Due to automated expertise like chatbots and CRM-generated messaging, customer support groups right this moment can reply to buyer points shortly and effectively. With this expertise, responsiveness is not a differentiator. As an alternative, the companies that stand out are those that supply a human contact. Firms with well-trained, useful assist groups are capable of construct genuine, long-lasting buyer relationships.
How do you prepare a stellar assist group? One efficient possibility is to create your personal coaching movies.
On this publish, we’ll share buyer assist coaching video examples and templates. Then we’ll break down tips on how to make buyer assist movies, from begin to end, so that you’ll be prepared and impressed to create content material in your personal group.
5 concepts in your buyer assist coaching movies
Earlier than we dive into the mechanics of making a video—it’s first essential to determine what you wish to create. That will help you get began, we’ve gathered 5 customer support coaching concepts which can be well-suited for video. Two of the examples beneath are additionally Vyond video templates.
1. Outline customer support ideas
Buyer assist brokers have lots to recollect as a way to keep on high of their sport. Use video to assist clarify customer support ideas and remind your group how to achieve success of their jobs.
Use this video as a template or watch our group construct it from scratch to study the way it was made in Vyond.
The video above explains tips on how to be constructive, efficient, well timed, and exceed expectations to make sure a constructive buyer expertise.
With video, you possibly can outline a time period with a narrative, utilizing textual content, narration, sound, and visuals suddenly. As an alternative of simply studying a definition, group members may have a deeper understanding of the time period by seeing the idea in motion.
2. Software program ideas
Historically, staff would learn to use software program by studying directions after which switching backwards and forwards from the device to the directions to use what they’ve discovered. Utilizing screen-recording movies is a a lot simpler option to clarify software program. It means that you can present precise footage of a customer support device as you describe the way it works.
Right here’s a helpful instance from Zendesk:
The video above explains tips on how to course of buyer assist tickets in Zendesk.
Listening to directions and seeing the product on the identical time makes it straightforward for group members to grasp tips on how to use the device.
3. Share ideas and methods
You might discover that your group struggles with a selected space of buyer assist, comparable to writing emails or utilizing correct cellphone etiquette. For those who acknowledge a sample, construct their abilities in that space with a video on ideas for enchancment.
This video instance teaches customer support representatives a number of ideas for working profitable assist calls.
This subsequent instance was a part of a Vyond assist chat overview train in a weekly assembly. The group reviewed a number of chats with above and below-average rankings, break up into teams, and mentioned them. These three ideas emerged from the dialogue:
- Tip #1 – Ask inquiries to study the issue
- Tip #2 – Use macros rigorously!
- Tip #3 – Crew up with prospects to resolve the issue
After the assembly, our buyer assist supervisor created this video to share with the group within the following assembly to assist reinforce what they discovered.
In contrast with a standard PowerPoint presentation, video is a extra participating option to train methods. Your video will catch group members’ consideration with motion, coloration, music, and extra.
4. Play a state of affairs
In customer support coaching, simulations are one of the crucial efficient educating strategies. Exhibiting interactions between prospects and reps train group members tips on how to behave when coping with patrons.
A video is a robust option to depict these situations as a result of they’re so detailed. Right here’s an instance of tips on how to deal with indignant prospects.
The medium can seize each facet of a constructive customer support interplay—vocal tone, facial expressions, physique language—so group members know what to emulate when assembly with prospects.
5. Assessment efficiency as a group
On your buyer assist group to enhance of their roles, the group should overview their present efficiency information to determine areas the place they’ll develop. And in case your group is doing effectively, remember to have fun their success and share it company-wide.
Reasonably than displaying static graphs and charts in a slideshow, you possibly can create an animated video to showcase your information. The motion of video doesn’t simply make the info extra participating—it additionally makes the insights behind the info extra clear.
The video above is a modified model of our buyer assist group year-end overview video.
Sharing information via a video is an interesting option to talk efficiency ends in a memo or an e mail. The motion of the video can clarify the which means behind the info, simply as a group member would throughout an in-person assembly.
How you can create customer support coaching movies
You don’t have to have manufacturing expertise to provide coaching movies in your buyer assist (CS) group—loads of right this moment’s manufacturing instruments are designed for all expertise ranges. Preparation, not movie experience, is the important thing to juggling the shifting elements of video creation.
That will help you keep organized, we’ve damaged down the important thing steps for creating CS coaching movies. Use this repeatable course of to create movies for every type of coaching wants, whether or not you’re onboarding a brand new worker on the CS group or constructing a abilities coaching program for present staff.
Be clear concerning the objective of your movies
Earlier than anything, outline the target of your video. This objective is your guiding gentle all through the manufacturing course of. For those who perceive the “why” behind your coaching, you possibly can consider your video content material as you create it to determine what ought to be included and what ought to be excluded.
For those who’re having bother figuring out your coaching aim, think about these widespread goals:
- Onboarding, the method of coaching new hires to make use of instruments and perceive your organization’s expectations for supporting prospects.
- Abilities upkeep, or refreshing staff’ information and serving to them strengthen their problem-solving and communication abilities.
