Video in Support: Our Customer Success Pros Share Their Top Three Tips

With video platforms becoming increasingly popular for customer support and around ⅓ of companies already leveraging a dedicated library of “how-to” videos on their website, you’re probably thinking about video in your own support workflows. Good news! Whether you’re just getting started with video in support or you’re already a seasoned video expert, today we bring you three pro tips for getting the most out of your support video.

Production quality isn’t everything

High quality isn’t always necessary for effective support videos. In fact, you can create excellent tutorials and walkthroughs using simple screen-capture videos, like the one below.

However, that doesn’t mean that higher quality production videos shouldn’t play a role in your support funnel. You might consider investing in higher-quality videos for your self-service knowledge base, as these videos will reach a larger audience and become more associated with your brand. Additionally, you can invest a little more time and energy into creating videos that answer frequent inbound questions, even if they’re just screen captures. You can store these videos in a shared library that your reps can quickly access anytime the need arises.

Use both YouTube and your own video library

There are advantages and disadvantages to using exclusively YouTube or your own video library. That’s why we recommend using both to get the most out of your video content.

Hosting a repository of videos on your own website ensures that your content remains on brand—unlike on YouTube where you run the risk of your customers getting distracted or worse, seeing ads from a competitor. Directing your customers to your website also helps build reliance on your knowledge base, ensuring that your customers are getting the best possible assistance from the people who know your product best.

That being said, you may want to duplicate your most popular FAQ videos and host them on YouTube, in order to assist your customers in quickly finding the answers to their most pressing questions. Given that 49% of survey respondents listed YouTube as their preferred channel for solving product problems, it makes sense to have a presence on the platform too.

Help your customers find what they’re looking for

This might seem obvious, but it’s important to use SEO best practices to ensure that your customers are finding the content they need—and the rules for making video indexable and searchable are a little different than text.

Some easy things you can do to help Google (and your customers!) find your support videos include: embedding your videos directly onto your website, adding video metadata, and including transcriptions on all of your video content. Using a video platform like Vidyard can help you take care of all that so you can focus on what you do best—making your customers happy.

We hope this post has been helpful and has inspired you to take full advantage of the possibilities video has to offer. To learn more pro tips on using video in support, check out our webinar, Top 5 FAQ’s About Using Video for Customer Support.

How are you using video to help your support efforts? Got any pro tips of your own to share? Sound off in the comments.

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