This is a guest post by Priya Vijay, Product Marketer at .Ìý
Both agentsÌýandÌýcustomersÌýwant to see ticketsÌýclosed.ÌýHow hardÌýitÌýisÌýto close a ticket varies from one ticket to another. Customers don’t easily understand the effort and timeÌýan agentÌýtakesÌýto closeÌýa ticket.
The only thing thatÌýcustomersÌýwant is a solution to their problem, and they want it ASAP. We can't blame them either, because it isÌýunderstandableÌýto expect a quick solution, especially from customer support agents, since it’s their business at stake. Time is key, from the second a ticket is raised to the second it is closed.
In today’s fast-paced world, everyone wants their solutions delivered in the most coherent manner and to keep the conversation thread as short as possible.ÌýVideo is the bestÌýway to convey a lot of info in the shortest time while making it easy for everyone toÌýunderstand.
ÌýAs we talk about communication and videos, you might wonder how customer support agentsÌýcan use videos to resolve queries faster via your helpdesk.
Here’s the gist of what you are about to read:
Save time byÌýsending video responses to customers' queries.
Easily understand support queries by letting customers raise video tickets.
Let your customers record videosÌýby just sharing a link withÌýthem.
Get customer feedback by letting your customers record quick video testimonials.
Now, let's dive in and see how exactly a video can help you close ticketsÌýfaster.
Record and resolve tickets with videos
Delivering a message through chats can get frustrating, since text may not convey what you want to express.
Video communication is clearly taking over text chats because through videos you can quickly conveyÌýyour message. It has been found that product videos increase people’s understanding ofÌýproducts by 74%.
The best part about communicating via videos is that you can personalize them.ÌýWe all love it when someone addresses us by our name, don’t we? Customers love it when they receive personalized videos as they are more engaging and easy to understand.
Next time you get a query, instead of spending hours chatting, you can easily record quick videos specific to customers’ queries and sendÌýthem to the customers. It couldÌýsimplyÌýbe videos of yourself explainingÌýsolutions, orÌýdemonstrations ofÌýcomplicated workflows.
Let customers raise video tickets
How many times have you asked a customer to repeat or explain a problem just because you weren’t able to understand?ÌýIt's natural forÌýanyone not to understand chat queries in the first go.We've all been there. This again can be easily solved withÌývideos.
You can enable the customer to send their queries via video by forwarding them a single link. Letting your customers record video tickets saves a lot of time for you as well as them. This way the support agent can even watch the video multiple times and resolve the customer’s issues quickly.
Video testimonials
Customer testimonials play a vital role in any business because they are genuine comments from your customers. These customer testimonials prompt visitors to try out and buy your product or service.
By recording video testimonials, you can make aÌýpersonal connection with your prospects as it establishes credibility and trust. For a business, nothing defines success better than a customer talking about how the product has helpedÌýthem achieveÌýtheir goals.
Make a request to your loyal customers to record a short 1-minute video testimonial. You can ask them about their feedback, get positive reviews and get recommendations. They can also talk about how your company has helped themÌýsolve their pain points.
All of the above-mentioned tips and tricks can be implemented quickly withÌýtheÌýHippo VideoÌýextension for ×îв©²ÊÍøÕ¾ Desk.
Just share a link from the extensionÌýwith your customers and let them record videos with ease.ÌýHippo Video helps you create and edit videos right inside ×îв©²ÊÍøÕ¾ Desk and allows guest recording, so that your customers don’t even have to be signed up to record a video.
What are you waiting for? Go ahead, start using videos in ×îв©²ÊÍøÕ¾ Desk, engage your customers, and show them you care! You can find the extension , in ×îв©²ÊÍøÕ¾ Marketplace.
We would love to hear from you, so feel free to leave your comments and suggestions in the comments section below.
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