Vidyard Announces Vidyard for Support to Improve the Customer Support Experience

KITCHENER, ON--(Marketwired - October 25, 2017) - Vidyard, the new generation video platform for business, today announced Vidyard for Support, an innovative solution to help customer support teams resolve tickets faster and deliver an enhanced customer experience using personalized and interactive video content. Vidyard for Support merges the power of Vidyard's video hosting, creation, personalization and engagement solutions with Salesforce Service Cloud.

Customer experience is a new battleground for companies looking to accelerate their growth and protect their customer base in highly competitive markets. It has become a priority for many businesses to deliver intelligent, personalized support experiences that build better customer relationships. With Vidyard for Support, companies can leverage personalized, on-demand and interactive video content to fuel customer communications and self-service support portals to resolve issues faster, increase customer satisfaction, and gather immediate insights on how well their content is helping to address customer challenges.

Fast Forward Your Customer Support Experience

Vidyard for Support enables a powerful range of videos to be used throughout the customer support lifecycle in ways that easily integrate with Salesforce Service Cloud, including:

• Custom Screen Captures: Empower support reps to record and send custom screen capture videos to showcase exactly how to resolve an issue.
• Video Knowledge Hub: Easily publish all support videos in a centralized video library hub to enhance customer self-service as well as accessibility and sharing by reps.
• Personal Video Messages: Enable reps to record and share personal video messages with their webcam to clearly explain their idea and connect in a more personal way.
• On-Demand Video Content: Create on-demand videos and publish to online knowledge articles with the ability to centrally manage, track and update content.
• Interactive Video: Add interactive surveys, links and questionnaires to any video so that customers can self-close tickets and provide timely feedback.
• Video Analytics: Track real-time video views, drop-off rates and more to understand which content is the highest in-demand and which videos are solving the most cases.

"Vidyard's integration with Salesforce Service Cloud allows the VictorOps Support team to easily produce highly personalized, technically focused, video support communications to our customer base. Leveraging Vidyard's support video functionality also allows us to complement our technical support documentation with easy to follow visual walk throughs and best practices," says Tom Hart, vice president of operations at VictorOps. "At VictorOps, we're sincerely focused on establishing and maintaining genuine one-to-one relationships with all of our customers. With Vidyard's integrated video support functionality within Salesforce, we have an easy-to-use and highly personalized means by which to communicate with our customers."