5 Ways to Create Omnichannel Customer Experience with Videos

Know these 5 cool ways to improve your customer experience and make them feel welcomed at every touchpoint.

5 Ways to Create Omnichannel Customer Experience with Videos

Using videos in marketing can bring positive returns, as reported by 92% of video marketers.

What is more interesting is that videos can even assist SaaS businesses in delivering omnichannel customer experience.

Need more clarity? Let us first understand what omnichannel customer experience is.

What Is Omnichannel Customer Experience?

Omnichannel customer experience simply means making sure your customers have the same experience with your brand, whether they interact with you online or offline. It significantly improves your customer experience with the product.

In simple words its about maintaining the same user experience wether you're online or a brick and mortar store. This requires being available to your customers and making it easy for them to engage with you throughout their shopping experience.

In terms of SaaS, omnichannel customer experience examples can be all the ways customers interact with your business. This includes phone calls, live chats, social media, follow-up emails and even in-person visits to your office.

However, managing the same experience across all these multiple channels can be tricky. You have to make sure that your communication remains the same and that customers are pleased.

One cool way to ensure a great omnichannel customer experience is to use videos. People love to interact with visual content, and videos are at the top.

Videos can be a powerful tool to connect with customers, educate them on your product or service and build brand awareness.

Here are 5 ways to improve the omnichannel customer experience using videos.

5 Ways to Improve Omnichannel Customer Experience Using Videos

Let us start with omnichannel journeys and customer experience.

1. Make Videos Part of Your Marketing Funnel

Videos can be a great companion for product marketing. No matter what your approach to attracting and nurturing customers for your SaaS product is, you will need content. And nothing can be better than videos.

In fact, 89% of people state that a video convinced them to buy a product or service.

89% growth to videos in omnichannel strategy

Here is how you can use videos at two of the most critical stages of the marketing funnel.


  • Create explainer videos that show your product's unique features and benefits. Share these videos on social media to attract potential customers. Your digital channels are the best for more reach.
  • Create video ads to target your audience on various social platforms and search engines.
  • Collaborate with influencers in your industry and create videos with them. This can show how your product can help solve common customer problems. This can also help you meet your customer expectations.


  • Use demo videos to show your product and its abilities. These can be embedded on your landing pages and shared with leads who have shown interest in your product.
  • Create personalized videos to help prospects learn how your product can solve their problems. By taking this proactive approach to customer education, your customer service teams will thank you later.
  • Use customer testimonials videos and share them on your website.

2. Onboard Customers with Videos

Understanding SaaS products can be difficult. Your customers need support and training to get started with your product. Using videos in your omnichannel strategy here can be a great tool to explain your product.

Here is how you can do it.

  • Create tutorial videos that help new customers get started with your product and know its key features.
  • Understand your omnichannel customer journey and create explainer videos to help customers break down complex processes or features within your product.
  • Use personalized videos to motivate customers to upgrade their subscriptions or buy add-ons.

3. Use Videos to Deliver Product Value

If your customers do not get the desired value from your product, they are more likely to churn. So, if you want to make sure that your customers make the most of your product, you need to train them.

Videos as part of your multi channel strategy are a great medium to help customers get the best value from your product. The following is how you can train customers for better value.

  • Create training videos that show how to best use your product.
  • Create helpful videos that offer tips and advice on how customers can use your product more efficiently.
  • Send out video newsletters that provide updates on new features, product releases and other relevant news.

4. Engage with Your Customers Using Videos

If a customer has a query or issue with your product, you can create videos to help them troubleshoot.

You should post these videos on your website or community platform. They can be a helpful resource for users who prefer visual learning. Or it can also help people who want to solve a problem quickly without having to contact customer support.

5. Personalize Videos for Better Results

Targeted videos can help you deliver a more engaging and effective customer experience. By tailoring videos to specific customer segments, you can create content that is more relevant and valuable.

This, in turn, can lead to higher engagement rates, improved retention and, ultimately, higher customer loyalty.

Here is how you can do it.

  • Use customer data: Analyze customer data to understand their preferences, needs and behaviour. Use this information to create targeted videos that address their specific pain points and interests.
  • Personalize video content: Tailor your video content to the specific customer segments you are targeting. This can include using different messaging, visuals and tone of voice for different customer groups.
  • Use personalized calls to action (CTAs): Use CTAs that are personalized to the customer's stage in the customer journey. For example, if a customer has just signed up for your product, your CTA might be to watch a tutorial video on how to get started.
  • Incorporate customer feedback: Use customer feedback to improve your video content and make it more relevant to their needs. This can include addressing common pain points or answering frequently asked questions.

Wrapping Up

In conclusion, videos can be a powerful tool for creating an omnichannel customer experience in SaaS businesses.

By using videos at every stage of the customer journey, you can attract, onboard, train and engage customers in a more effective way.

By following the 5 tips listed in this article, you can leverage the power of videos. It will help you improve customer satisfaction and drive growth.

So, start using videos for customer success today.

If you are looking for help in creating these videos, try Trainn. The tool can help you create product videos in 5 minutes. Sign Up Now.

Sinduja Krishnakumar

PUBLISHED ON: 4/27/2023