RESPONDING TO A SUPPORT INQUIRY WITH A SHORT VIDEO HELPS ALLEVIATE CONFUSION AND SPEED UP RESOLUTION .
3 . LEVERAGE TRENDSETTERS Who stands out in your team as a trendsetter , someone first in line to test-run a new process or tool ? Look at your pool of emerging go-getters and top performers — people tenacious enough to solve any customer problem — and invite them to pilot your video messaging efforts . Their repeated use and success with video messaging will inspire peers to get involved and even create some positive fear of missing out ( FOMO ).
4 . SHOWCASE EARLY WINS Prioritize recognizing and celebrating your team ’ s success with video messaging . Those wins might include hitting a specific adoption rate among your team members , sending your team ’ s 100th video or receiving positive customer feedback about a video experience . You can also track data-driven indicators like customer video views and shortened ticket resolution timelines .
Highlighting these positive outcomes encourages your team to continue incorporating video messaging into customer interactions .
VIDEO MESSAGING BEST PRACTICES
You don ’ t need any special equipment to start making video messages , and one video shouldn ’ t take hours to record . A little planning sets your team up for success and results in friendly , approachable videos that appeal to your customers and improve service experiences .
BEFORE YOU RECORD Dedicate a little time and attention to your recording setup to create an efficient recording process and a compelling message .
Whenever possible , position yourself in natural sunlight , facing a window . Avoid recording with your back to a window , which lends your video a dark , shadowy appearance .
Position your camera ( whether it ’ s on a laptop , desktop computer or phone ) to record at eye level . This position creates the impression of direct communication with your recipient .
Avoid recording with a busy background that distracts your message . When possible , seek out a quiet location . It ’ s fine if someone ’ s working behind you or business materials appear in the background . But if your environment could overwhelm the audience , try a simple virtual background instead .
Finally , while video messages benefit from a casual tone and personal demeanor , take a few minutes to prepare . Draft a brief outline of your key points but avoid a line-by-line script that could sound rehearsed and impersonal . Even if you make a few mistakes or pause here and there , talking through your points will sound more natural and inviting than a perfect — but impersonal — recording .
WHAT TO INCLUDE You ’ ve got a limited window of time and attention , so maximize the effectiveness of your message . Brevity is crucial . While we recommend aiming for 30 – 60 seconds , your customer ’ s needs should dictate your message ’ s length . Answer their questions clearly and succinctly to drive the most significant engagement .
An effective video message relies on personalization to stand out and show your customer that you ’ re reaching out to them specifically to resolve their concerns .
Familiarize yourself with the customer ’ s history with your organization and be sure to introduce yourself and offer context for your message . We like to take personalization one step further , writing the recipient ’ s name and company on a whiteboard to display at the beginning of the call . This extra touch lets the recipient see from the video thumbnail that we ’ re speaking directly to them .
End your video with a strong and clear call to action guiding the viewer ’ s next steps . A robust video messaging platform enables file attachments , added links and a CTA button to encourage the next step .
VIDEO
BODY LANGUAGE Nonverbal communication significantly affects how someone receives your message . Keep these cues in mind while recording :
• Tone : Try to sound upbeat and energized .
• Smile : A smile contributes to a positive first impression and an approachable thumbnail .
• Eye contact : Look right at the camera — not at yourself — to create the illusion of eye contact .
RESPONDING TO A SUPPORT INQUIRY WITH A SHORT VIDEO HELPS ALLEVIATE CONFUSION AND SPEED UP RESOLUTION .
SENDING YOUR VIDEO EMAIL You ’ ve taken the time to make a personalized video message , so call attention to it . Add the word “ video ” and your recipient ’ s name in your email subject line .
It ’ s good practice to include some text in the body of your email , but don ’ t repeat your video ’ s content . Instead , offer a simple salutation , a sentence for context ( for instance , the customer service ticket details ) and a “ cliffhanger ” to encourage the reader to click on your video .
Choose your video thumbnail wisely : an appealing thumbnail increases clicks . For the best engagement , use an animated GIF showing the video ’ s first few frames .
Leveraging video messaging enables customer service teams to streamline their support efforts . By responding quickly , clearly and personally through informational video messages , you ’ ll nurture customer relationships and transform your customer support team into a powerful retention tool .
Margaret Henney is the Director of Marketing at Covideo , a video messaging platform for businesses . Her extensive sales background and affinity for public speaking enable Margaret to help organizations use video to elevate storytelling , build personal branding , and develop winning sales strategies . She is a graduate of Butler University .
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