Building Brand Value with Customer Service Training Videos

Are customer service training videos the answer to the most daunting of challenges faced by many businesses? Let’s discuss the merits of the approach.

As far as workplace humor is concerned, customer service jokes are one of the most popular categories. And the best part is that it is a dynamic space, with people out there waiting to provide fresh material and much-needed amusement to the customer service people.

Let’s start with this conversation from a radio newsroom:

  • Caller: I just wanted to let you know you’re off the air.
  • Host: Yes, we know. The engineers are working on it.
  • Caller: It would be nice if you put something on the air that says that.

So, how should the ‘Host’ respond in such or similar cases?

Use humor, which is, at best, subjective. Point out the obvious and risk the caller’s wrath. These are decisions your Customer Service representatives will have to make almost instantly.

Not all interactions are humorous. A single unproductive conversation can turn the customer away from your brand to your competitors.

So, is there a case for using Customer service training videos to train your staff or continuing the use of the classroom using PowerPoint slides, PDFs, and handbooks?

Contents

We have made videos for 150+ B2B & SaaS companies.

Explainer Video, Product Demo, Remote Video Testimonials, and more.

Why Use Video for Customer Service Training?

Let’s first look at some statistics:

Source Findings
HubSpot 79% of agents say customers are more informed than they were in the past.

The State of Customer Service in 2023 [Data] (hubspot.com)

NICE 95% of consumers say customer service impacts their brand loyalty, naming easy access, self-service, and professional agents as important factors.

PowerPoint Presentation (nice.com)

Salesforce If the company’s customer service is excellent, 78% of consumers will do business with them again after a mistake.

salesforce-state-of-the-connected-customer-4th-ed.pdf (sfdcstatic.com)

Invesp An increase in customer retention rates by 5% increases profits from 25% to 95%.

Customer Acquisition Vs.Retention Costs – Statistics And Trends - Invesp (invespcro.com)

Zendesk 70% of consumers spend more with companies that offer exceptional customer service.

CX Trends 2023 (zendesk.com)

Statistics don’t lie. A lot is at stake for your business here—goodwill, revenue, and sustainable brand value.

Customer service videos are one of the best ways to ensure strong customer relationships. Here’s why:

1. Reusability

Since customer service video training can be used multiple times without additional costs, they are a cost-effective solution for training new batches of employees.

2. Visual Learning

Videos provide a visual representation of scenarios, making it easier for trainees to understand and remember concepts. Some of the best customer experience videos provide maximum visual learning.

3. Standardization

The customer service training videos ensure that every trainee receives the same information in the same manner.

4. Flexibility

Customer service video training can be watched anytime and anywhere, allowing trainees to learn at their own pace.

Along with customer service training videos, good customer onboarding videos can also help your customers understand your products or services better.

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12 Great Examples of Customer Service Training Videos

Customer service training videos come in many flavors. Let us look at them and get a feel of why they are invaluable to your business.

1. ManyChat

Topic: Intro to Using ManyChat for Customer Support
Length: 1:31 minutes
Company: ManyChat – The #1 Facebook Messenger chatbot that automates getting and keeping customers happy
Why: The co-founder, Nic Frachon, is at hand to introduce and briefly touch upon the features of the app. The video is short but zooms in on the app interface and highlights sections for clarity and better understanding.

Youtube_icon_new

Making a video for B2B & SaaS products needs a different mindset.

2. HubSpot Academy

Topic: 7 Essential Customer Support Skills Every Rep Needs
Length: 1:30 minutes
Company: HubSpot Academy is the global leader in marketing, sales, and customer service/support training.
Why: The video tells all you need to know about the subject using onscreen text and simple animation. Customer training videos like these help us understand the concept better.

3. Kissflow

Topic: Getting started with a process
Length: 2:35 minutes
Company: Kissflow offers products such as Workflow and Process Management as well as Digital Workspace, ensuring minimal disruption of work.
Why: The video has a live-action narration along with animations that complement the steps of the process. The narration combined with the beat synchronization serves as an excellent example for customer service training videos.

Youtube_icon_new

Making a video for B2B & SaaS products needs a different mindset.

4. Awkward Puppets

Topic: Customer service call
Length: 2:38 minutes
Company: Awkward Puppets is a series that focuses mainly on puppet characters who are usually in comedic scenarios.
Why: A humorous Customer service training video that uses real scenarios, real conversation, and puppets. YouTube views: 4.1 million. These types of customer service training videos are widely preferred since they are unique, funny, and have a message.

5. VWO

Topic: How to measure landing page conversions with VWO
Length: 1:44 minutes
Company: VWO is a connected platform that allows you to test your product and feature experiences easily.
Why: A concise video that tells customers about how to set up free trials but at the same time also briefly introduces other product features.

Youtube_icon_new

Making a video for B2B & SaaS products needs a different mindset.

6. Microsoft Dynamics 365

Topic: Dynamics 365 Customer Service 2023 Release Wave 2 Highlights
Length: 4:55 minutes
Company: Microsoft Dynamics 365 is a cloud-based enterprise software platform developed by Microsoft for their ERP and CRM business applications and services.
Why: This video takes us through the dynamics of their AI-enabled tools and how they help the customer support team. They showcased their interface and how it works with examples. This video is almost five minutes in length but is a good example of customer service training videos.

7. Salesforce

Topic: Salesforce Customer Service Demo
Length: 2:33 minutes
Company: Salesforce is a customer relationship management solution platform.
Why: This video is direct and has a voiceover, clearly explaining how the AI-enabled platform helps customer representatives. These types of customer service training videos help both the customers and representatives to get an understanding of how the platform works.

