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How to leverage videos for better customer service and experience

Andrej Csizmadia

Andrej Csizmadia

July 30, 2019
Last modified on January 12, 2022 at 1:38 pm

Today’s B2B customers feel empowered. They demand a whole new level of customer focus, expecting companies to know them personally, recognize their challenges, and cater to their needs.

Dana Niv

Customer service is no longer about just resolving customer queries, it’s more about what is your approach to the resolution. Humanizing the process of customer service has become important in order to create an unbreakable bond with customers. 

Your customer service team has a huge role to play in keeping the customers happy. From the initial stage of educating customers about the product to guiding them to use the product to its full potential for their business growth, customer service is important.

Assisting customers with an approach that’s easy to follow and simple to understand becomes very important. This not only helps in making them understand your product better but also makes them stick to it. While researching communication channels for the customer-facing team, I came across query resolution with the help of videos. 

Videos are actually a great way to make people understand what you want to say and, they are obviously less time-consuming.

59% of executives say they would rather watch a video than reading the text.

– Wordstream

Why choose videos over text and screenshots?

  • Information Retention – Viewers retain 95% of a message when they watch it in a video, compared to 10% when reading it in text. – Insivia
  • Quick Resolution – 2 minutes video = 30 minutes reading
  • Better Understanding – Videos humanize communication. It makes it easier for a customer to understand the solution.
  • Easy Creation – Creating a video with a screen recorder and sharing the solution is much more convenient than writing a text guide and adding a ton of screenshots to it.
  • Easy Sharing – Videos can now be shared in the form of a link anywhere (Live chats, emails, social media), or you can even embed it to your help center.

So, what about sending a quick and short video to welcome customers on-board or solve their query? Wouldn’t that be wonderful?

Videos replace the lengthy text-heavy tutorial guides making them more engaging and easier to retain. Videos can be used throughout the customers’ journey to build trust and, make them believe in your brand.

Below mentioned are the ways in which videos can be used all-through your customers’ journey:

Customer onboarding

LiveAgent Onboarding

Onboarding is the process of welcoming new customers to your business. It is the very beginning of your customers journey with your brand. 

Every organization has a different approach to onboarding, some use a welcome email, some use a welcome call, whereas some like LiveAgent use their own platforms dashboard along with a video to welcome customers.

If you want to create an impact at their very first interaction with your brand then, you need to make onboarding memorable for your customers.

How to do that?

We all are aware of welcome emails. But, have you tried replacing them with welcome videos? A personalized welcome video strengthens your relationship with the customers. This will not only make them feel special but, will also make them understand your product better.

Product adoption

sticky notes on board with team discussing

This is the time when you would want your customers to learn about your product. You need to train and explain to them how to use your product to its full potential. We know that guides with screenshots and images work but, there is always a scope of improvement. So, how about adding videos to these guides? 

Videos are a great way to communicate. These will not only make your guides more attractive but will also help the customers understand your product better. 


hands holding HBD balloons

Your customers are special to you, we all know that. But, are they aware of this? 

How about dropping them a short personalized video and wishing them a very happy birthday (it will surely make them feel special…). 

These small greetings and interactions make a difference. These make you stand-out from other brands and make your customers believe that you care for them.

Quick support

rubik's cube

Hurdles and queries make our work slow, they make us stick to a part for much longer and, that is why everyone loves a prompt response and quick support. 

Guides and support calls do help but, what would be better than solving technical issues with a quick and short video? Just record the screen and share the solution so that it can be quickly resolved. 

The best part is that there’s no need to send your own support team. You can just send over the solution as a video and they can solve it themselves. Of course, everyone loves DIY…

Effective relationship building

team stacking hands

Videos create a trust for your brand. Customers start believing in your brand. It adds personalization to your brands’ communication. 

Videos are truly effective in creating long-term relationships whether it’s for a personal brand or for an enterprise. They help in adding a storyline to what you want to communicate and, it makes the process more humanized.


Try implementing videos for a better experience for your customers. And, try to humanize your company’s one-to-one communication by making it more personalized. Your happy customers are the key to your business growth. 

Videos are immensely helpful in making the customer experience better and more interactive. Therefore, bring them to use today, to make a difference.

Ankita Kumari

Guest Post Author

Ankita Kumari

Ankita Kumari is a business graduate and is currently working at StoryXpress as an inbound marketer. She is a curious learner and is often seen writing, creating designs, reading, and discovering new tools on the internet.

Andrej Csizmadia

Andrej Csizmadia

Growth Marketer

Andy is Growth Marketer at LiveAgent. Previously, he studied International Relations and Business Diplomacy and was active as a volunteer in the world's largest student run organization, AIESEC. Running, music and reading books are his favourite free-time activities.

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