This is a guest post by Priya Vijay, Product Marketer at Hippo Video.
Both agents and customers want to see tickets closed. How hard it is to close a ticket varies from one ticket to another. Customers don’t easily understand the effort and time an agent takes to close a ticket.
The only thing that customers want is a solution to their problem, and they want it ASAP. We can't blame them either, because it is understandable to 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. Video is the best way to convey a lot of info in the shortest time while making it easy for everyone to understand.
As we talk about communication and videos, you might wonder how customer support agents can use videos to resolve queries faster via your helpdesk.
Here’s the gist of what you are about to read:
Save time by sending video responses to customers' queries.
Easily understand support queries by letting customers raise video tickets.
Let your customers record videos by just sharing a link with them.
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 tickets faster.
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 convey your message. It has been found that product videos increase people’s understanding of products by 74%.
The best part about communicating via videos is that you can personalize them. We 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 send them to the customers. It could simply be videos of yourself explaining solutions, or demonstrations of complicated 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? It's natural for anyone not to understand chat queries in the first go.We've all been there. This again can be easily solved with videos.
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.
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 a personal 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 helped them achieve their 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 them solve their pain points.
All of the above-mentioned tips and tricks can be implemented quickly with the Hippo Video extension for Zoho Desk.
Just share a link from the extension with your customers and let them record videos with ease. Hippo Video helps you create and edit videos right inside Zoho 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 Zoho Desk, engage your customers, and show them you care! You can find the extension here, in Zoho Marketplace.
We would love to hear from you, so feel free to leave your comments and suggestions in the comments section below.