You've set up your Zendesk-BombBomb integration, and you're ready to get started, but now you can't think of when you should use it. What's the best time to send video to your customers when using Zendesk? What scenarios would work better with videos over text emails? How do you use videos to follow up with your customers? These are all valid questions, and we've put together a list of best practices for using video with Zendesk!
By using video with your Zendesk integration, 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 best practices to get the most out of your Zendesk 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 or question was, resolutions provided/implemented, and next steps. Why not send your customers a video with all this information, along with a smile?
Your customer will be able to see that you're a real live human and will associate your face with your name. This way, if they ever interact with you again in the future, they're more likely to recognize it's you. Seeing a real human speaking to them through video gives customers a sense of comfort, care, and relationship-building that is completely absent through text. Video is more personable and replicates a face-to-face conversation the closest, which is what people would 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 words that aren't conveyed properly through text.
Additionally, the same goes for customers; some can understand textual explanations just fine, but there are many other people out there 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. Have you ever tried to accomplish a task with instruction from someone else through an email or text and then just called them instead? Same thing!
3. Record your screen to show your customer how to accomplish a task.
Perhaps your customer needs help how to do something and wants to know how to do it themselves so they don't need to contact you again - 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 - and they can watch the whole thing. With the ability to have your camera bubble 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 personal time to run through what they need to do step by step and, if they follow along with your video, gives them the feeling that they are not resolving the issue alone.
4. Show your face over video when delivering bad or unfortunate news.
Have you ever had to tell your customer that something they're requesting isn't possible, or that the feature they want does not exist yet, or that there is a current bug in your system that needs to be fixed? It's not fun to deliver this kind of announcement, 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 snark or hostility, being angry at a robotic message that contains no feeling. You can change all 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, your body language. They can hear the sincerity and empathy from 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!