The Difference Good Customer Service Makes
Customer service is the ultimate win-win. It drives retention — 95% of customers say it’s important for earning their loyalty. And it cuts costs by dramatically reducing calls to your call center. In short, happy customers are better customers.
How To Scale Customer Service With Video
Let customers serve themselves on demand 24/7, all in an easy-to-watch video. From links to branching to UGC, Interactive Videos let users navigate to the solutions they need when they need them.
Customer service videos are your secret weapon. Offload calls by answering common questions proactively and personally. Or send an automated follow-up video after a call to recap next steps.
When customers are stressed, it’s not the time to overwhelm them with fine print. Personalised Video is an empathetic, human channel that takes a 1:1 approach and scales it for millions of customers.
Have an online customer portal? Personalised welcome videos are a great way to get customers to opt in during the onboarding process. Users can easily click to log in right from the video.
Customer Service Video Results
What Our Clients Are Saying
Customer Service Videos
Let’s TalkWe help the world’s top brands upgrade their customer service with Personalised and Interactive Video. Let us show you how it can work for you.
When something is broken in your business, it can be difficult to come together as a team and identify the root of the problem. In the case of customer churn, however, there’s a strong consensus among industry experts who say that your broader customer experience strategy has a profound impact on your retention rate. That can include everything from onboarding to customer service. It’s whatever makes your experience unique from that of your competitors. And as you’ll read below, reducing customer churn requires a customer-centric approach, enriched through personalization and a strong CX. While churn is often overlooked, secretly undercutting your bottom line, if you’re here, you know it’s a problem. We’ll dig into causes and solutions below and leave you with a few next steps for how to reduce churn and, even better, build a roadmap to strengthen customer loyalty for the long term. How Can You Reduce Churn?
How can you engage customers, promote self-service, boost your bottom line and go green, all at the same time? Sometimes, it just takes the right digital tool and an innovative approach. That’s what Mercedes-Benz Finance found when they leveraged Idomoo’s Next Generation Video Platform to create Personalised Videos for both the beginning and the end of the customer journey. At the start of the customer’s journey, the video welcomed them to Mercedes-Benz Finance, explained what to expect, and shared how to manage their agreement in the self-service portal. Near the end of their agreement, customers received a video that covered their options and next steps for their agreement. Combined, the videos represented a powerful, personalised approach to customer communications. Using Idomoo’s platform to seamlessly blend creative with customer data at scale, each video was 100% unique with personalised details like customer name plus dynamic scene logic for different flows. Take
Go ahead — shout out some words to describe video marketing. Sleek? Modern? Easy to watch? Engaging? Now think of how you’d describe bill communication. Dry? Confusing? Boring? Boring? Did I guess right? In general, video gets labeled trendy and fun (if you said “expensive,” you need to read the first in our roundup of video marketing myths) while bill communications are considered dull. So how can video and bills — two things that are so very different — get into the same message? And why does it matter? That’s a lot of questions for one blog intro. Read ahead. We’ve got answers. The Problem With Bill Communications If you think your bill communications are tedious, we can guarantee your customer thinks the same way. Just imagine how it feels from their end. We do so much to get new customers on board with fancy advertising campaigns. Marketeers, designers, brand
You know customer service matters. The vast majority (95%) of consumers say it’s critical for brand loyalty. And 93% of customers are likely to make repeat purchases with companies that provide excellent customer service. But an influx of new technology, processes and channels have made customer service increasingly complex, leaving brands struggling to keep customers happy. What happens when your customer service strategy falls short? Ultimately, loyalty suffers. Maybe you’re seeing a dip in your NPS scores or noticing that churn is on the rise. We’re here to help. Below, we’ll dig into the top 5 reasons your customer service strategy may be leaving customers frustrated. 1. You’re Reactive, Not Proactive Customer service isn’t just about solving problems. It’s also about preventing them. By doing so, you avoid preventable issues that can upset customers. Better still, it shows customers your dedication to creating a seamless customer experience before they have
According to an Ericsson survey, it takes smartphone users 4.1 days to successfully complete an interaction with a service provider, on average. And this has a massive impact on satisfaction levels — the number of satisfied customers decreases by nearly 30% after more than 1 day of trying to resolve something. To streamline the customer service experience, telecommunication companies are turning to digital tools. The issue, though, is that generic emails and automated replies lack the empathy so-needed during this critical touchpoint. To add back a human touch, telecom companies can send out videos breaking down what customers need to know. Better still, make them personalised to every viewer, giving customers relevant answers when and where they need them. It’s called Personalised Video — and we’ve seen it slash call centre volume by over 35%. Curious to see how it works? Keep reading. What Is Personalised Video? Over 60% of
In today’s business climate, customer loyalty is increasingly elusive. According to research from Inmar Intelligence, almost 65% of consumers have switched brands either “often” or “very often” within the past three months. With that being said, it’s more important than ever to make the most of your current customers — and increasing your customer lifetime value is a great way to start. Boost your customer loyalty. Encourage repeat business. Watch your bottom line grow — it’s all possible when you start investing in ways to increase your customer lifetime value. We’ll share our five top tips and tricks to help keep your CLV high throughout the customer journey. Ready to get started? Let’s go. What Is Customer Lifetime Value? Customer lifetime value (CLTV) measures the value of a customer over the course of their relationship with that business. It shows the total revenue a brand can expect to earn from
The world of marketing is rapidly changing. Today’s consumers are more digital than ever, and they’re expecting brands to keep up. At the same time, consumers are also becoming increasingly savvy with their devices and are navigating through the digital landscape with ease. To meet these changing consumer expectations, you need to consider how to be omnichannel in your approach. By implementing an omnichannel strategy, you can give your customers the CX they deserve wherever they are — whether it’s on social media, via email campaigns and beyond. We dig into the benefits marketers are seeing by using this strategy below. Omnichannel Marketing: What It Is In the past, brands interacted with customers in channel silos. But customers no longer limit themselves to a single channel. They’re constantly switching from websites to apps and more to complete a single task. To adapt, brands are using omnichannel marketing — a strategy