{"id":8642,"date":"2021-05-20T12:11:02","date_gmt":"2021-05-20T12:11:02","guid":{"rendered":"https:\/\/www.gosquared.com\/blog\/?p=8642"},"modified":"2025-07-17T11:02:34","modified_gmt":"2025-07-17T11:02:34","slug":"video-customer-support","status":"publish","type":"post","link":"https:\/\/www.gosquared.com\/blog\/video-customer-support","title":{"rendered":"Using video support to deliver your best customer service ever"},"content":{"rendered":"\n<figure class=\"wp-block-image alignwide size-large is-style-default\"><img decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/20_05_2021_video_support\/20_05_2021_VIDEO_support.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<p>As a Support Associate, I handle hundreds of client queries every week.<\/p>\n\n\n\n<p>For the past few months, I&#8217;ve been using video-recordings to simplify my guidance, optimise issue-troubleshooting, and make my SaaS clients happy.&nbsp;<\/p>\n\n\n\n<p>Here&#8217;s why I love video-support, and why I think you (and your customers) will too &#x1f64c;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Why Video-Support?<\/h2>\n\n\n\n<p>No matter how user-friendly your SaaS platform or App, Customer Support can be a quagmire.&nbsp;<\/p>\n\n\n\n<p>Particularly for subscription model businesses it&#8217;s so important to get your customer to their &#8216;wow&#8217; moment as soon as possible. If something is stopping people using your product, you need to solve it ASAP, with the least amount of stress and hassle for your customer.<\/p>\n\n\n\n<p>When your customers aren&#8217;t able to properly use your product they aren&#8217;t getting the full value from it.<\/p>\n\n\n\n<p>Problem is, when a customer is struggling with your software, especially the more nuanced functions, it can be so easy to send a densely-packed paragraph of instructions.&nbsp;<\/p>\n\n\n\n<p>But who has the time (or the desire) to decipher all that? No one. Especially not your customers.&nbsp;<\/p>\n\n\n\n<p>I used to write out all my Support instructions; frankly, they looked more like the secret code of an ancient treasure map than anything helpful.<\/p>\n\n\n\n<p>One day, I looked at the wall of text I was about to send a client, and I asked myself,<\/p>\n\n\n\n<p><em>&#8220;If I was a customer, would I want to receive THAT?&#8221;<\/em><\/p>\n\n\n\n<p>That&#8217;s when I made the move to video-support &#x1f680;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">What exactly is Video-Support?<\/h2>\n\n\n\n<p>Video Support (unofficial) definition:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>When a Support agent sends a screen-recording with in-platform, step-by-step guidance to help customers resolve their issues.&nbsp;<\/li><li>Side-effects include spreading customer joy and lightning-speed issue resolution.&nbsp;<\/li><\/ul>\n\n\n\n<p><strong>The goal?<\/strong>&nbsp;To make it as easy as possible for clients to remove the obstacles to enjoying your product.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How Video-Support has turbo-charged Customer Joy at GoSquared:<\/h2>\n\n\n\n<p><strong>&#x1f6b6;&#x200d;&#x2640;&#xfe0f; Nothing beats an in-action walkthrough.<\/strong><\/p>\n\n\n\n<p><em>&#8220;So where is that third dropdown to access the submenu in my Settings &#8211; I can&#8217;t see it?&#8221;<\/em><\/p>\n\n\n\n<p>There&#8217;s nothing like seeing exactly where, especially across a multi-page SaaS platform, to find &amp; click the relevant setting. Or to have a complex process broken down into a step-by-step video walkthrough.&nbsp;<\/p>\n\n\n\n<p>&#8216;Scroll down 45% then click the second option below the menu tab&#8217;, translates so much better when shown in-action than via text. Two seconds of in-context footage is worth two paragraphs of instructions (and twenty minutes of your clients&#8217; time!).&nbsp;<\/p>\n\n\n\n<p>&#x1f381;&nbsp;<strong>Give to others and you will receive.<\/strong><\/p>\n\n\n\n<p>One of the unexpected benefits I&#8217;ve noticed since sending support videos has been the uptick in videos clients have sent ME, in return.&nbsp;<\/p>\n\n\n\n<p>This has given much-needed relief from endless back &amp; forths,&nbsp;<em>&#8220;Can you send a screenshot? Can you give me a bit more detail on that?&#8221;&nbsp;<\/em><\/p>\n\n\n\n<p>Half the battle in providing great Support is receiving sufficient information from clients to diagnose &amp; resolve their problems. Now, more often than not, if my original video is unable to resolve the issue, I&#8217;ll receive a video or screenshot in response. I can then diagnose the issue, and send a solution.<\/p>\n\n\n\n<p>Less back &amp; forth = faster issue resolution = happier clients. Win-win!