The Zendesk and BombBomb integration allows you to create personal, human interactions with your customers by adding video messages to your support ticket responses.
By using video in Zendesk, you'll see a return on investment simply from the engagement and reactions of your customers. The people you serve will be able to see your face, rehumanizing your interactions instead of just being "text in an email."
Below are some ways to get the most out of your Zendesk and BombBomb integration:
1. Send a follow-up message to engage with your customer and put a face to the name.
Most customer service agents or representatives like to send a follow-up email to their customer after a phone call or ticket response. This email typically includes a recap of what the issue was, resolutions provided, and next steps. Why not send your customers a video with this information, along with a smile?
Your customers will be able to see that you're a real live human and will associate your face with your name. Seeing a real human speaking to them through video gives customers a sense of comfort, care, and relationship-building that is absent in text alone. Video is more personable and replicates a face-to-face conversation the closest, which is what people prefer when dealing with products or technical issues.
2. Use video for verbal explanations when a customer has a difficult time understanding a text email.
Some people are able to articulate complicated technical issues over text just fine. But others are more gifted in verbally explaining a topic, which is a perfect instance for video. If you find that it's hard for you to explain next steps through text, try recording a video. Speak to the camera as if you're talking directly to the customer so you can word the situation exactly as you want (which is easier than trying to come up with a sufficient text explanation).
The same goes for customers; some can understand textual explanations just fine, but there are many who learn by listening. If your customer is having a difficult time implementing a small change or resolution based on your text email instructions, just bring up the camera and explain it through video. Sometimes hearing it verbally is better for your customer and they will have an easier time understanding what you mean.
3. Record your screen to show your customer how to accomplish a task.
Perhaps your customer needs help learning how to do something — this is an opportunity for a teaching moment. Instead of just sending a video where you explain to them how to do the action, imagine them receiving a personalized video recorded just for them where they can see you actually doing the action on your computer screen!
You can use the Screen Recorder to show activity on your computer screen while recording your face at the same time. This way, you can show customers how to accomplish a task by actually doing it on your screen or in their account. With the ability to have your camera in the corner, they can also see your face while you show them what to do (or if you'd like, you can remove this from your screen). This shows that you took the time to personally run through what they need to do step by step and gives them the feeling that they are not resolving the issue alone.
4. Deliver bad or unfortunate news.
Have you ever had to tell your customer that something they're requesting isn't possible, that the feature they want does not exist yet, or that there is a bug in your system? It's not fun to deliver this kind of news, and it's even less fun to do it through a text email where customers can't gauge your demeanor. It's possible that customers can respond to your bad news with hostility, being angry at a robotic message that doesn't communicate feeling well. You can change that by sending your customers a video.
Recording a video to deliver awkward news to customers is challenging, but it makes such a difference to your customers and the way they perceive the problem. In a video, your customers can see and hear things they aren't normally able to: your tone of voice, your expressions, and your body language. They can hear the sincerity and empathy in your interaction. This works especially well if it's an apology video — apologies are always received better when people look genuinely remorseful, and it's hard to see that through an email with just words!