Vidyard Announces Vidyard for Support to Improve the Customer Support Experience - Seite 2

"Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees," said Kori O'Brien, SVP, ISV Sales, Salesforce. "By leveraging the power of the Salesforce Platform, Vidyard provides customers with an exciting new way to improve the customer experience with personalized and on-demand video for support."

Improving Self-Service and 1-to-1 Support with Video

Vidyard for Support can help businesses deliver more effective and more personalized 1-to-1 customer support experiences using the power of video messaging. Support reps can quickly record and share custom screen captures and personalized webcam videos from within Salesforce Service Cloud to clearly demonstrate how to resolve an issue while humanizing their outreach. Personal video messages help reduce case resolution times, improve customer satisfaction, and drive greater engagement amongst support team members.

Video has also become a critical part of self-service support, a rapidly growing component of today's customer experience programs. According to the TSIA's 2017 Technology Service Heatmap, self-service customer portals have the highest planned spending for the second year in a row. A total of 78% of TSIA members have budget for new or additional portal capabilities in the next two years, which underscores that companies are under pressure to boost self-service success and issue deflection rates. With Vidyard for Support, companies can easily create, publish, track, and update on-demand support videos within their online knowledge centers to make it easier for customers to self-identify solutions and resolve issues in a self-service manner. With Vidyard's video analytics, support leaders can identify which videos are attracting the most audience engagement and which ones are helping to resolve the most cases. This helps sales and marketing teams prioritize future video investments to optimize support efficiency.

"Today's customers expect information in a way that is timely, personalized and easily understood, and video is the perfect way to deliver those experiences," says Michael Litt, co-founder and CEO of Vidyard. "How-to videos are among the fastest growing categories on YouTube for good reason: they offer a rich form of content and higher informational throughput than alternative channels like written articles, emails, or chat. Companies that wish to thrive in this new world must embrace video content to meet the growing demands of customers and to deliver a more personalized and memorable support experience."