Today’s consumers are visual and interactive. They respond best to experiences that engage them and give them a sense of personal connection. Whether it’s making a reservation, buying tickets or reading about new products, today’s customers expect interaction with brands to be fast, personal and frictionless. Video messaging as a tool for customer experience is growing in popularity because it meets these needs so well by giving your customers more of an insider view into your brand. Read on to learn how you can use these 7 video message ideas to help you improve your customer experience.
1. Video Messaging For Customer Support Instructions
As consumers become accustomed to the convenience and ease of online shopping, they expect the same level of ease when they’re buying your products. Personalized customer service videos help you provide that level of checkout simplicity and ease by providing clear instructions on how to use your products. Used as a part of your support process, quick and short videos can be a great way to answer frequently asked questions and help customers get the most out of your product. Providing these quick and easy access points to customer support can help alleviate the need for support staff to field the same questions over and over again and give customers quick answers they need while they’re still in buying mode.
2. Video tutorials - Enable Customers To Understand Your Product Before They Buy
Personalized video tutorials can help you provide a step-by-step guide on how to use your product. This can help potential customers better understand your products before they buy them. For example, when Apple introduced their new MacBooks with the “Touch Bar” feature, many customers had questions about how it worked. Knowing their customers would want to understand the function and how it would make work easier, Apple created a video tutorial to help customers learn how the Touch Bar can be used. When your customers can see how your product works, they’re more likely to understand what they’re buying. Personalized video tutorials can help you convert more sales than if you only had photos of your products online.
3. Keep The Customer Experience Going Beyond The Sale
Beyond just helping a customer understand your product, video can help you keep the customer experience going beyond the initial sale. If you’re selling a SaaS product, you can use videos to help your customers understand how to best use the software. Or, if you’re an ecommerce store selling products online, a video walkthrough may be the best way to help your customers understand how to best use and take care of the products they’ve purchased from you. For instance, when Best Buy wanted to help their customers understand how to best use their new smartphones, they created an interactive video guide on their website where customers could get assistance on using and setting up their new devices. Using personalized video messages can help keep the customer experience going by answering any additional questions beyond the initial sale.
Likewise, you can follow up with a post purchase thank you video for your customers every time they buy. This is a great gesture that will help you stand out and develop a good relationship with your customers. It will make your customers feel at home and that you care for them. The deeper the relationship the more likelihood of them developing affinity and familiarity with your brand and your products. Personalize your video as much as possible. Use personalized video platforms like Maverick to achieve this at scale. There's no sweeter word in someone's vocabulary than that person's name. Greet each customer by name on each video. Maverick is an easy and effective way to do so at scale.
4. Show Off Your Company’s Culture And Values
One of the most effective ways to convert new customers is to show them what your company is about. Your brand’s values and culture are important pieces of information that customers should know before they make a purchase. If you have videos that showcase your company culture, you can use those videos to market your brand and products to new customers. For instance, REI has several videos that showcase their company culture and values. This is done through short videos of employees talking about things such as customer experience and inspiring employees. Because these videos are readily available on REI’s website, customers can watch them to get a better understanding of what the brand is all about. This can help potential customers feel more confident about buying from REI because they know what to expect from the experience.
5. Welcome And Onboard New Customers
One of the best ways to offer exceptional customer experience is to welcome new customers to your brand with a video. Customers who are new to your brand may be nervous about trying your products, so a welcome video can help ease their fears. For instance, when Amazon acquired Whole Foods, they created a welcome video outlining their commitment to sustainability and customer experience. The video featured senior Amazon employees talking about the company’s values and how they plan to implement them with Whole Foods. Easing the nerves of new customers and welcoming them to your brand can help you retain more customers. Having an onboarding video for new customers can help them get set up with their new account or know how to use your products.
6. Upsell And Give Exclusive Access To New Products
As your customers interact with your brand, some of them may want to try other products that you offer. Using personalized video messages, you can upsell certain products to your customers and give them access to special new products before they’re released. For example, when Disney wanted to keep customers engaged with their brand, they created an online video series called “The Drop.” This series features Disney characters and actors telling viewers about new Disney products and giving them a sneak peek. This way, customers are excited to see the new products in their online accounts. This can help you sell more products and keep customers engaged with your brand.
7. Congratulate Or Thank Customers
When you want to show your appreciation to customers, sending a video message can be a great way to do so. Sending a personalized video message to customers after they’ve purchased a product or have used your service can be a great way to show your gratitude. For instance, when Netflix wants to show customers that they appreciate their business, they send them a personalized video thanking them for being a customer. This video has become a popular way for the company to show their appreciation. Using video to show your appreciation can help create a strong customer relationship and help keep customers engaged with your brand.
Summing Up
Video brings your brand to life and gives customers a more intimate look at your company culture. In this digital age of quick bites and short attention spans, personalized video messages are an excellent way to create an engaging and interesting experience for your brand. Consumers are visual learners, so video can be a powerful tool for delivering your message and engaging with your customers. The best part about video marketing is that you have the ability to create original, authentic content tailored just for your business and customers.
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