Why Video is the Future of Customer Experience?

Once upon a time, video content was a nice-to-have. Now? It's the superhero of customer care. In a world where killer customer experiences are the name of the game, businesses need to keep up with the ever-changing tech landscape.

Why Video is the Future of Customer Experience?
Doriane Stagnol
Doriane Stagnol

Why Video is the Future of Customer Experience

Enter video, the new customer engagement champion. With 86% of marketers embracing it and 78% seeing a sales boost, it's no wonder that videos are the go-to strategy for driving growth. Plus, who doesn't love a good video, right? Apparently, 74% of consumers agree, as they're swayed by a brand's social media presence when making purchasing decisions.

Video marketing is taking over the world, with 71% of B2B and 66% of B2C marketers joining the party

96% of people watch videos to learn more about products and services.

Ready to join the video revolution? Dive into this article to uncover the magic of video in customer care and how it's transforming the customer experience in today's digital age. Let's go!

The Power of Video in Customer Experience 

Lights, Camera, Engagement!

Short attention spans are the new norm, and brands need a secret weapon to reel us in. Meet video content, the engagement hero we all need. Wyzowl shows that 84% of consumers buy things after watching a brand's video. That's some serious engagement power!

We remember a whopping 95% of a video message, versus a sad 10% from text. 

Hello, rock-solid customer bonds and sky-high conversions!

Feeling the Love: Emotions and Connections

What makes video the real MVP? It's all about those feelings! Videos let brands ditch plain text, bringing messages to life with body language, expressions, and tone. The result? A human connection that builds trust, loyalty, and long-lasting customer love.

Take Apple's product launches, for example. Emotional storytelling and stunning visuals make us all iBelievers, eagerly waiting for the next big thing.

Breaking It Down: Complex Info Made Easy

Got a tough message? Video content is your trusty sidekick. It turns complicated mumbo-jumbo into bite-sized visuals we can all enjoy. No more tedious text or jargon-filled nightmares!

IKEA, for instance, uses videos to show us how to build furniture without breaking a sweat. And Microsoft's tutorials make their software as easy as pie. Yum!

In a nutshell, video content is a customer experience game-changer, boosting engagement, sparking emotions, and simplifying the tricky stuff. By embracing video, brands create unforgettable journeys that keep us coming back for more. Lights, camera, customer experience magic!

The Dynamic Role of Video in Customer Experience

Video Customer Support: A Real-Time Lifesaver

Live video support brings a ton of perks for customers and businesses alike, making it a must-have element in today's customer experience. With video support, customers and support agents can interact face-to-face in real time, speeding up problem-solving and delivering a tailor-made experience.

97% of customers say that a video is an effective tool for the customer.

Product Demos and Tutorials: Teach and Impress

Video content is perfect for flaunting product features and teaching customers how to use them. Clear, step-by-step demonstrations are easy for viewers to follow, leading to a better grasp of the product and its advantages.

Take Sephora, the cosmetics brand, as a prime example of video content done right for product demos. They regularly whip up video tutorials featuring various makeup techniques and products, helping customers master their offerings. These videos not only offer valuable education but also strengthen brand loyalty and boost sales.


Customer Onboarding and Training: A Smooth Path to Success

Seamless customer onboarding and training are crucial to guarantee long-term happiness and success. Video content plays a starring role in this process, providing easily digestible information and guiding new customers through a product or service's features and functionalities.

Software-as-a-Service (SaaS) companies, like HubSpot, often turn to video for customer onboarding and training. They create extensive video libraries that cover every aspect of their platform, from account setup to advanced feature use. This approach lets customers learn at their own speed, leading to increased adoption rates and overall satisfaction.

To sum up, video content is a versatile powerhouse for elevating customer experience across various touchpoints, from live customer support to product demos and customer onboarding. By harnessing the power of video, companies can deliver more engaging, informative, and personalized experiences that fuel customer satisfaction and long-lasting loyalty. Lights, camera, customer delight!

