How Do Businesses Use Video To Support Customer Service Or Onboarding?

Key Takeaways

• For example, you can create clear, concise video tutorials that help demystify complex concepts by walking users through exactly what they need to know in digestible steps with subtitles and visual aids.

• Utilizing real people, storytelling, and interactivity in your videos allows you to create powerful emotional bonds and engage active participation.

• By building a library of reusable video content, you empower your business to scale support and onboarding for a worldwide community in an efficient manner with a single source of truth for training and guidance.

• By captioning your videos, making them available on whatever device your customers want to watch on, and keeping content updated, you can be there for customers who have different needs and learning styles.

• Keeping track of the impact of video content from quantitative statistics to qualitative feedback helps you refine your strategies, optimize ROI, and meet customer needs.

• Commit to high-quality production, maintenance, and training so that upon completion, your video resources are relevant, professional, and extensively used within your organization.

Businesses use video to help customers and new hires learn quickly and with less stress. Watch video guides to see how a product works or follow step-by-step clips to set up an account. Teams leverage short explainer videos to address frequently asked questions, so you waste less time waiting for assistance. For onboarding, companies provide welcome videos or demonstrate how to use tools with actual instances. Video allows you to get a glimpse of actual work, not simply read guidelines or checklists. Your lesson comes across as logical and simple to follow, even if the process is long. In the following chapters, you will discover how video forms powerful customer support and helps new teammates get going.

Why Use Video?

Video is an amazing tool for businesses looking to enhance their customer onboarding process and improve customer service. It simplifies complex concepts, helping customers retain 95% of what they watch compared to only 10% of what they read. With people globally watching 19 hours of online video a week and being twice as likely to share it, it’s no surprise that 91% have turned to video onboarding to better understand physical goods. In an age where customers expect rapid responses, creating effective onboarding videos allows you to provide what they want, even when you’re not in the room.

Clarity

• Simply decompose your process to plan your video.

• Write a short script that covers only key points.

• Use clear visuals and animations to show each step.

• Add subtitles for better understanding, especially for non-native speakers.

• One at a time and keep the video short.

• Try the video out on a test audience and get some feedback before you post.

Short, focused tutorials, such as customer onboarding videos, allow you to guide your users through each point, preventing misunderstanding before it begins. Subtitles do more than assist the hearing impaired; they make your videos accessible to customers across all languages and contexts. Animations in an effective onboarding video allow you to demonstrate what is hard to express in words, such as how to use software or configure hardware. That is why straightforward, thoughtfully produced videos help customers learn more quickly and retain more.

Connection

Featuring real people in your videos, whether it’s staff members or support team leaders, puts faces to the people behind your business. This establishes trust and humanizes your brand, which text alone can’t do.

Customer testimonials let new users know they are not alone in encountering an issue or trying to learn. By using storytelling, you take your viewers through challenges and wins, making the journey relatable. This emotional connection maintains engagement and enhances recall. By encouraging viewers to leave comments or questions, you make your video content part of a dialogue, not just a monologue.

Scalability

A library of onboarding videos allows you to train hundreds, even thousands, of people all at once, wherever they might be. There is no need to recite yourself or rely on live calls. Pre-recorded responses to frequently asked questions can be available for your customers 24/7, so they receive assistance exactly when they require it.

Standard videos for new hires ensure that everyone receives the same information, so no one falls through the cracks. You can utilize video analytics to identify the topics that people watch the most or where they stop watching. This insight informs you which topics require more or clearer videos, assisting you in perfecting your support with the passage of time.

How Businesses Use Video

Video is now a foundational element of how you onboard and support customers, especially through effective onboarding videos. With 91% of consumers viewing videos to discover brands, accessing video tools has become a pragmatic baseline for numerous businesses. Video assists you in doing some of the hard work of deconstructing complex steps, providing clear responses, and simplifying the customer onboarding process for your users. It allows you to provide support that is personal and responsive to a global audience, wherever your customers may be.

