How do Videos Help Build Trust with Customers

Genre	Customer Experience
Duration	6 mins
Featuring	Stacy Justino

Takeaways

Cisco reveals that by 2019, 82 percent of all the internet traffic will comprise of videos. And it’s time to use such a powerful platform for something better than brand exposure. Videos help you give a face & personality for all your interactions with customers. Regardless of your product or service, customer trust plays a significant role in the purchase decision. Videos help in showing customers what your business is all about.

The more engaging and interactive your videos are, the more your consumers are going to feel as though they know and trust your business.

Establish a Human Connection

Many times customers make the call to the support team to interact and resolve issues with a real person. Something reassures them from connecting & communicating with humans rather than following the automated robotic instructions. When the customers listen to a video where the person tells their name and talks about their video, it makes a lot of difference.

Seeing a dedicated person sitting there to help them go a long way in building customer trust.

Simplify Technical Content

Almost half of the calls made to customer support is from confused users to clarify the already provided instructions. A video of a person explaining each step along with the screencast can avoid a lot of vagueness and unwanted confusions altogether. It is a fantastic practice to simplify highly technical content and thereby reduce customer churn.

It is an age of immediacy, and videos are a lot faster method to guide your customers, rather than depending on text alone.

Diffuse Tense Situations

“Keeping your customers happy, all the time!” is an unrealistic goal for any business in the world. You’re going to disappoint your customers from time to time. The goal should be to keep the friction as low as possible and to handle customer crisis promptly. Breaking any bad news to the customers in such a way that they don’t churn is tricky and very hard to achieve.

Videos are, again, a fantastic way to ensure that the customers are clear about your message & the intent.

Stacy Justino

Director of Customer Happiness, Wistia

An experienced operations management professional, Stacy Justino has proven her worth in SaaS industries. She has over a decade of experience in setting up customer support teams. She is a people-driven leader with a knack for building relationships, challenging the status quo, hiring & retaining exceptional employees, and facilitating career growth.

She discovered her passion for management at a Seattle-based video game company after two years of teaching in South Korea. Her strategies include listening for what isn't being said, digging beneath the surface to get to the root of a situation or problem, having crucial conversations, identifying what motivates people, taking risks, and pursuing out-of-the-box ideas & solutions.