Customer service videos keep customers engaged with the brand, help resolve minor issues, and free up the service team’s time to focus on more significant issues. This type of video enables your customers to derive the maximum benefit from the product, thereby building your brand equity.
Sure, you could do a lot of this with a product manual, but videos are way more effective when delivering information and building relationships.
So, you see the point, but you’ve never made a customer service video before — let’s dive into how to create customer service videos that will help your customers get the most out of your products.
Advantage of creating customer service videos
Videos are great for explaining a large quantity of information in a short time.
According to a survey, 96% of customers watch customer service videos to understand how to use a product or service. In fact, How To videos are in the top four categories on YouTube. This platform is the first place people go when looking for information ranging from using to fixing minor issues with products.
A customer service video with an expert explaining how to use a product is easy to absorb and gives the brand and product higher credibility.
Some other benefits of customer service videos include:
- Decrease in resolution time for the customer.
- Reduce customer service tickets by enabling your customers to help themselves.
- Elevate customer satisfaction levels by converting the support process into an experience.
- Amplify customer retention by providing personalized connections.
A customer service video that combines visual footage with spoken instructions enables you to deliver a larger volume of information in the same amount of time. It helps in servicing your existing customers as well as audience development of potential ones, too!
Creating your customer service videos
Videos are an integral part of providing exceptional customer service.
They help in educating your customers about your product and service while keeping them engaged with your brand. A good customer service video combines eye-catching visual elements and actionable, relevant, and easy-to-follow information.
Let’s dive into the roadmap for creating engaging videos for your company:
1. Create content around common issues
Check your customer service channels (live chats, emails, social media, FAQs, etc.) to identify the top two to three issues raised by your customers and create your videos around them.
For example, Wibbitz creates tutorials on different features in our video editing software and places them at the top of our Help Center articles.
Tapping into and addressing the queries raised on your social media platforms also helps drive customer engagement and builds customer loyalty. Once you have successfully created the first few customer service videos, cast your net wider across service channels to build your list of topics for creating customer service videos.
You’ll also want to keep your videos short and to the point since your customers are seeking quick and simple solutions to their problems and questions. Additionally, avoid cross-selling your other products or services in your customer service videos, as this can negatively impact the effectiveness of the video to answer your customer’s question.
2. Ensure the information in your videos is current
Before shooting your video, make sure the information you’re going to share is current and relevant.
If a customer spends 5 minutes watching a video only to discover that the information shared relates to an older product model, you’ve only succeeded in wasting their time. Customer satisfaction is the goal of customer service videos; you want to solve the customer’s problem in those five minutes.
One way to ensure that your content is up to date is to run it by the technical team at your company. This could be the engineering and development team at product companies or the software team at SaaS and tech companies. You may also have a product marketing team help with this process, too.
These individuals will help ensure that the information you are going to share in your video is both relevant and current.
3. Write a crisp and easy-to-follow script
With the topic under your belt, you must create a tight and easy-to-follow script for your video. When crafting your script, keep in mind the “Explain Like I’m 5” (ELI5) principle, meaning to avoid technical language and jargon.
Most customer service videos are a series of questions and answers, so you will need to write your script in this format while keeping it simple and easy to understand. Avoid talking about any current trends in the script, as this will date your video over time.
You want to create content that is evergreen, making it relevant for a longer time.
You also want your video to be searchable for greater visibility. Hence, you would need to create a keyword database around the topic and ensure that you use the keywords in the title and meta description of the video.
Last but not least, write your script in a conversational tone. This raises the viewer’s engagement with your video as they feel an actual person is talking to them, not just a branded voice. Cues like this go a long way towards humanizing your brand and establishing the customer’s emotional connection with your business.
4. Use an online video editor to create professional-grade videos
Companies just starting with creating customer service videos often worry about the time and cost involved in making these videos. Creating a video does take a bit of time and money. However, if you play it smart, content creation will not break the bank.
If you’re just starting, it’s best to keep things simple and start small. Since you need to create professional-grade videos, use a low-cost video editing software like Wibbitz that you can operate without any previous video editing experience. Our online video creation platform provides an extensive range of features that offers what you need and more.
Our simple video editing tool will enable you to create professional and high-value videos with its simple features. In addition, you can add elements, like text, graphics, and audio, for much less than you would on larger and more expensive applications.
Plus, with Wibbitz, you can:
- Embed videos anywhere
- Share your videos on any social media platform
- Upload your brand kit with our new Brand Wizard
- … and more!
5. Add audio and subtitles to your video
The audio track on your video will contain your voiceover, or narration, and the background music, should you choose to add it. Your narration should be clear, and for this clarity, you need to figure out the pacing of your speech. A common mistake here is to speak too fast, which makes the instructions sound rushed and unclear.
Use a good mic and record your speech till you get the pacing right. Make sure your voice is audible, clear, and comprehensible. You should record in a quiet place to eliminate any background noise, too.
Pro-tip: If you don’t have access to a professional recording studio, try recording in a quiet room, or drive to a quiet place, roll up the windows and record your lines inside the car.
When it comes to background music, choose tracks that match the pace of your video. Keep the level of music low and avoid having the music blaring in your video so it doesn’t overpower narration.
You will also want to ensure that your video has subtitles for two reasons:
- Your video could be viewed by people who are hearing impaired.
- People may watch these videos at work without sound.
6. Editing the final version
The last stage of creating your video is editing it to remove excessive content and fix errors.
A quick tip is to always shoot more footage than is required so that you have options while doing the final edit on what you want to keep and what you should delete.
Editing your video lets you keep its length within your target while fixing errors of audio level, color balance, and brightness and remove content that isn’t as on point as you wish it was. Once you have your video clips where you want them, you can add the final elements like your logo and background music.
When you’re confident that you have the video ready to upload, get your product and marketing team to watch the video one last time and seek feedback on any revisions they may require. This is the last step before you render or flatten your video to get it ready for publishing.
Rendering a video is a technical term for converting the working file into a finished video with graphics, effects, and the soundtrack.
With Wibbitz, your video will render in just a few minutes!
7. Give your videos visibility
Once your video is ready to upload, you need to finalize where you want to upload your video to give it maximum visibility. The first place you need to consider is your company website. You may also use platforms like YouTube, Facebook, and Instagram.
Along with choosing multiple platforms, you should also perform best SEO practices on your videos. This includes adding appropriate keywords in the title and thumbnails of your video. Avoid any words that the search engines would classify as clickbait.
Creating an eye-catching thumbnail and using hashtags will help with both visibility and engagement of your audience with your video.
After you’re done uploading your video to external platforms, embed it in two to three places on your website. This could include your home page, the relevant product page, as well as the FAQ page.
Get started on creating customer service videos with Wibbitz
Customer service videos are a big step towards enhancing the brand experience for your customers. Since people process and retain visual content better than written information, videos become an effective tool for delivering instructional and promotional content. Customer service videos also help in boosting your brand authority in your market niche.
Plus, they provide your customers with clear instructions for maximizing the benefits of your product or service and enable them to fix minor issues without contacting your customer service staff.
Use customer service videos to empower your customers and keep them loyal to your brand — start your 7-day free trial with Wibbitz today!