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Rishabh leads the content strategy at Content Beta, an on-demand creative video and design team for Tech & SaaS companies.
Are customer service training videos the answer to the most vexing 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:
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?
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.
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Customer service videos are one of the best ways to ensure strong customer relationships. Here’s why:
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.
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.
The customer service training videos ensure that every trainee receives the same information in the same manner.
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.
We know how to sell your story using your product UI
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.
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.
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.
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.
Topic: Customer service call
Length: 2:38 minutes
Company: Awkward Puppets is a series that focuses on mainly 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.
We know how to sell your story using your product UI
Topic: How to measure landing page conversions with VWO
Length: 1:44 minutes
Company: VWO is a connected platform that allows you to easily test your product and feature experiences.
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.
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 it helps the customer support team. They showcased their interface and how it works with examples.This video is almost 5 mins in length but is a good example of customer service training videos.
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.
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.
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.
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.
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 in the video to highlight the 5 skills.They used elements of split screen format of text and video in between, and soft background music which made it interesting to watch.
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.
Customer service training videos are in demand due to high customer expectations and strong competition.
Customer service training mainly teaches employees on:
Well-trained customer service employees effectively understand and respond to customer inquiries
In simple terms, customer experience is what your customers think and feel when they use your product or service. It is something which they think about every time they use your product.
Measuring service quality is good for growth, helping in better communication, and retaining customers. But good service isn’t enough; it must be measured.
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.
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.
We know how to sell your story using your product UI
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 tailored to your needs.
Schedule a call with us.
Before we wrap up, let us summarize the process, step by step, for creating customer service training videos:
The main benefit comes from the reduced customer tickets, less pressure on employees, and increased brand value. Any customer-facing or service industry including SaaS, health, hospitality, or call centers can benefit by reducing costs significantly.
Content Beta’s transparent pricing policy removes the guessing game out of video production costs. Visit our pricing page to know more.
There are mainly 3 production options. The first option is to do it yourself in-house, the second is to hire a freelancer to do the job for you, the third is to hire a reputable Video Production Agency. It depends on factors like your budget and how much time you can spend.
This largely depend s 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
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