prevalent in companies from customer support to onboarding, marketing and sales departments (to name a few). Let alone the customer/potential customer you’re trying to work with. Think about the work required to answer a question that’s rather easy to show, but arduous to explain via chat/email/ over the phone.
There’s also the inconvenience of schedules not matching up to jump on a call and do a “quick” demo. A brilliant solution is screen recording software. It works like this: a sales rep takes a recording of her screen with CloudApp. She can explain every step of her demonstration clearly as a talking head in the top corner of the computer screen as she simultaneously runs through her process. She may even use the GIF creator to show another client a quick method to navigating her product’s dashboard–super simple, and easier seen than told.
The use of screen recorder, snipping tools, and a GIF creator completely cuts through wordy, textual barriers to deliver precise communication. This is the authentic, efficient, no-extras communication and also the sleek, streamlined communication tools that optimize the customer experience.
Customer support teams using product management tools like screen record and screen share mitigate time-consuming (and frustration-inducing) processes. These tools help them promote the effectiveness of their product and actively soothe the customers who are most likely to churn. Utilizing these tools creates an experience where information is clearly stated without pain points that arise when using chat, phone calls and tutorials that don’t cover specific questions.
A study by Wyzowl reported that 72% of people would rather use video over text to learn about a product or a service.5 Knowing that:
- The average user spends 88% more time on a website with video content,
- 85% of all internet users in the United States watch video content monthly on their devices, and
- 54% of consumers want to see more video content from businesses they support,
it is safe to say that productivity software that implements video will find success and create a long-lasting impact with millennials. Why not make a quick video to show exactly how your product works?
A staggering 5 billion videos are watched on YouTube every day.6 (That’s billion, with a b.) Our society is used to watching videos, likely because video content is a great tool to learn, easy to consume, and a convenient way to digest and retain information on-the-go. This is huge for sales teams. Today’s customers are 95% more likely to remember a call to action after watching a video, compared to 10 percent who read a call to action in text format. This is because videos and GIFs create a unique experience from other ways of receiving information. And there’s data to prove it: a Ragan study reported that more than 60 percent of millennials say they understand information faster when it’s communicated visually, versus just 7 percent who don’t.
Robust products like CloudApp offer teams a number of key features that help them interact seamlessly. These include screen record, screen share, and GIF creation capabilities that speak the millennial customer’s language. Additionally, the platform offers a number of core integrations including Slack, Trello, and Zendesk–echoing the sentiment that millennials value products that can slot into their existing workflows (for more info on CloudApp’s integrations, (Go here: https://www.getcloudapp.com/integrations). Smart integrations create customers that will engage with your product with the same enthusiasm as they would a social media app.