1. Onboarding

You could simplify onboarding with welcome videos that introduce new users to your brand and what you do. Quick, friendly introductions make people at ease.

Animated onboarding videos punctuate long-winded explanations and keep users engaged. When you use crisp screen visuals and voiceover, you walk users step by step through setup or basic features. These videos assist users in getting up faster and decrease the risk of confusion.

In-depth tours that demonstrate product features and benefits and guide them through rudimentary tasks give new users a feeling of mastery. A lot of companies do video walkthroughs because folks retain more when it’s visual. Clients remember about 95% of what they view in a video, versus much less with just text.

2. Troubleshooting

Walkthroughs are great for helping users with common problems. Screen recordings can be a big help, as you can show exactly what to click and where to go, so users have an easier time following along on their own device.

Support teams with training videos that show them how to handle various customer scenarios. This enables your team to provide assistance that’s fast and precise.

A video knowledge base, stocked with these step-by-step clips, allows customers to locate answers anytime. With customers expecting things to get figured out quickly these days, being able to jump right into video support can increase satisfaction and reduce support tickets.

3. Proactive Support

When you create videos that answer FAQs or provide explanations of new updates, you’re solving problems before they even begin. Video alerts let you update customers about service changes so they remain in the know.

Tutorial videos can instruct them on how to use advanced features, assisting them in deriving increased value from your product. When you provide compelling, simple content, you invite your users to dive deeper and become part of your brand community.

4. Personalized Responses

You can humanize your support with short, personalized video messages. Using customer data, you customize the video content to demonstrate that you understand their specific needs.

Other tools allow you to send live, personalized video responses or follow-up videos that summarize previous conversations and provide additional assistance. Businesses have crafted hundreds of personalized videos to thank and connect with users, fostering loyalty along the way.

5. Customer Retention

Retention videos feature loyalty or special benefits to retain users. Sharing customer wins makes your existing customers feel recognized and valued.

Solving pain points with video reduces churn, as customers sense their issues count. Analyze video, learn what works, pivot, and keep customers coming.

Crafting Effective Videos

Video is now a primary business customer service and onboarding tool because it resonates and educates quickly. Here’s why: 87% of marketers use video these days because consumers retain 95% of a video’s message and just 10% from reading. Bite-sized, well-produced videos—particularly the under-five-minute variety—tend to work best to educate, onboard, or troubleshoot. As you design a video, think about the objective, such as onboarding, skilling, or service recovery, and remember that first impression. Before you pick up the camera, map out your strategy; what do you want people to take away? To be impactful, your videos need to be genuine, engaging, inclusive, and professional.

Key elements that make videos authentic and engaging:

• Real stories and feedback from actual customers

• Unscripted behind-the-scenes or day-in-the-life moments

• Clear, simple language that is easy to follow

• Visuals that show, not just tell, the message

• Consistent updates to keep content relevant

• Native ways for viewers to engage or provide feedback.

Authenticity

Real stories foster trust, especially when they come from customer onboarding videos where real customers share how your product or service benefited them. These testimonials transcend simple marketing and demonstrate practical results while allowing audiences to envision themselves in those narratives. BTS videos provide folks a candid peek at your company culture, showcasing your team in action and the care you put into every service. It’s about humanizing your company.

There’s nothing quite as powerful as real customer quotes — even if they’re not all positive! This demonstrates integrity and allows you to develop admiration among your viewers. Record authentic moments between your team and customer, such as onboarding video examples or troubleshooting conversations. These moments showcase your team’s craft and attention, making your video less ‘ad’ and more of an authentic dialogue.

Interactivity

Videos are most effective when viewers are in the action, especially in the context of customer onboarding videos. Including clickable links allows them to jump to help articles, product pages, or chat support. When you place quizzes or polls inside the video, they engage even more and learn better, enhancing the overall onboarding experience. Live video chat is another great tool where viewers can pose questions in real-time and receive individualized assistance. Don’t forget to request comments or suggestions at the conclusion of your video, as this shows that you value viewer input and fosters a positive customer journey.

Monitor how people interact with your videos to enhance your customer onboarding process. Incorporate quizzes or feedback forms to understand what they learn, and hook your videos into an LMS for richer data. This feedback allows you to continuously improve your material, ensuring a more effective onboarding video experience each time.

Accessibility

Let anyone use your videos. Ensure your content is functional on every device and platform imaginable, from mobile phones to desktop computers. Include captions and translated subtitles for those who are deaf, hard of hearing, or speak different languages. Use plain language and straightforward animation so even a layman can grasp the point. Provide transcripts for those who read rather than watch.

Maintain freshness in your videos. Keep it fresh so visitors are always receiving the newest, most useful content. This keeps your content evergreen and accessible regardless of where your audience lives or what language they speak.

Measuring Video Success

Video success in customer service and onboarding is essential for any business aiming to create a robust digital support infrastructure. The ideal mix combines hard data with user feedback, allowing you to understand how your customer onboarding videos perform and how they influence actual customer behavior. Video provides a unique advantage — people remember 95% of a message when conveyed through video, compared to just 10% from text alone. This makes it a powerful tool to help guide customers through new products, features, and services. To determine if your video onboarding is effective, you need solid, data-driven research and a plan for refreshing your content as products evolve.

Video Completion Rate
Description: The percentage of viewers who watch the entire video.
Why It Matters: This measures audience engagement and indicates how compelling and relevant the content is.

Click-Through Rate (CTR)
Description: The percentage of viewers who click on links during or after watching the video.
Why It Matters: This shows how effectively the video encourages viewers to take action.

Social Shares & Comments
Description: The number of times the video is shared and the volume of interactive comments it receives.
Why It Matters: This reflects content reach, audience interaction, and overall community impact.

Conversion Rate
Description: The percentage of viewers who sign up, make a purchase, or complete a desired action after watching the video.
Why It Matters: This is a direct indicator of business return on investment (ROI).

Quantitative Metrics

Track completion rates first, as this indicates the percentage of your audience that remains engaged with the onboarding video until the very end. If you notice a drop-off before key points, it signals a need to reconsider the pacing or length. For instance, if your customer onboarding video dips to 60 percent completion right as you unveil your primary product feature, consider segmenting it into shorter clips or using more explicit imagery to enhance viewer retention.

Click-through rates inform you if your video really motivates viewers to do something next — like create an account or download a user manual. If your CTR is low, even for videos with high completion rates, your call-to-action may not be clear or compelling.

Social shares and comments are also essential metrics. They reflect your video's reach and the extent to which it generates conversation. When a customer shares your onboarding video example with a friend or comments on what was helpful, you’re not just connecting with one user—you’re cultivating a community that supports your product.

Finally, conversion rates from views to sales or sign-ups serve as the ultimate test. For example, if 91% of people watch a video to understand a product but only a handful buy, you might need to tweak your message. A/B testing can help you discover which video script or format converts better, enhancing your overall customer onboarding process.

Qualitative Impact

Customer feedback contextualizes the numbers. Surveys can query new users about whether the video simplified onboarding or if anything was confusing. This aids you in identifying where viewers pause or require additional information. If most feedback points out a certain step as confusing, that’s where you concentrate your next revision.

Emotional response is frequently expressed in comment tone and reaction buttons. Thankful responses or kind words indicate happiness. Bad or confusing responses emphasize pain points that require repair.

See whether customer issues decrease after posting a video. If support tickets about a feature go down after a new how-to clip goes live, the video’s working. If questions remain the same, you may need to elaborate on instructions.

Testimonials are wonderful. Real users explaining how a video helped them use your product or solve a problem is evidence of the impact of your video. This type of response can inform future video work and refine strategy.

