How to use video messages for customer success

If you want to make sure that your prospects and users adopt your product, video messages are your best friend. Here are five ways to use them.

How to use video messages for customer success

With brand communication going digital, effective communication is vital for the success of your brand.

While text-based content has its merits, video based content offers an added value that can largely enhance customer success training.

A recent case study by Wyzowl in 2023 found that a whopping 91% of consumers want to see more videos from brands online.


Source: Wyzowl

This makes it clear that most people prefer watching videos when they interact with brands.

In view of this customer preference, it's vital for your brand to use videos in your communication.

In this blog post, we will explore five effective ways to include videos in your strategy. But before we delve into the use of video messages, let's first know what customer success means in the SaaS industry.

What is Customer Success?

Customer success is all about taking a proactive approach. It is a means of making sure that customers achieve what they want when using a product or service.

It means understanding what customers need, offering support, and building long-term relationships to create satisfaction and loyalty.

For instance, let's say you have a SaaS product that helps businesses manage their social media marketing. Customer success in this context would mean ensuring that customers achieve their goals of increasing their online presence and engaging with their audience effectively.

To ensure success, you would provide customers with:

  • Support and resources that help them navigate the software.
  • Guidance on creating successful social media strategies.
  • And, continually check in to make sure they're getting the results they desire.

Here, you can use video messages for customer success training. Let's know how.

5 Ways to Use Video Messages for Customer Success

There are many types of customer success training videos. Here are the most effective training video examples for customer success in real life.

1. Step-by-Step Product Walkthrough

Video messages are a great tool for offering product walkthroughs. By showing how to use your product, you can help customers better understand its features and use cases.

For example, if you have project management software, you can create a video showing how to create tasks, assign team members, and track progress. It can vary from having a talking head to animated training videos. Effective training boils down to creating compelling customer success stories. Even screen captures would do the trick.

This approach allows your customers to quickly grasp the product's value and understand its potential impact on their business.

You can use a cloud-based screen recording software for this purpose. Explore the top seven software here: 7 Screen Recording Software

2. New Product Launch

Video messages can be a key asset during product launches. Instead of relying solely on written descriptions, you can create engaging videos that showcase the product's USPs and benefits.

For instance, if you are launching a mobile app, you can create a video that shows how the app works, its user interface, and the benefits it offers.

These videos can be shared via email, social media, or on your website to generate excitement and interest among potential customers.

Your buyers will appreciate this visual approach, as it helps them assess the product's suitability for their business process.

3. Product Updates

SaaS product owners like you keep upgrading their products. Here, if your users don't know about the new releases, they might miss the added value.

Hence, regularly updating customers about new features, refinements, or changes to your product is critical to ensure customer satisfaction. It eventually helps in product adoption which is critical to reduce customer churn.

Video messages can effectively convey your product updates in a concise and engaging manner. With every product update, you can send an email (consisting of a video) to your users. This video will quickly take them through the added value.

4. Social Presence and Engagement

Building a strong social presence is vital for modern brands. Video messages offer a great way to engage with your audience on social media.

In fact, using video content helps brands grow their revenue 49% faster compared to those who don't use videos.

For this approach, you can:

  • Create short videos that provide useful tips.
  • Share success stories.
  • Address common customer queries.

For instance, if you are in the fitness niche, you can create workout tutorial videos, customer success stories, or answer FAQs through video messages. You can simply share these videos on your social handles to gain customer attention.

You can also talk about your customer stories and how they solved the same issues with your product.

This way, your social followers will relate to your offerings, and your chances of getting them onboard will go high.

5. Enable Customer Self-Service

Sometimes, the best customer service is when customers can help themselves.

As a customer, imagine if every time you had a small question, you had to contact the support team:

  • Need to change your password? Contact support.
  • Want to update your billing details? Contact support.
  • Thinking about upgrading your subscription? Contact support.

If this sounds familiar, it's time to think about offering more self-service support options.

Allowing customers to access self-service resources can greatly enhance their experience.

And, for you, this means a lower cost of customer service. It's a win-win.

Here, video messages can serve as asynchronous training. It will enable customers to solve issues, learn new features, or explore product features at their own convenience.

Also, creating your own training videos reduces the need for direct support and empowers customers to find solutions independently.

For example, if you have a software product, you can create a library of video tutorials that cover common tasks or frequently faced challenges. Your users can access these videos whenever they need help, reducing their reliance on direct support.

Videos are Your Key to Custom Success

Using video messages in your customer success strategy can yield awesome results.

Your customers prefer videos over textual content and you can use this trend for your good.

By leveraging this versatile medium, your customer success managers can take their initiatives to new heights, ensuring long-term satisfaction and loyalty.

Hence, if you're looking for a software solution that can help you create videos for all the uses we've discussed here, Trainn is your best pick.

Using Trainn, you can create stunning product walkthroughs and feature videos in just five minutes. Try Trainn Today.

Sinduja Krishnakumar

PUBLISHED ON: 6/29/2023