Video Magic: Supercharging the Omnichannel Customer Experience

Weaving Video into Touchpoints Galore

A flawless omnichannel experience is key to meeting customer expectations and nurturing brand loyalty. Weaving video into multiple customer touchpoints creates a consistent, engaging experience, whether it's social media, email marketing, in-app communication, live chat, or even in-store experiences.

A single minute of video is worth about 1.8 million words.

Take clothing retailer ASOS, for example. They use video on their website, social media channels, and email campaigns to showcase products and offer personalized style recommendations. By blending video into various touchpoints, ASOS delivers a consistent, immersive experience for their customers.

Personalized Video Content: The Customer Whisperer

Personalized video content can significantly amp up customer experience by making customers feel valued and understood. Brands can tailor content based on customer preferences, browsing history, or past purchases for a more relevant and captivating experience.

Consider Barclaycard, which uses personalized videos to explain credit card offers to customers. By customizing videos with individual customer data, they can clarify the perks of each offer more effectively, leading to happier customers and increased conversions.

Video Analytics: Unlocking Customer Insights

Video analytics can unveil valuable insights into customer behavior, helping brands make informed decisions to enhance the overall customer experience. Metrics like watch time, drop-off rate, and engagement can pinpoint which content resonates most with customers and what areas might need a tweak.

For example, a software company might find that users often drop off during a specific part of a tutorial by analyzing video analytics. This insight can help the company revamp the video to be more engaging or break down complex concepts more effectively.

Lights, Camera, Customer Experience Strategy!

Choosing the Right Video Platform: Lemon, Your Paid Live Video Hero

In the ever-evolving digital world, businesses must prioritize delivering an engaging, interactive customer experience. Lemon, a paid live video platform, is the perfect choice for creators and businesses looking to monetize and manage their live video content effortlessly. Lemon combines live video, direct payments, and support services, ensuring a top-notch experience for content creators and audiences alike.

Built to help businesses create profitable, sustainable online businesses through live video, Lemon caters to the burgeoning creator economy and the growing trend of monetizing user-generated content. With 92% of consumers trusting organic content more than traditional advertising, Lemon offers a platform that capitalizes on this shift in consumer preferences.

Lemon's seamless payment system lets content creators receive payments directly from viewers, unlocking new customer behaviors, relationships, service delivery ideas, and business opportunities.

The versatile platform supports revenue-driving activities like webinars, live events, training courses, professional services, live commerce, premium customer experiences, and exclusive access. Lemon's proprietary technology ensures optimal video quality, real-time experiences, and robust privacy and security features.

As live video becomes increasingly critical in business operations and customer engagement, picking the right platform is essential. Lemon offers an all-encompassing solution catering to creators and businesses, helping them adapt, grow, and thrive in the ever-changing digital landscape.

Training All-Stars and Crafting Mesmerizing Video Content

Proper training for customer-facing staff is vital for leveraging video in customer experience effectively. This includes teaching staff to communicate clearly and professionally on camera and understanding the video platform's features and functionalities. Moreover, brands should focus on creating captivating video content that hooks the audience, tells a compelling story, and provides real value.

Tips for creating engaging content include:

  • Employing high-quality visuals and sound;
  • Maintaining a clear structure and flow;
  • Addressing customer pain points and providing solutions.

Measuring Video Success in Customer Experience

To evaluate video effectiveness in customer care, brands should track key performance indicators (KPIs) like customer satisfaction, engagement, and conversion rates. By monitoring these metrics, businesses can pinpoint areas for improvement and optimize their video content to serve their customers better.

For instance, if a company discovers that their product demonstration videos have low engagement rates, they might consider shortening the videos, adding more visuals, or addressing different customer pain points. By continuously refining their video content based on performance data, brands can ensure that their customer experience remains engaging, informative, and effective.

In a nutshell, integrating video into your customer experience strategy can work wonders for engagement, personalization, and customer insights. By selecting the right platform, training staff, creating compelling content, and measuring success, you'll be well on your way to delivering a magical customer experience.

Lights, camera, customer satisfaction!