Overcoming Video Challenges

Backstopping customer service or onboarding with customer onboarding videos is both promising and complex. With video adoption skyrocketing around the world, usage increased from 41% to 57% in just two years. Your business needs to address actual challenges in production, upkeep, and adoption. Tackling these areas moves you toward building a seamless, secure, and effective onboarding video experience that works for your customers and your teams.

Production

Nailing your video quality is obligatory. Don’t send fuzzy images or tinny sound. Your viewers demand high-definition cameras and crisp microphones. Pre-recorded onboarding videos ought to include straightforward graphics and subtitles to enhance their accessibility for viewers worldwide.

A standard script template will guide your messaging, regardless of who’s in front of the camera. This time-saving, language-simplifying technique ensures your team addresses everything required for customer support or training!

Collaborate with video professionals when you can. Their expertise will enhance your production quality, and they can debug technical problems like lighting or sound, which tend to be sticking points for novices.

You need fresh ideas to keep content fresh. Organize brainstorm sessions each month. This inspires imagination and can surface new video types, such as bite-sized snippets, live calls, or one-by-one walkthroughs, that suit your viewers' preferences.

Maintenance

Video is not ‘set and forget’ content; it requires ongoing attention. Create a checklist for maintenance that includes essential elements for effective customer onboarding, such as checking subtitles, reviewing branding, and updating instructions. This list should be accessible to anyone who publishes content, ensuring a smooth onboarding process.

Consolidate your video library by employing cloud-based storage with organized folder structures and tagging. This way, your teams in different locations can easily find the customer onboarding videos they need, exactly when they need them.

Monitor key performance indicators like first contact resolution (FCR) and customer satisfaction (CSAT). For instance, if a customer onboarding video facilitates a 25% increase in FCR, it’s worth retaining. However, if viewers drop off early, it may need a refresh to enhance the onboarding experience.

Lastly, open a feedback channel. Your employees and clients will help identify problems or suggest optimizations that keep your material fresh and effective, ensuring you remain ahead of customer expectations.

Adoption

To roll out video, you need a mindset shift. Train reps on the use of video in customer support. Not everyone is comfortable on camera, so begin with fundamentals such as camera presence and tone before progressing to technical troubleshooting or live demonstrations.

Celebrate video wins in your teams. When agents observe actual results, such as reduced resolution times or improved CSAT scores, they tend to adopt the change.

Cross-regional and cross-team share best practices. Create cheatsheets for common video situations, like dealing with sensitive information or assisting customers who lack easy tech access. Market secure storage, audit logs, and privacy controls to dispel any security concerns.

Challenge your team to experiment with new video formats. Some might choose to use zip instead of live calls. Giving them space to experiment helps agents discover what is optimal for their style and your audience.

The Future Of Video Support

Up your help and user training game with customer onboarding videos. With more of you shifting digital, video will be instrumental for customer support and the onboarding process. Currently, 65% of companies intend to utilize some form of video engagement to communicate with customers. This growth indicates that video is not only a trend; it’s a foundation for how you’ll operate support teams in the future. Video simplifies demonstrating and explaining difficult concepts, so both you and your customers arrive at the point more quickly. It’s not simply a question of time-saving. It means fewer support tickets and lower costs, as customers are able to comprehend and resolve more by themselves.

Anticipate advancements in video technology that will enhance customer interactions.

Video support of the future upgrades in video tech will enhance your customer onboarding experience, making every call or lesson crisper and more personal. New tools will allow you to leverage features such as co-browsing, enabling you and your customer to view and work on the same web page simultaneously. For instance, if a new customer gets stuck setting up a bank account online, you can share the screen, help them click through forms, and solve the problem immediately. This effective onboarding video approach allows you to address issues that would be difficult to resolve with only chat or email. It provides your customers with trusted answers, even when the problem is difficult to describe, leading to quicker resolutions and less communication fatigue, ultimately saving everyone time.

