VIDEO
ILLUSTRATION PROVIDED BY ADOBE STOCK
SEEING A BETTER CX
HOW VIDEO MESSAGING POWERS A BETTER CUSTOMER EXPERIENCE .
BY MARGARET HENNEY , COVIDEO
Good customer service is powerful . In addition to building trust , a positive customer experience ( CX ) drives loyalty and retention . Existing customers are more likely to try new products and their purchases have a higher average order value than new customers . And nearly 95 % of customers who give a company a “ very good ” customer experience rating are likely to recommend that company .
The consequences of a negative CX are costly . Zendesk found 50 % of customers will take their business elsewhere because of one bad customer service experience , and 80 % will leave after more than one disappointing interaction .
One solution to elevate the customer CX ? Video messaging . This tool enhances your customer service team ’ s ability to meet customers ’ ever-growing expectations with a personal and scalable approach that translates to greater customer loyalty .
HOW DOES VIDEO MESSAGING DIFFER FROM OTHER VIDEO APPLICATIONS ?
People watch more videos than ever . Perhaps you think of video as highly polished , perfectly edited advertisements and marketing content requiring hundreds of hours and production teams . Those videos have long shelf lives and broad audiences , as do videos brands produce for social media channels .
With the rise of remote and hybrid work environments , many organizations have also incorporated live video conferencing into their internal and external communications .
Video messaging differs from these other kinds of video because video messages offer :
• Asynchronous communication , allowing each participant to interact on their schedule .
• Email , CRM , text delivery or direct message on social media .
• A personalized approach for connecting to a single person or small group .
• Increased efficiency with one person able to record , edit , and send messages quickly .
• Repeated , on-demand viewing 24 / 7 .
NOVEMBER 2023 17