Let’s face it, technology isn’t perfect. We all know the stress of a programme crashing on us, especially when it’s at work. Troubleshooting can be a nightmare. Working at home has increased the number of apps and databases we are using to communicate with our colleagues and to do our jobs. It also means that we may not have immediate access to resources we once had at our fingertips. This can be really frustrating. Figuring out how to use this technology outside of the office means that right now customer support is as important as it ever has been. We have already written a blog about why Watch and Learn is the perfect post-lockdown software, but in this article, we are going to focus on how you can use it for customer support.
Using video and screencasting will transform your customer support. IT support can very easily get bogged down in jargon which is hard to understand over email. Videos reduce a lot of these misunderstandings. Not only does it humanise the workforce and the responses customers receive, but it also speeds up response times and allows for more personalised support. It reduces waiting times and the amount of time spent to solve the problem, meaning customer support teams can do their job more effectively. Here are five ways you can easily improve your customer support:
1. Show me the problem
One of the main selling points of using Watch and Learn for customer support is that you can conduct live video calls. This allows for feedback on problem-solving in real-time. Live video means that the customer can show a technician what the problem is, rather than having to describe it. Speaking over video reduces miscommunication which can often happen in text-based messaging. It allows customers and support teams to explain things quickly and easily.
Getting them to show you the problem has never been easier with the screen sharing tool on video chat. Gone are the days when you have to guess the problem over the phone with an ever-frustrated customer. Screen sharing also lets you show them the solution, leaving out any confusion over technical terms. You can also stay on the call to help them carry out your instructions. It’s like you’re in the same room. Almost.
2. Send a screencast
When phone lines are busy and you can’t contact every customer immediately, screencasts and videos can be really handy. While they are waiting to get in contact with you, a customer can send you a screencast of the problem. You can also send them a screencast or video in response, reducing the number of outgoing calls you have to make. Screencasts can act as step-by-step guides to a problem, showing the customer exactly what to look out for along the way. Once it is recorded, you can share that video with other customers with the same problem. Saves you repeating yourself!
3. Send a training video
Some things require more than a quick video explaining the problem. If an issue is going to take longer to explain, you can make a training video on the topic.
Screencasts can be used to make instant training videos so customers can learn to solve problems on their own. This is a great way to show your customer how to solve a problem and make them feel like they have an active role in the solution. Have these in the bank for common problems and complex issues. This will reduce waiting times and increase customer satisfaction. And helps you get on with other things.
4. Send a personalised video
Sending a video to a customer gives a much more personal touch compared to sending an email. You can address them and the problem directly, making them feel like they are getting a tailored service, which they are. You are more likely to give them background information that could be useful, as well as showing a friendly face. It also encourages them to send you a video in response, opening up a clearer line of communication. Exchanging videos encourages the customer to respond quicker, taking less time to figure out how to put the problem into words. For problem-solving, we encourage you not to think overthink the video. It can be recorded quickly and informally. No need to scrip this one. Recording on the fly in a fairly casual nature adds to the personal tone.
5. Common Question Videos
Make your FAQ page more personal with videos. Upload videos addressing commonly asked questions, allowing you to go into more detail about the problem and explain the solution more clearly. It also adds a human touch to static FAQ pages. Directing customers to a video will be more productive than them reading about the solution. They are more likely to watch a video and take in the information. This will reduce the number of calls coming in and lets customers share the solution between colleagues experiencing similar problems.
The future of customer support
In a post-lockdown world, we need more ways to help remote workers without being in the same room. As more people work remotely, across countries and time-zones, there is even more need for asynchronous customer support. Sending a screencast or a video is a quick and easy way to help customers who you can’t speak to directly. It helps you reach more people and keeps the cogs turning while you are busy with other things.
Watch and Learn provides a unique platform for customer support. Not only can you send videos and screencasts, but you can also video call in real-time. Watch and Learn solves all your customer support needs in one place, with message boards, direct messaging, and video sharing features. This will reduce the need to access programmes only available on the work computer as it is all on one platform. You won’t need to constantly switch between programmes because messages and screencasts are all in one place.