How to Use Video for Customer Support

Customer support is one of the most important functions of any business. It’s your opportunity to resolve customer issues and help them have a positive experience with your brand. One of the best ways to provide excellent customer support is through video. Video allows you to connect with your customers on a personal level, which can build trust and loyalty. Plus, it’s a great way to resolve issues quickly and efficiently. In this blog post, we’ll explore how to use video for customer support. By the end, you’ll have all the tools you need to provide top-notch customer support through video.

What Video Customer Service Can Do for You

  • Decrease time-to-resolution by answering questions faster.
  • Deflect tickets by helping your customers help themselves.
  • Save on support costs by closing tickets sooner.
  • Increase customer satisfaction by transforming the support process into an experience.
  • Drive retention by providing personalized connections and attentive care.


Good customer service videos deliver knowledge in an easily consumed package. The best customer service videos build individual connections between customers and support agents, making users feel heard and cared for.

5 Ways to Put Video to Work for Your Customer Support

In our fast-paced, digital world, it’s no surprise that video is one of the most popular forms of content. We consume videos for entertainment, education, and even just to kill time. And as the technology for creating and consuming video content becomes more accessible and user-friendly, it’s no wonder that businesses are turning to video to support their customers, too. There are a number of ways to use video for customer support, from creating how-to guides to responding to customer inquiries. In this blog post, we will explore six ways you can put video to work for your customer support efforts. By leveraging the power of video, you can provide a more engaging and effective experience for your customers.

#1: Build a Video Knowledge Base

Having a video knowledge base is one of the best ways to put video to work for your customer support. A video knowledge base is a collection of videos that answer frequently asked questions or provide step-by-step instructions for using your product.

Creating a video knowledge base has a few key benefits:

⚡️ It can help reduce the number of support calls and emails you receive, as customers will be able to find answers to their questions more easily.

⚡️ It can free up time for your support team, as they won’t need to spend as much time on the phone or replying to emails.

⚡️ It can improve customer satisfaction, as customers will be able to find answers to their questions more quickly and easily.

If you’re not sure where to start, here are a few tips:

⚡️ Start by creating a list of commonly asked questions or problems that your customers have. Then, create a short video for each issue. Keep the videos short and to the point – around 2 minutes each is ideal.

⚡️ Make sure to use clear, concise language in your videos. Avoid industry jargon, and explain things in simple terms that everyone can understand.

⚡️ Use graphics and screenshots where possible to help illustrate your points. This can be especially helpful for complex issues or instructions.

#2: Send Thank You Videos

Sending thank you videos is a great way to show your customers that you appreciate their business. Not only does it show that you value their patronage, but it also gives them a chance to see the faces behind the company and feel appreciated.

When sending thank you videos, be sure to personalize each one. Mention the customer by name, and perhaps include a quick clip of them using your product or service. Thank them for their business, and let them know how much you appreciate it.

If you have the budget, consider sending thank you videos on a regular basis. This will not only make your customers feel appreciated, but it will also keep them coming back for more.

#3: Create Customer Onboarding Videos

If you want to reduce customer support requests, one way to do so is by creating customer onboarding videos. These types of videos can be used to walk new customers through the basics of using your product or service. By doing so, they will be able to find answers to their questions without having to contact customer support.

Not only will this save you time, but it will also save your customers from frustration. After all, no one wants to have to wait on hold or search through a knowledge base for an answer when they can just watch a short video and get the information they need right away.

When creating customer onboarding videos, be sure to keep them short and sweet. No one wants to watch a long video when they’re just trying to figure out how to use your product. Also, make sure that your videos are high quality and easy to understand. The last thing you want is for your customers to become even more frustrated because they can’t figure out what you’re trying to say.

#4: Optimize Support with CRM Integration and Video Analytics

Video integration is an amazing chance to increase the efficiency of your entire customer support org. Tools like video CRM integration and video analytics make your workflows cleaner and improve support outcomes.

Support CRM Integration

By integrating video right into your customer support software (CSS) or customer relationship management (CRM) system, you can connect users with the videos that can solve their problems in the easiest and most direct way.

Agents can create and share videos from support responses, automatically tie videos to customer case records, and trigger further actions. For example, if a customer only watches a part of a support video, agents can be notified to reach out to provide further help. Alternatively, if a customer watches a support video and indicates that it resolved their issue, they can provide feedback without leaving the video and automatically close the support ticket.

Video Analytics

Video analytics gives you a look into what is and isn’t working for your support strategy.

With emails, portals, and PDFs, you send the content to the user and hope for the best. But with the right video analytics solution, you can see how much of each video a user views, as well as where they’re pausing and rewatching.

Analytics also lets you continually optimize your entire team’s performance. As agents create, send, and save videos, your team can review what worked, and what didn’t, and see where they can improve.

Analytics is a great resource for insights to fuel training and coaching to make your customer experience the best it can be.

Here are a few examples:

  • If viewers often skip a long intro sequence, you know to trim it down
  • If one agent’s videos lead to drastically lower handling times, you can analyze what they’re doing differently and pass it on to the rest of your team
  • If your customers consistently access a support video on Feature A but rarely on Feature B, you know to prioritize more content and agent training around that feature

#5: Train Your Customer Service Team with Video

Start training your customer service team with video. Here are four ways to do just that:

1. Use video for onboarding new customer service reps.
2. Create training videos on specific customer service topics.
3. Use video to role-play different customer service scenarios.
4. Have your customer service reps record themselves solving customer problems.

By using video to train your customer service team, you can ensure that they’re equipped to handle any customer issue that comes their way – no matter how complex it may be. And when your customers see that you’re providing them with top-notch service, they’ll be more likely to stay loyal to your brand for years to come.


As you can see, video customer support is an incredibly powerful tool that can help you improve your customer service. By using video, you can provide a more personal touch to your customer service and build deeper relationships with your customers. If you’re not already using video for customer support, we encourage you to give it a try. You might be surprised at just how well it works.