Customer service means different things to different customers – and that means small business can spend a disproportionate amount of time dealing with customer enquiries and complaints.
Online video can offer an excellent way to provide exceptional customer service, and has the further advantages of eventually reducing customer service costs and help build brand.
Using online video for customer service
Many customer service queries will often come down to variations on some similar topics and creating online videos will help resolve these queries.
#1 – Product enquiries
You can avoid the need to respond to post-purchase questions about products by creating short ‘how to’ videos that cover all aspects of the products especially areas that previous purchasers have had problems with. These videos can be made available online generally as a sales aid, or more detailed videos can be sent to buyers as part of your after-care service.
#2 – After care
Small businesses often score over their larger competitors through the quality of their after care service, but getting the message across to buyers is not always easy. An online video can help. Not only can you outline the after care service, but you can answer some of the more Frequently Asked Questions regarding your after care policy – allowing you more time on sales and prospects.
#3 – Returns and replacements
Why bother using online video to explain something as routine as your how to return or replace an item? Posting pages of web content is unlikely to be read by customers – and you will end up taking more calls or dealing with emails. A web video will allow you to include much more detail, saving time on responding to queries and making sure returns are easier to handle once received.
Secondly, doing something differently, and in a more personal manner, not only shows you care more but allows you to build a brand based on the personality of the organisation. And I do mean the whole organisation – if you have people or teams dedicated to customer service, aftercare or returns, then making web video is a great way to get them involved and show your potential customers the strength of your team.
Remember customers are increasingly expecting to see online video when looking for products and services so using online video marketing should become an important part of any business marketing activity – and affordable for every business. The only limit to what web video can do is your imagination!
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