Explore the integration of AI in video creation for personalized customer experiences.

AI is enabling personalized video onboarding at scale. Now, you can use AI tools to craft quick, digestible customer onboarding videos tailored to each user’s experience or ability level. For instance, if you’re a tech firm, your new customers might receive a straightforward onboarding video example tackling the basics, while more experienced users get power feature tips. These smart videos can be created and delivered on demand, even while your support team is offline, meaning your users can receive answers twenty-four hours a day, seven days a week. AI can track what users ask about most, allowing you to create new, effective onboarding videos that fill in those gaps, keeping your help content up-to-date and relevant.

Embrace live video support as a growing trend in customer service.

Live video calls are a requirement for many support teams, as they enhance the customer onboarding process. With live video, you can observe the issue as it occurs and respond immediately, making it far more personal than email or chat, which helps establish trust with your users. If your product involves a complex setup, an effective onboarding video can untangle confusion in minutes. Additionally, you can save the video for future questions or use it as a training video for your team. This strategy is integrated into thousands of multi-channel support plans, allowing users to choose how they want to receive help.

Prepare for increased demand for interactive video content that engages customers more deeply.

Today, vanilla videos just won’t cut it. Users expect engaging video content that allows them to click, select, and interact with the material. An effective onboarding video enables them to choose what they need to know, respond to quiz questions, or even initiate help requests right from the video. This interactive approach makes learning speedier and more enjoyable. With video onboarding, users recall 95% of what you show them, which is significantly higher than text alone. In other words, faster training, fewer mistakes, and higher satisfaction result. As your users demand fast, transparent assistance wherever they are, effective customer onboarding will help you exceed their expectations and make your support memorable.

Conclusion

You witness the transition at this moment. Videos assist you in demonstrating actual solutions, not merely discussing them. You walk new hires or customers through. Your teams respond to hard questions with crisp clips, not lengthy emails. Service feels quick and real. Feedback gets faster, so you fix pain points immediately. You observe how they consume your videos. The metrics tell you what resonates or what misses. Easy changes allow you to connect with more individuals. You save time, and your team stays sharp. For more from your support or onboarding, consider a quick how-to or a nice FAQ walk-through by video. You have the means to get your users to victory. Ready to make your next step count? Go with a great video.

Frequently Asked Questions

1. How Can Video Improve Your Customer Service?

Video onboarding is used to help explain solutions visually, making it easier for customers to understand. This effective onboarding video eliminates confusion, accelerates problem-solving, and enhances the customer experience, keeping them happier.

2. What Types Of Onboarding Videos Are Most Effective?

Short, clear customer onboarding videos and welcome videos work best. They walk new customers through the onboarding process step-by-step. Speak in plain language and use quality visuals to get your users up and running as quickly and confidently as possible.

3. How Do You Measure The Success Of Your Support Videos?

Monitor views, completion, and comments of your customer onboarding videos. Track whether your effective onboarding video reduces support tickets or boosts satisfaction, indicating how well your videos support your customers.

4. What Tools Do You Need To Create Customer Support Videos?

You can begin with a smartphone or computer, simple editing software, and a straightforward script to create effective onboarding videos. As you grow, consider professional editing tools to improve the quality of your customer onboarding experience.

5. How Do You Keep Your Video Content Accessible To Everyone?

Include subtitles, have clear images, and don’t speak too fast to create an effective onboarding video. Ensure your videos are accessible and easy to view on any platform for a successful onboarding experience.

6. What Challenges Might You Face When Using Video For Support?

Traditional solutions face challenges such as intensive production time and maintenance of content freshness. However, with a little planning and feedback, you can create effective customer onboarding videos to transcend these challenges.

7. Why Is Video Support Important For Global Businesses?

Video transcends language and puts complicated details within easy reach of everyone, making it an effective onboarding video for supporting a varied, worldwide clientele.

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