![]() Today, product tutorials are interactive they're creative, and they motivate the customer to use the product. Product tutorials are no longer limited to text-based pamphlets where customers follow a series of diagrams and try to decipher confusing instructions. They don't have to open a formal support ticket or wait a day for your response, instead, they get the answer they're looking for just seconds or minutes after asking the question. These streams are typically short, interview-like sessions where your followers can simply comment on the video and ask your team anything they want about a product or service. If you can reach a large audience with your video streaming app - like with Facebook Live - then you can host office hours or "ask me anything's" (AMA's) for your customers. Host "Office Hours" or "AMA's" for Your Products and Services. Viewers can see exactly how the dishes are made and get answers to any questions they may have about preparing the meal.Ĥ. In the video below, British chef, Jamie Oliver, does this by cooking recipes from his cookbook with his colleague, Gennaro. That way, you'll be asking your product experts the same things that your customers ask your support team. If you have a ticketing system or a customer feedback loop, you can leverage those resources to create a list of interesting prompts and questions. For instance, you can host live interviews with your product experts and ask them various questions about your products and services. Broadcast Interviews With Your Product Experts.īesides directly supporting customers, video streams are great customer retention tools. Once they become familiar with how to use it, it'll be just as productive as your other support channels. You can start by providing plenty of copy that guides them through opening a new support ticket and make sure you're extra patient with those who might not have used this medium before. If you want customers to become comfortable with video support, then you'll need to teach them how to use it. ![]() They may be interested in trying it out, but ultimately go with a more familiar option when a real problem pops up. Not every company offers live video support, so some people may not have used it before. While some may seem very comfortable with using this technology, for most, it will still be fairly new. If your support team does offer a live video streaming service, you might notice that there's a learning curve for some customers that use it. Teach Customers How to Use a Video Streaming Service. This can help you avoid tons of friction within the service experience, especially during cases where customers feel like they aren't getting anywhere with your support team. If phone, email, or live chat don't seem to be interactive enough, customers can switch to a live video option where your support rep can both show and tell them what to do. Just like in the image above, live video streaming can be provided as it's own customer support channel. I'm talking about live video streaming with a support agent whenever you have a question or concern. No, I'm not talking about shrink rays that can turn your team into fun-sized support reps. Imagine buying something from a business and getting a product expert with it that fits in your pocket. Offer Live Video Streaming as a Customer Support Channel. How to Support Customers With Live Video Streaming 1. From support "office hours" to live product tutorials, below are a few ideas that you can use to leverage video streaming as a powerful customer service tool. In this post, we'll talk about how you can use live video streaming to support your customer base. Even when the pandemic is over, live video streaming will still be a useful customer acquisition and retention tool as many brands have discovered how effective it can be at engaging a target audience. Meetings with employees and customers were conducted via Zoom, and we even held social events like virtual happy hours to get some much-needed face time with friends.Īs we continue to adjust to the "new normal," it's important to recognize that live video streaming apps, like Zoom, aren't going anywhere anytime soon. In fact, the only people that were familiar with the app were those who used it for work, like me.īut, when businesses were suddenly forced to close their offices and people were ask to stay at home, Zoom quickly became a household name. Before the COVID pandemic, not many of my friends had heard of Zoom.
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