&nbsp;<\/p>\n\n\n\n<p>&#x1f49e;&nbsp;<strong>Make Support Human Again<\/strong><\/p>\n\n\n\n<p>An understated, but important, bonus of sending videos is the chance for a &#8216;personal touch&#8217;.&nbsp;<\/p>\n\n\n\n<p>Not everyone is comfortable on camera (especially when you&#8217;re rocking a lockdown-haircut), but I think it helps to be &#8216;Chris&#8217; from GoSquared rather than Faceless-Support-Agent Number 12. Especially as AI continues to dominate our daily interactions.&nbsp;<\/p>\n\n\n\n<p>Plus, we&#8217;re all SaaS companies operating in ultra-competitive markets. Having clients who know and &#8216;like&#8217; you, could make all the difference.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Top Tip &#8211; the rule of three<\/h2>\n\n\n\n<p>But how do you know *when* to send a video? Videos may be super-helpful, but they can also be overkill. How do you know when &amp; when NOT to send a video?<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><img decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/20_05_2021_video_support\/20_05_2021_video_one.png\" alt=\"\"\/><\/figure>\n\n\n\n<p>I like to follow&nbsp;<strong>the rule of three.<\/strong>&nbsp;If a Support query needs more than three steps to explain, it needs a video.&nbsp;<\/p>\n\n\n\n<p>Forgot your password? Here&#8217;s a link to reset it.&nbsp;<\/p>\n\n\n\n<p>Struggling to set up a third party integration via the API key? Not sure how to&nbsp;<a href=\"https:\/\/www.gosquared.com\/blog\/chat-prompts-guide\">setup your first Prompts<\/a>&nbsp;or&nbsp;<a href=\"https:\/\/www.gosquared.com\/support\/articles\/2891861-gosquared-forms\">add a Lead form to your site<\/a>? Let me send you a video.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large is-style-default\"><img decoding=\"async\" src=\"https:\/\/static.gosquared.com\/images\/liquidicity\/20_05_2021_video_support\/20_05_2021_video_two.png\" alt=\"\"\/><\/figure>\n\n\n\n<p><em>OK, I&#8217;m onboard, but which video software should I use?<\/em><\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Which software should I use?<\/h2>\n\n\n\n<p>Here&#8217;s the million-dollar question, which Video Software should you use to create and send your awesome Support videos?<\/p>\n\n\n\n<p>It&#8217;s a crowded market out there, with a ton of options. Here&#8217;s a mini-breakdown of the platforms we use and love at GoSquared &#x1f64c;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Loom<\/h2>\n\n\n\n<p>&#x2705; Loom is hands-down my number one go-to for sending Customer Support videos.<\/p>\n\n\n\n<p><a href=\"http:\/\/loom.com\/\">Loom<\/a>&nbsp;is super quick &amp; easy; all I have to do is hit Cmd-Shift-L and I&#8217;m ready to send a screen-share recording of my demo site. I don&#8217;t have time for Spielberg-quality productions when the Support Inbox is busy. Loom allows me to send videos at speed without compromising on quality.<\/p>\n\n\n\n<p>I also love the mini webcam video. I can film myself talking as I run through the instructions, adding that all-important personal touch. I don&#8217;t like hiding behind a Support ticket; I want to build rapport with my clients.<\/p>\n\n\n\n<p>The webcam is optional, in case you are particularly camera-shy (or having a bad hair day..!), but I highly recommend it.<\/p>\n\n\n\n<p>&#x274c; Does Loom have any shortcomings?<\/p>\n\n\n\n<p>Long-form videos and tutorials.<\/p>\n\n\n\n<p>Aside from short-form videos for Customer Support, I&#8217;m a big believer in the power of long-form videos for product tutorials.<\/p>\n\n\n\n<p>The value of video is by no means limited to quick-fire clips for customers to navigate your product. Long-form videos, also known as product tutorials, enable your clients to&nbsp;<strong>master your platform and develop into super users<\/strong>.<\/p>\n\n\n\n<p>I find that, for this particular use-case, Loom lacks the necessary video editing &amp; production &#8216;power&#8217;. This brings me to video platform number two&#8230;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Wistia<\/h2>\n\n\n\n<p>&#x2705; Wistia was the first platform I tried for longer-form filming.<\/p>\n\n\n\n<p>What I value most about&nbsp;<a href=\"http:\/\/wistia.com\/\">Wistia<\/a>&nbsp;is the platform&#8217;s tracking stats. Wistia gives me in-depth tracking analytics for viewer engagement across all my long-form content &#8211; super important! It&#8217;s no good spending weeks crafting the perfect platform tutorial if no one ends up watching it&#8230;<\/p>\n\n\n\n<p>&#x274c; Does Wistia have any shortcomings?<\/p>\n\n\n\n<p>The main reason I no longer use Wistia for product tutorials is I find it difficult to create demos in real-time.<\/p>\n\n\n\n<p>I&#8217;m comfortable shooting a 1-2 minute clip with Loom, but the pressure of running a 3+ minute tutorial all in one go gets me flustered.