Here are several CX-improving features :
1 . Personalized Video and AI . Personalization is key in customer support , and video content can address pain points directly .
For instance , personalized explainer videos can simplify the process of using a new product or service , onboard new customers more efficiently , and / or help troubleshoot common issues .
These videos can draw on customer data , preferences , and behaviors to present tailored information , making complex concepts approachable .
Tapping into the power of AI , video can be seamlessly incorporated into existing customer service processes . It can then provide suggested resources at exactly the right moments in the interaction . The same is true for field services workflows .
When a piece of equipment breaks and a field service agent is dispatched , the agent can access video resources from their mobile devices and follow along as they make the repairs . They can even document via video the steps they took to remedy the issue for others to access when faced with the same problems .
2 . Live Streaming . Despite its popularity , many organizations still overlook the potential of live streaming for customer engagement . Live webinars , Q & A sessions , and product launches offer real-time interaction opportunities that foster a sense of community and exclusivity .
3 . Interactive Video . Interactive videos are transforming customer engagement by enabling two-way conversations with subject matter experts and customer support professionals .
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Imagine browsing online video content and being able to directly interact with others . Regardless of whether it ’ s participating in an “ Ask Me Anything ” ( AMA ) session , attending a webinar , or navigating an intricate onboarding process .
Your customers can choose their path within video content , exploring FAQs , or delving deeper into topics of interest . They can foster a video-powered experience that aligns closely with their interests and addresses their pain points .
4 . Video Analytics . Comprehensive video analytics provide valuable insights into viewer behavior , preferences , and engagement levels .
By analyzing metrics such as viewing times , drop off and completion rates , and viewer demographics , organizations can refine their video strategy , optimize content , and drive better results .
INTEGRATING AI-POWERED VIDEO FEATURES INTO YOUR CUSTOMER SERVICE MANAGEMENT PROCESSES ALLOWS YOU TO INTELLIGENTLY DELIVER THE RIGHT VIDEO RESOURCES AT THE RIGHT TIME ...
BEST PRACTICES TO MAXIMIZE VIDEO ' S POTENTIAL
Here are several excellent ways to ensure video will deliver on its potential to your customers .
1 . Infuse Intelligent Video into Your Support Tools . Integrating AI-powered video features into your customer service management processes allows you to intelligently deliver the right video resources at the right time to your agents and customers .
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This move can increase self-service opportunities , help resolve issues faster , and ultimately , increase customer satisfaction .
To do this , the first step is investing in an intelligent enterprise video platform . One that can serve as a centralized location to aggregate your video content and also seamlessly integrate with your existing support tools .
2 . Know Your Audience . Understanding your target audience is key to creating impactful video content . Conduct thorough research to identify their preferences , pain points , and interests , then tailor your videos to resonate with them effectively .
3 . Optimize for Accessibility . Accessibility is paramount in ensuring that your videos reach and resonate with all audiences .
Provide closed captions , transcripts , and translations to accommodate viewers with disabilities or who speak other languages . This makes your content inclusive and accessible to everyone globally .
4 . Iterate and Improve . Continuously monitor the performance of your videos and gather feedback from viewers . Use this data to iterate on your content strategy , experiment with new formats and features , and constantly improve the quality and relevance of your videos .
CONCLUSION
Video can serve as a potent tool for businesses to connect , engage , and delight their customers .
By tapping into video ’ s full potential , leveraging underutilized features , and adhering to best practices , organizations can elevate their CX to new heights , drive meaningful interactions , and deliver unparalleled value .
Paul Sparta is Chairman and CEO of Vbrick , a leading end-to-end enterprise video solutions provider . Vbrick ’ s cloud-native , AI-powered solution removes operational , performance , security , and integration barriers to adoption , unlocking the true power of video for the enterprise .