Enhance and Humanize Your Customer Support with Video — WistiaFest 2017

June 13, 2017

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Ryan Harper

Customer Happiness

Harper, Customer Champion at Wistia, says support interactions are largely influenced by the media we use. Support via email is useful in many ways, but lacks a certain element. Phone and live chatting also have their strengths, but don’t have visual cues of face-to-face communication. He shares how to enhance and humanize your customer support with video.

Using video in support interactions helps demonstrate solutions in a clear and understandable way. Video adds a human element not always found in email, phone, or live chat. Wistia support responses including a personalized video have a 98% happiness rating and received 40% one-touch responses from customers. Video proves to move the needle.

At Wistia, everyone’s encouraged to make videos from day one. Getting on camera can be scary, especially in a creative way. However, Wistia de-mystifies video because it only takes two clicks to record and share from your computer. The team started firing off video responses to things like feedback and goodbyes to people who’ve parted ways. For tech support, screencast was the best tool available, and now Soapbox makes instructional processes easier.

Harper describes possible hurdles to adoption, why they exist, and suggestions for getting people prepared and practiced for leaping clear over those obstacles. He recognizes video is a big departure from well-worn workflows, not everyone wants to be on camera, and it may be disruptive to people around you working in a quiet space. Harper suggests you give people time. If your office is quiet, set up a designated space for recording. Find easy wins to use video responses for building confidence. Finally, understand the more practice you get, the faster the process will become.

Watch Harper’s presentation to learn how to enhance and humanize your customer support with video.

Ryan Harper

Customer Happiness

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