We know how to sell your story using your product UI

8. Zendesk

Topic: How AI and customer service agents can work together
Length: 8:50 minutes
Company: Zendesk is a company that offers customer service software. They feature products for support, and sales, aimed at improving client relationships.
Why: This Customer service training video uses animation and live-action video clips. The video talks about how AI-powered Zendesk can help customer agents to support customers better.

9. Indeed

Topic: 6 Tips For Improving Your Customer Service Skills
Length: 8:37 minutes
Company: Indeed is a worldwide employment website for job listings. It is a site for customers to seek jobs and better opportunities.
Why: This video has an engaging host and imitation of real-life scenarios. The information is presented side by side with the narrator in some parts. They cleverly entertain and educate on good customer service values.

10. Shep Hyken

Topic: The Relationship Between Sales and Customer Service
Length: 3:33 minutes
Company: Shep Hyken is a keynote speaker and customer service expert. Most of his content is around customer service topics such as loyalty, internal service, company culture, and more.
Why: Here, he identifies and talks about the importance of how good customer service can help strengthen sales and give value to your company. This video is a live-action narration mixed with short videos to highlight the point he is talking about.

11. Customer First Academy

Topic: 5 Skills Every Customer Pro Has Mastered.
Length: 7:15 minutes
Company: Customer First Academy is a global provider of online customer service training. They offer aspects like tutorials etc, related to customer service training videos.
Why: The video used their brand color to highlight the five skills. They used elements of a split screen format of text and video in between and soft background music, which made it interesting to watch.

12. Canity

Topic: Rapport in Customer Service
Length: 2:59 minutes
Company: Canity is an online Customer Service Training platform that provides practical videos. They provide customer service videos for training, which are helpful for customer representatives.
Why: This is a simple animated video that focuses on the importance of building a positive relationship with customers. These types of customer service training videos are short, fun, and informative.

We have made videos for 150+ B2B & SaaS companies.

Explainer Video, Product Demo, Remote Video Testimonials, and more.

Why Should You Take Customer Service Training Seriously?

Customer service training videos are in demand due to high customer expectations and strong competition.

Customer service training mainly teaches employees the following:

  • How to treat the customer as an individual
  • How to listen to their customers
  • How to treat customers right

Well-trained customer service employees effectively understand and respond to customer inquiries.

1. What is Customer Service Quality?

In simple terms, customer experience is what your customers think and feel when they use your product or service. It is something they think about every time they use your product.

Measuring service quality is good for growth, helping to better communicate and retain customers. But good service isn’t enough; it must be measured.

2. Why Customer Feedback is Important for Your Business

The feedback you receive from customer service training videos tells you what your customers feel about your product or service. Engage them with questions to identify improvement areas. To measure customer service, you can use surveys, feedback cards, or platforms.

  • How much value for money do they believe your product or service provides?
  • Are they happy with how quickly service is delivered?
  • How do they rate the overall level of customer service they received?
  • Would they recommend your product to family or friends?

3. How to Define Good Customer Service?

So, what’s the benchmark as far as customer service is concerned?

According to HootSuite, it is the ‘White-glove Customer Service’. And it is to be accorded across the board, regardless of whether the client is of ‘high lifetime value’ or not.

The rules are straightforward – use customer service training videos to provide the best care and attention to your customers.

  • Client needs come first.
  • Try to exceed their expectations.
  • Care about their success.
  • Provide them with a personalized and memorable experience.
  • Be proactive in resolving their problems.

Why Choose Content Beta?

We offer valuable services, ranging from videos (such as Product Demos, Product Explainers, and Training videos) to design elements (including papers, Presentation Design, and more).

We have experience crafting content for the B2B, Tech, and Software industries. We are proud to introduce our Creative as a Service (CaaS) package. It provides consistent access to our specialized video and design team at a fixed monthly rate.

Our teams are dedicated, our pricing is transparent, and our delivery is prompt. You can always trust the quality and timeliness of our work. We can provide you with the best customer service training videos suited for your needs.

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Conclusion

Let us summarize the process, step by step, for creating customer service training videos:

  1. Brainstorm: Think about the video’s main idea. Focus on goals like treating customers well or solving their problems.
  2. Research: Research real-life situations to ensure relatable content, such as handling difficult customers.
  3. Script: The heart of your video. Spend time to fine-tune it until you get the flow right.
  4. Create: Make sure you have all the resources and tools to create a good video.
  5. Edit: From this step onwards, you are in the post-production stage. Editing the video is what gives your video the final polished look.
  6. Customize: Personalize by adding subtitles and make sure your video uses the right format.
  7. Publish and share: Choose the correct channel and platform to publish your content.
  8. Measure: Your job is not done yet. Now is the time to start measuring your ROI based on pre-decided metrics.
  9. Feedback: Improve based on the customer response.
Frequently Asked Questions (FAQs)

Any customer-facing or service industry including SaaS, health, hospitality, or call centers can benefit by reducing costs significantly.

Because the main benefit comes from the reduced customer tickets, less pressure on employees, and increased brand value.

Cost of a customer onboarding video can range anywhere from $500 to $4000 on an average. It also depends on the elements you want to include in the video like animation, motion graphics, etc.

There are mainly 3 production options:

  • In-house video production,
  • hire a freelancer to do the job for you,
  • hire a reputable Video Production Agency.

It depends on factors like your budget and how much time you can spend.

This largely depends on the topic being covered. The recommended length is about 3-6 minutes, but longer ones also work well for specific topics. The script plays an important role in the duration of your video. So, make sure you cover all the important points in the prescribed time

We have made videos for 150+ B2B & SaaS companies.

Explainer Video, Product Demo, Remote Video Testimonials, and more.

Content Beta