Tutorial videos are the preferred method of learning by many. However, many companies have no video tutorials for products or user interfaces.
It is a crucial channel that remains under-used.
Why do I need tutorial videos?
When it comes to Customer Service, companies keep missing out on the importance of strategy. They stick to traditional channels such as FAQs and Phone Calls and grow complacent.
According to Wistia, video helps reduce bounce rate as users spend 2.6 times more time on websites with video than those without.
Here are some of the ways that product videos can change how you engage with your customers.
Better productivity for users.
Videos can split complex insights, actions or instructions into simple visual cues. They are highly effective in sharing product information and interfaces with users.
Wyzowl survey found that 68% of users actually prefer to watch a video to resolve an issue rather than call support. Hence, instead of 10-minute support calls, creating 60-second tutorial videos of your product will help the user feel in control and achieve goals quickly.
At the same time, your company reduces costs while improving user satisfaction.
Explaining how your product works with video can save you thousands of hours. In the long term, it is a much more efficient approach because users learn at their own pace.
Minimizes customer frustration.
Once a customer has already bought and paid for a product or service, they usually want it to work. For that reason, customers seeking out support are already more likely to be spoiled.
And there’s nothing worse than waiting hours or days for reports from support staff.
Video tutorials can help customers obtain basic questions about how it works, answered in minutes.
They also help avoid frustration as many clients will be watching rather than contacting support lines.
If you want to reduce customer frustration, begin by identifying the main irritants and search your support queries.
If there’s one problem that is constantly brought up by customers, you can create a short video to explain how they can solve it.
Customers are more likely to engage with companies that provide learning material in video form.
Buying products and software online can be difficult. You’re simply not sure if the product will look similar as it was advertised.
Using product videos will help the customer trust your brand and engage with your services.
Tutorial video for SaaS could generate traffic to your website. Insivia found that a website is 53 times more likely to reach Google’s front page if it includes a video.
You should definitely consider it.
Video tutorials for SaaS are one of the key elements of intelligent client support strategies.
By embedding well-targeted videos, your clients can save time and feel frustrated. It also optimizes your pipeline, reducing costs and calls for support.
Google’s algorithms are increasingly prioritizing websites with video content, and that’s not something you want to ignore; 93 percent of online experiences start with a search engine, so you want to do everything you can appear on that crucial first page.
The creation of traditional video is often long and expensive as you need to record, edit and add a voice-over.
Interested in using tutorial videos in your Customer Support strategy?
Contact us today!