Using Customer Service Videos To Build Loyalty And Goodwill [Creators Tip 116]

Using Customer Service Videos To Build Loyalty And Goodwill [Creators Tip 116]

In this week's Creator's Tip we want to show you how to use video to get the best out of your customer service. We recently came across a company called 'Nextiva' on YouTube who are using their channel in a very unique way to interact with their customers. They are using short video clips to respond to tweets, questions, support issues and enquiries. We reached out to them to get their permission to use some of their customer service video clips for this week's Creator's Tip and we got the personal treatment ourselves!

We tweeted the company to ask permission to feature them this week and we received this reply from Max. He confirmed that Nextiva are all about providing amazing customer service and they aim to go above and beyond what's expected. And they certainly did. I guess we should have seen this coming but it was a wonderful surprise anyway.

Reaching out to them and getting such a unique response made us want to retweet their tweet and share their video with our followers. Just how many other people who received a personal response from Nextiva also felt compelled to share it with their followers? We're guessing the numbers are pretty high and so they should be. Social Media is all about building relationships and if you are a brand then adding this kind of personal touch is invaluable. You literally cannot put a price on the kind of goodwill that it can generate. Stories regarding really awful customer relations litter the internet so taking that extra step to address an issue or answer a query will definitely make your company stand out from the crowd.

 

If you can get the resources together in-house to film video content (it really doesn't have to be that expensive) then using this medium to respond to your customer's queries or issues is a really fantastic way of building a solid relationship with them. Creating a positive, approachable corporate personality through video content is probably one of the most effective ways of forging that human connection with your client base.

As if this post wasn't meta enough, Nextiva made a video in response to this Creator's Tip (which was published on YouTube a few hours ago). Thank you Nextiva!

Please let us know your thoughts on using video for customer service in the comments below. We'd love to hear your ideas or see examples of brands reaching out to you or others.


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Posted in Videos About Video
About the Author -
Tim Schmoyer is the host of ReelSEO's Creator's Tip and the author of "30 Days to a Better YouTube Channel". You can see some of his personal videos on his Family Vlog Channel. View All Posts By -

What do you think? ▼
  • http://motivideos.com/ Ivan Nelson

    Clever approach to customer service! This is another example of ROI that can't be measured in number views but in terms of customer loyalty. Thanks for sharing Tim!

    • http://timschmoyer.com/ Tim Schmoyer

      Yeah, I have no idea how'd you measure ROI for this one. :)

  • Yaniv Masjedi

    Tim, thanks so much for your thoughtful shout-out regarding our customer service videos. As a member of the Nextiva team, I work in conjunction with our customer service and sales departments to make sure nearly every tweet or Facebook post is responded to with a video. We find that our customers not only appreciate the extra effort we put in, but the videos help clients remember us when they (or someone they know) are looking for a cloud-based phone provider later on.

    As a tip for small business owners out there: You don't need professional equipment to make a great video. Just set up your smart phone camera, record a 10-15 second video, upload it to your company's YouTube channel and send your customer the link via email, Facebook and/or Twitter. It doesn't take a lot of time and you don't need to practice to be in front of the camera. In fact, customers seem to like it when we send videos that haven't been rehearsed because they come across as more authentic.

    Thanks again, Tim, and great job with your site, ReelSEO. I will make sure to tune in each week from now on to hear your excellent tips!

    • http://timschmoyer.com/ Tim Schmoyer

      Great tip on the equipment! That's so important for business owners to understand. Too many of them unfortunately disqualify themselves from implementing ideas like this because they think it requires expensive equipment and a lot of time. Thanks for showing us what it can look like!

    • Tim Blankenship

      Hi Yaniv. What a great idea! Do you guys upload the video responses as public or private? I find that I answer the same questions over and over on a daily basis and by recording inquires and questions, I would have a lot more video content out there.

      • Yaniv Masjedi

        Hi, Tim, thanks for your reply. Nearly every time we record a video, we post it public. In cases where we discuss private account information, we go private and email the link rather than post it on social media.

        • Tim Blankenship

          Smart. So your getting the video connection and views from potential clients. Would have never thought of that. Are you giving titles that would help with SEO?

  • http://www.altivon.com/ Scott Colesworthy

    Very interesting. Does Nextiva also use video as a way to respond to some people as a follow up to phone calls when you have their email or twitter address?

    • http://timschmoyer.com/ Tim Schmoyer

      I'm not sure. I bet if you tweet them to ask, you'll get a video back explaining the answer in more than 140 characters. :)

    • Yaniv Masjedi

      Hi, Scott, Our video replies aren't only used for Twitter and Facebook posts. If applicable, we try to post a video as a reply to a phone, email or website chat session. We find that video introduces a more personal/human element. Our customers love it.