<\/p>\n\n\n\n<p>For every successful product demo I created with Wistia, there would be a graveyard of failed &#8216;takes&#8217;. Normally riddled with expletives. Especially when I&#8217;m at 04:53 of a 5-minute tutorial and a notification from Slack bursts onto the screen&#8230;<\/p>\n\n\n\n<p>The solution?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Screenflow<\/h2>\n\n\n\n<p>&#x2705; Screenflow has become my video production HQ for product tutorials.<\/p>\n\n\n\n<p>I was initially put onto&nbsp;<a href=\"https:\/\/www.telestream.net\/screenflow\/\">Screenflow<\/a>&nbsp;by Jarratt,&nbsp;<a href=\"https:\/\/blog.helpdocs.io\/the-magic-behind-our-knowledge-base-gifs\/\">one of our friends at HelpDocs.<\/a><\/p>\n\n\n\n<p>The ability to record clips in my own time, and add a voice-over at a later stage, puts zero pressure on &#8216;performance&#8217; &#8211; a boon for my stress levels!<\/p>\n\n\n\n<p>I feel like a SaaS Michael Bay at the helm of my Screenflow workspace: splicing, clipping, and cutting my mini screen recordings into a seamless recording (minus the explosions).<\/p>\n\n\n\n<p>Screenflow also offers huge scope for customisation. I can zoom in, highlight, annotate, and even add a soothing soundtrack.<\/p>\n\n\n\n<p>People have short attention spans, so having the right amount of editing is necessary to keep viewers engaged over 5-6 minutes. Just don&#8217;t go overboard with the edits!<\/p>\n\n\n\n<p>&#x274c; Does Screenflow have any shortcomings?<\/p>\n\n\n\n<p>Screenflow gives a lot. But it also asks a lot in return.<\/p>\n\n\n\n<p>It&#8217;s a sophisticated platform and can be intimidating to first-time users. It requires an initial commitment to get to know even the basic functions before you create anything worthy of handing over to your clients.<\/p>\n\n\n\n<p>But it&#8217;s well worth the effort. Offering high-quality, smooth product tutorials is crucial to demonstrating the benefits your platform offers and walking your clients through the steps to get maximum value from their subscription.<\/p>\n\n\n\n<p>Here&#8217;s one I made earlier &#8211; check out the platform tutorial I created with Screenflow for our&nbsp;<a href=\"https:\/\/www.gosquared.com\/support\/articles\/2891861-gosquared-forms\">latest feature release; GoSquared Forms<\/a>&nbsp;&#x1f440;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Curtain Call<\/h2>\n\n\n\n<p>Having got to know the various video software platforms, I created the&nbsp;<strong>&#8216;GoSquared Goldilocks Video Stack&#8217;<\/strong>, to combine their benefits and mitigate their shortcomings.<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>For short-form Video Support, I use Loom videos directly embedded into GoSquared&#8217;s Live Chat. When I receive a support query, I can fire back a video for the client to click &amp; play directly from the Live Chat feed. Super-simple for fixing problems, and our clients seem to like it!<\/li><li>For long-form tutorials, I record &amp; customise the full video in Screenflow; adding a voice-over and background music. I then upload the video into Wistia, and embed the Wistia link wherever I want the video displayed in-platform or in our Support Centre.<\/li><li>This combines the power of Screenflow&#8217;s video production with Wistia&#8217;s viewer Analytics, so I can measure each tutorial&#8217;s impact on client engagement.<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Suggestions?<\/h2>\n\n\n\n<p>So that&#8217;s how we run things here at GoSquared! How about you? If there are any hot new video software out there or any platforms you think I should check out, get in touch!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>As a Support Associate, I handle hundreds of client queries every week. For the past few months, I&#8217;ve been using&#8230;<\/p>\n","protected":false},"author":37,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1585],"tags":[1127,1122],"class_list":["post-8642","post","type-post","status-publish","format-standard","hentry","category-customer-success","tag-customer-success","tag-customers"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v18.6 (Yoast SEO v19.0) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Using video support to deliver your best customer service ever - GoSquared Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.gosquared.com\/blog\/video-customer-support\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Using video support to deliver your best customer service ever\" \/>\n<meta property=\"og:description\" content=\"As a Support Associate, I handle hundreds of client queries every week. 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