The Power of Video in the Field of Customer Service {Guest post by Alleli Aspili}

Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation.

Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays. If a video can’t entertain, then why can’t it inform simultaneously—specifically in the realm of customer service?

When people call support centers, it’s because they need certain information. So why not publish a video that addresses their needs? Videos are very efficient in dispensing valuable information that would help the customer base enjoy and possibly encourage more transactions. Here are a few instances where videos would come in handy.

  • It’s a great tool for explaining incomprehensible

Are you introducing a new service or adding a feature to an existing product? How can people appreciate these innovations if they don’t even know how or when to use them?

Through a “video manual,” customers’ concerns are addressed and the number of people planning to call tech support reduces as well. 

  • It helps potential customers warm up to a product.

Videos can be used to market a product and introduce it to a larger audience. Nonetheless, they can be used for a more in-depth explanation, rather than just a mere advertisement.

By explaining a new product through a video, consumer connection and relationship is already being established—which is, by all accounts, the backbone of an excellent tech support in the long haul.

  • It’s an efficient method of responding to user’s concerns.

Step-by-step video tutorials explaining how to solve general problems, which are accessible to customers, enable them to handle it by themselves. Furthermore, it frees up support agents, allowing them to concentrate on more complex situations.

Video demonstrations present enormous amounts of information faster than instructions written on paper—making it easier for customers to get to the bottom of an issue.

  • Used as a tool to demonstrate their apprehensions.

Describing and explaining matters over the phone or email can be confusing and erroneous. Since many people have phones capable of shooting videos these days, they can show tech support the exact things necessitating solutions.

Provide a system where people can show “problem videos” to speed up the way they can describe their problem, as well as with how the tech support can respond.

In this day and age, videos are simply the fastest way to communicate an idea. Since tech support is the interplay between a customer and company focused on a particular problem, having a video component guarantees to speed up the process. One thing’s for sure, it’s a tool that modern companies should be taking advantage.


Alleli Aspili is a Senior Specialist for Business Development in Infinit Outsourcing, Inc. (Infinit-O), an ISO-certified BPO company that caters inbound call center, finance and accounting and healthcare outsourcing to SMEs. Responsible for maintaining Infinit-O, Infinit Contact, Infinit Healthcare, Infinit Datum and Infinit-O Accounting online brand and content.

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Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.

Follow on Twitter: @josephmichelli

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