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How to Use Video for Better Customer Success!

Customer success professionals don’t have the easiest job. They educate new users, solve problems, make people happy and they all do it with big smiles on their faces. They make customers’ lives so much easier, so wouldn’t it be nice if we could make their lives a little easier in return? Video is a great tool to help these dedicated teams to do their jobs. Think about it!

Support – Because it’s great when someone watches your back


New users are still figuring out how to get the most out of your product or service. Text FAQs aren’t always accessible or straightforward, so a couple of crystal clear FAQ videos will help a lot of people who otherwise would have contacted support.

Simple self-service FAQ videos equal happier customers and more quality time for your customer success team to dole out. Sounds like a win-win to me!

We’ve started to pour our FAQs into snappy videos. The difference between our four packages for example, is explained before you can even say “I’ll have one of each, please!


Wistia video thumbnail - FAQ - What's the difference between the four packages?

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While FAQs answer common questions, tutorials can walk your users through multi-step processes. Take a new account setup or a technical integration for example. A tutorial will take you through every step. From turning your computer on over accessing the right settings to checking whether or not your changes work like a charm. You will get your customers from UGH to OOOOH in no time.


Live video support

Some companies are experimenting with live video support. It makes the exchange more personal and even allows customer success teams to share screens and demonstrate products. You can give them the personal experience they often crave without anyone having to leave the house.

Delight – From small smiles to tears of joy


Keeping a customer is way more cost-effective than making one, so don’t forget your customer once the deal is closed. This is the time to prove once and for all that they made a super smart decision choosing for your product or service. Send them a sweet/cute/inspiring/warm (whatever speaks to your brand) welcome video, guiding them on their way to success.


Personalized thank you videos

A great way to surprise and delight a customer is a personalized thank you video. There are two things you can do:

  1. Make a general thank you video for all of your customers and let your customer success team record a little personal intro to send along.
  2. Use personalized video. Some platforms, like Vidyard, allow you to make video templates that add specific information from the CRM system, such as someone’s first name or company name, and embed it into the video. That way, your customers will watch a video and see their name written on the screen as they’re watching. Think of those Facebook Friendship videos. Magic!


Once again, video comes and saves the day! There are so many different ways you can use video to elevate your customer success team.

Want to see how you can implement video in your customer service strategy?

Let's talk video!


Tags: Strategy, Sales