{"id":18663,"date":"2018-11-20T11:24:23","date_gmt":"2018-11-20T11:24:23","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=18663"},"modified":"2024-07-18T11:58:18","modified_gmt":"2024-07-18T10:58:18","slug":"the-growth-of-video-customer-support-and-why-your-business-needs-it","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/the-growth-of-video-customer-support-and-why-your-business-needs-it\/","title":{"rendered":"The growth of video customer service and why your business needs it"},"content":{"rendered":"

The days of waiting several hours on hold to speak with a support or sales\u00a0 representative are now (mostly) over. The monotone \u201cPlease hold the line, your call is very important to us\u201d message has now be replaced by real-time messaging<\/a>.<\/span><\/p>\n

You can message companies on social media just like you\u2019d message your friends. You can resolve complex issues through live chat<\/a> in a matter of minutes.\u00a0Convenience, accessibility and speed are now the major factors dictating how businesses interact with customers and build those relationships. <\/span><\/p>\n

But fast, on-demand customer interactions can come at a cost.<\/p>\n

When you start supporting hundreds or thousands of your customers through real-time messaging, you run the risk of suddenly being not very personal at all. Addressing your customers with \u201cDear Sir\/Madam\u201d messages won\u2019t cut it. So how can you deliver lightning-fast customer interactions while remaining personal at the same time?\u00a0At Loom<\/a>, we think we\u2019ve found the solution – video.<\/span><\/p>\n

Send a video, not a thousand words<\/h2>\n

According to a study conducted by Kayako<\/a> in 2017, 79% of businesses have gone on record to say that offering live chat has had a positive effect on customer loyalty<\/span><\/p>\n

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But despite customers’ increasing demand for fast, personal interactions via live chat and messaging, they haven’t lost their desire for quality.\u00a0The same Kayako study reports that a staggering 95% of consumers would prefer slower live chat response times if it meant the quality of help was higher.\u00a0<\/span><\/p>\n

It’s still true today that taking your time and going the extra mile really does make the difference. And that’s where video comes in. Video can provide one of the most personal experiences for businesses seeking to make a effective connection with potential customers. Increasing the sense of a personalized, fast connection can make all the difference when interacting with customers when they need your help most.<\/p>\n

At Loom, video is a regular feature of how we deliver world class customer experiences so here are a few of the ways you can leverage video to create more personal connections with your customers.<\/span><\/p>\n

Answering support tickets with quick videos<\/b><\/h2>\n

Imagine your support team are having a chat with a customer that\u2019s gotten so detailed that the conversation is grinding to a halt. Messages are exchanged, screenshots are shared, but neither the support rep or the customer have managed to get to the bottom of the problem. Many of these more detailed support interactions might be resolved more quickly with video as opposed to\u00a0back and forth messaging. Video gives everyone an instant view of what is happening and can give a quick tutorial to the customer.<\/span><\/p>\n