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Customer Service Videos Your Secret Ingredient To Better Customer Relationships


Serial entrepreneur, strategist, award winning integrator and author helping entrepreneurs unlock their potential, run bold brands effortlessly and achieve game-changing results.

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Video marketing has been a buzzword for about a decade, and the opportunities videos create for outstanding customer service just keep on growing. Personalized customer service videos take things to another level altogether. In this post, we take a closer look at how you can use them to better engage with your clients and create closer customer relationships.

Numbers don’t lie. According to a study conducted by Wyzowl examining the state of video marketing in 2021, the importance of this tool for successful customer service delivery has grown consistently since 2015. Personalized customer service videos look set to amplify this trend even further.

What is a personalized customer service video?

Put simply, a personalized video is customized to the individual recipient. It helps you make your customers feel like they are one in a million. You can do that by inserting their name, a profile image or their email address — the possibilities are (almost) endless.

You can personalize a video without having to re-record it multiple times. Technology does the heavy lifting for you: video personalization platforms allow you to choose which parts of your video can be customized. These are designated as areas for personalization.

How can your company use it?

You already know how powerful videos are to help you, onboard new clients, retain existing customers and remember lapsed customers of the services you offer. Personalizing your videos will definitely make an impression. So, how do you do it?

Believe it or not, there is already such a thing as ‘traditional video personalization’, and it’s ideal if you have a list of recipients prepared for your video. This would be a good option if you are talking to existing customers about a software update, for example.

Real-time personalization is useful if you are planning to send videos one at a time. The customization here is based on information customers enter in a form. This may include their name or a company name.

How will it help customer engagement?

Imagine your prospective customers completing an enquiry form to download a product video and being welcomed with a personalized video: not only are they more likely to buy the product. In addition, assuming the video is short, snappy, and maybe even humorous, there is a good chance they will want to tell their friends about it.

In 2021, this means sharing the video on social media. Facebook and Instagram are perfect for the initial engagement created by a personalized video to snowball. Liking, commenting, and sharing means more social media users are engaging with your content.

More importantly, though, a personalized video entices recipients to want their own. If you are offering real-time personalization, this creates an opportunity for data capture. The result is an engaged and excited audience for your products and services.

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