- Emergency response, or crisis-based coaching. Throughout a product recall, for instance, a CS group might have last-minute coaching about how they need to apologize to prospects and win again their assist.
When you’ve picked a coaching aim, you possibly can determine which video device could be superb for assembly your goal.
Select a CS coaching video format that matches the subject
One kind of video isn’t higher than one other—every has distinctive strengths which can be suited to completely different coaching objectives. Dwell video, for instance, presents lifelike particulars, whereas animation is particularly nice at expressing summary concepts (although it may be used to symbolize any scenario).
Assessment the main points of every video format beneath to determine which sort could be finest for assembly your CS studying goals.
- Animation
- Options: Animation platforms are inexpensive, fast to provide, and versatile. This format means that you can categorical just about any thought, so it may be used to show all kinds of CS coaching ideas.
- Prompt device: Vyond
- Dwell video
- Options: Dwell video captures the lifelike particulars of buyer assist, comparable to working a name middle. Nevertheless, producing these movies tends to be costly and time-intensive.
- Prompt instruments: B&H sells a big selection of digital cameras, lighting, audio tools, and different skilled video tools discover extra assets right here.
- Display recordings
- Options: Display-recording movies are wonderful for highlighting CS software program that you really want your group to undertake. You possibly can present clips of the product getting used whilst you additionally narrate directions for utilizing the device.
- Prompt instruments: Quicktime, Soapbox, Vidyard, Camtasia, Cincopia, or Loom. It’s also possible to animate round your recording in Vyond.
With a selected kind, it’s time to visualise your coaching video and brainstorm what subjects you need the content material to cowl.
Script, storyboard, then shoot
Writing a script and storyboarding is the very best preparation for creating your CS coaching movies. You’ve deliberate the way you wish to categorical your concepts, so that you’re much less prone to run into hiccups as soon as manufacturing begins.
Be taught extra about scriptwriting and storyboarding in your CS coaching video by trying out these Vyond assets:
You’ve deliberate the visuals and dialogue of your video, so now you’re prepared to begin creating. Try the three assets beneath for creating every kind of video lined in step two.
If the manufacturing part appears daunting, don’t fear: Manufacturing instruments are extra accessible than ever earlier than, so anybody right this moment can create a professional-quality video. And along with your preparation of storyboarding and scriptwriting, you’ll know precisely what you could create your CS coaching video
Enlist the assistance of your group
Together with storyboarding and scriptwriting, asking in your coworkers’ assistance is one other option to clean out the manufacturing course of.
As you create your coaching movies, your group members can act as a sounding board to ensure the content material is beneficial. For instance, they’ll flag elements of the video which can be complicated, they usually could make suggestions about what could be useful to observe within the video. Coworkers may have the ability to assist with the filming course of, whether or not they’re behind the scenes or within the video.
Increase the standard of your coaching video by collaborating along with your coworkers:
- Invite group members to relate your video. Recording voiceovers from staff is quicker and less expensive than utilizing skilled actors. Your coworkers may benefit from the challenge as a enjoyable break from their conventional work.
- Ask coworkers to assist with crew features. For those who’re making a reside video, it’s possible you’ll want additional fingers to handle items of apparatus. For instance, it’s possible you’ll want somebody to carry a mic or assist organize an space of your workplace for the shoot.
- Present coworkers a tough lower of your video, and ask what they discovered complicated and what was useful. Their suggestions will information your closing edits and aid you create a completed product that’s helpful in your group.
With a number of individuals on deck, you have got the assist you could create a high-quality coaching video that improves the group’s customer support abilities.
Kind a distribution plan
It doesn’t matter how nice your video is—in case you don’t encourage staff to observe it, you received’t increase their customer support abilities. Suppose critically about probably the most participating, handy method in your staff to view the coaching to make sure the movies are watched:
- Sending video coaching by e mail or chat: This methodology is beneficial for sharing non-urgent coaching movies that refresh the group’s information. You would possibly, for instance, e mail a coaching video that summarizes the important thing factors of a CS group assembly.
- Internet hosting in a Studying Administration System (LMS): Workers are likely to desire self-led coaching. This methodology is finest for official onboarding and arranged coaching modules.
- Enjoying video throughout an in-office coaching session: This methodology is beneficial for sharing coaching content material that’s well timed and crucial to observe. You’ll have the ability to see that each group member watched the video, and you may construct their information with a dialogue of the video after it has performed.
- Sharing coaching movies on an inner wiki: Use this methodology to share video coaching content material that doesn’t have to be watched instantly however ought to be referenced recurrently.
From goal-setting to distribution, these 5 steps will information you towards creating and sharing coaching movies that assist your CS group present wonderful customer support.
Educate your group to wow prospects with coaching movies
The very best CS groups by no means cease studying. Even probably the most skilled customer support reps have to constantly construct their abilities. Make sure that your group is all the time capable of present distinctive service with coaching movies. They’re straightforward and inexpensive to create with right this moment’s accessible instruments, so you may make coaching movies on an ongoing foundation. After absorbing this content material, your group will probably be able to go the additional mile and supply excellent buyer experiences.
Create your personal animated movies for buyer assist coaching:
