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Rishabh leads the content strategy at Content Beta, an on-demand creative video and design team for Tech & SaaS companies.
When remote assistance is becoming the new norm, can you afford to ignore the efficiency of customer support videos?
These videos engage, educate, and empower B2B clients. They offer a way to provide clients with solutions, information, and insights in an easily digestible format.
The best customer support video don’t just answer questions; they anticipate them.
This article highlights some of the best customer service videos so that you get a comprehensive look at what makes these videos effective. They offer insights into how this medium can boost B2B relationships and success.
Let’s dive in.
Customer support video is a form of content that aims to assist customers. It provides solutions to common problems, explaining product features, or offering how-to guides, all in a video format.
Such videos are incredibly effective because they combine visual and auditory elements. So, it is easier for people to understand and retain information. It enhances customer satisfaction and reduces the workload on your customer support team.
Key principles to create a customer support video –
The benefits are listed here:
Customer support video provides quick, clear solutions, leading to higher satisfaction rates among customers.
They save time for both customers and support teams by offering instant answers to common queries.
Using videos for support can reduce the workload on support representatives, potentially lowering operational costs.
Videos ensure that the same information and solutions are provided consistently to all customers.
Customers can find answers independently, reducing the need for direct support interactions.
We know how to sell your story using your product UI
Videos can guide new users through the onboarding process, ensuring a smoother start.
Videos can be accessed by customers worldwide, making them an efficient support tool for international audiences.
Offering comprehensive customer support through videos can set a company apart from competitors, improving its brand image.
You might be thinking, ‘Great, customer support videos sound beneficial, but how do I make one?’ To simplify this process, we’ve curated a list of customer success tools. Check it out to find the ideal solution for your video creation needs.
Do you think customer support video is just a bonus feature for B2B companies? Think again. They are a strategic necessity for effective client engagement.
Here’s why they’re more than just a nice-to-have:
Videos can quickly guide users through troubleshooting steps. It reduces the time spent on customer service calls and emails.
These videos can serve an unlimited number of clients without additional cost. It makes them a scalable solution.
High-quality, professional videos can enhance your brand’s credibility. It makes clients more likely to trust your products or services.
Videos can make complex topics easier to understand. It improves the customer experience and increases satisfaction.
Videos can reduce the workload on your customer service team. It allows them to focus on more complex issues that require human intervention.
We know how to sell your story using your product UI
Videos can be easily translated or subtitled to be accessible to a global audience. They work across different time zones, enhancing the company’s global reach.
People are more likely to engage with video content compared to text. So, it is more likely that the message will be absorbed and acted upon.
Videos offer both a how-to guide for using the product and insights into common issues. It boosts customer confidence and ease of use.
Offering video support can set you apart from competitors who rely solely on traditional support channels.
Given below are 10 examples of the best customer support videos:
Company: DirectIQ
Video Title: How to Import your Contacts with DirectIQ
Duration: 2:06 minutes
Summary: This video by Content Beta explains DirectIQ’s email marketing interface using crisp graphics and annotations. The video provides precise explanations of the whole process.This customer support video played a major role in reducing DirectIQ’s customer support tickets.
Key Takeaway: bring down customer support tickets with well-made how-to-videos.
Company: Slack
Video Title: Grow customer loyalty in Slack | Customer Support with Slack | Slack
Duration: 1.35 minutes
Summary: This information packed video customer support showcases clear narration and smooth graphics. From faster communications to managing SLAs in real-time, it highlights all the features Slack provides.
Key Takeaway: customers can benefit more from information served bite-size.
Company: HubSpot
Video Title: What Is HubSpot CRM? | Introduction
Duration: 3:23 minutes
Summary: This hybrid video features a host and his flawless commentary along with stock images of people, text overlays, and UI annotations. It takes the approach of taking the viewers step-by-step through a real-life scenario where a salesperson or marketer goes about their job.
Key Takeaway: A product demo video can take the pain out of convincing how a product can eliminate much-hated routine tasks.
Company: Crazy Egg
Video Title: Crazy Egg
Duration: 2:38 minutes
Summary: This customer support video used basic 2D animation throughout the video. But how do they stand out? With the right mix of information and humor.
There is good-natured ribbing of the mighty Google as well as a funny CTA (‘It’s on us’) that urges customers to avail their 30-day free trial offer.
Key Takeaway: A well written script can flow smoothly without flashy graphics or elaborate UI screenshots.
We know how to sell your story using your product UI
Company: SurveyMonkey
Video Title: Avoid Awkward Customer Experiences – Shoulda Used SurveyMonkey
Duration: 0:30 minutes
Summary: This short 30 second customer experience video conveys the intended message – know your customer better using Survey Monkey, but in a fun and entertaining way.
Key Takeaway: The right mode of communication is extremely important
Company: Freshdesk
Video Title: What is Freshdesk?
Duration: 1:30 minutes
Summary: This simple animated video paints the picture of an ideal customer service agent by explaining the qualities that can elevate customer experience. It then cleverly introduces the product with all those qualities.
Key Takeaway: The smart introduction of the product using a well written script
Company: Netflix
Video Title: Netflix Customer Service
Duration: 6:07 minutes
Summary: This live-action video captures the worldwide presence of Netflix. While the management talks about how they approach customer service, the employees talk about their work experience.
This video gives a peek into the company’s work process. This builds a stronger relationship between business and customer, which ultimately leads to increased revenue.
Key Takeaway: A well-oiled customer service machinery is needed to retain customers
Company: Apple
Video Title: How to use AssistiveTouch on your iPhone or iPad — Apple Support
Duration: 3:22 minutes
Summary: The Apple customer support video is designed to provide clear instructions on how to use the feature. The pace of this video is unhurried, the explanations are clear, and the presentation is professional. It fit the branding guidelines of Apple perfectly.
Key Takeaway: customer support FAQ videos are a great way to enhance customer experience.
Company: Google
Video Title: What is Google’s approach to customer service?
Duration: 4:13 minutes
Summary: The video features Matt Cutts, a former Google heavyweight, who breaks down the operational and logistical requirements to explain the use of machines and algorithms to handle customer service.
We thought this decade-old video would be an interesting addition to our list because this approach is in sharp contrast with current thinking. Now, a more personal interaction is recommended for customer support.
Key Takeaway: Address customers’ queries with facts, figures, and reason.
We know how to sell your story using your product UI
Company: Book Like A Boss
Video Title: Book Like A Boss
Duration: 2:42 minutes
Summary: The hybrid video by Content Beta features a host referring to its rivals’ services. Then the host goes on to explain the limitation of the rival product with examples.
This interesting approach sets the stage for explaining the product features along with their benefits, which effectively puts the rival product out of question.
Key Takeaway: show your customers how your product is better than those of your competitors.
These examples showcase various approaches to customer support videos, emphasizing the importance of effective scripting, humor, clarity, and competitive differentiation.
At Content Beta, we recognize the immense value that a customer support video series can bring to B2B Tech, SaaS, and Software industries. These videos are crucial for enhancing customer experience and building long-term relationships.
Why choose us for your customer support video needs? We pride ourselves on
Content Beta’s Creative as a Service (CaaS) plan is your one-stop solution. Our team consists of highly skilled professionals in scriptwriting, filming, editing, and post-production.
We guarantee high-quality customer support video that is tailored to fulfill your business needs.
Don’t leave your customer support to chance. Schedule a call with us now!
Customer support videos are not just about solving problems. They are about humanizing the brands and fostering stronger customer relationships, making them feel valued and heard.
The beauty of customer support video is that they’re not a one-size-fits-all solution; they can be tailored to fit the unique needs and challenges of your business. The top 10 customer support video examples showcased a diverse range of strategies and approaches.
The key takeaway is that a customer support video, when done right, has the potential to not only resolve issues but also inspire loyalty and action from the audience.
Yes, B2B companies can use product training videos for effective video customer support. These videos clarify product features and benefits, enhancing customer understanding and engagement.
Onboarding should be a part of B2B customer support videos because not all customers are tech-savvy. Detailed onboarding videos reduce the need for extensive customer support and employee training time.
B2B companies should create technical/troubleshooting videos because they are essential for addressing repetitive technical queries efficiently. It saves both customers’ and support representative’s time and effort.
Customer support FAQ videos are necessary to address common questions about their brand, product, trials, and more, enhancing customer satisfaction.
B2B customer service tutorial videos are helpful as they free up time for better customer engagement and relationship-building, improving overall customer experience.
A great B2B customer support video should be:
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