Vidyard helps buyer help groups resolve instances sooner and enhance buyer expertise with customized and on-demand video for help
KITCHENER, Ontario – October 25, 2017 –Vidyard, the brand new technology video platform for enterprise, in the present day introduced Vidyard for Assist, an revolutionary resolution to assist buyer help groups resolve tickets sooner and ship an enhanced buyer expertise utilizing customized and interactive video content material. Vidyard for Assist merges the ability of Vidyard’s video internet hosting, creation, personalization and engagement options with Salesforce Service Cloud.
Buyer expertise is a brand new battleground for firms trying to speed up their progress and shield their buyer base in extremely aggressive markets. It has develop into a precedence for a lot of companies to ship clever, customized help experiences that construct higher buyer relationships. With Vidyard for Assist, firms can leverage customized, on-demand and interactive video content material to gas buyer communications and self-service help portals to resolve points sooner, enhance buyer satisfaction, and collect speedy insights on how nicely their content material helps to handle buyer challenges.
Quick Ahead Your Buyer Assist Expertise
Vidyard for Assist permits a strong vary of movies for use all through the client help lifecycle in ways in which simply combine with Salesforce Service Cloud, together with:
- Customized Display Captures: Empower help reps to document and ship customized display seize movies to showcase precisely the way to resolve a problem.
- Video Data Hub: Simply publish all help movies in a centralized video library hub to boost buyer self-service in addition to accessibility and sharing by reps.
- Private Video Messages: Allow reps to document and share private video messages with their webcam to obviously clarify their concept and join in a extra private manner.
- On-Demand Video Content material: Create on-demand movies and publish to on-line information articles with the flexibility to centrally handle, monitor and replace content material.
- Interactive Video: Add interactive surveys, hyperlinks and questionnaires to any video in order that clients can self-close tickets and supply well timed suggestions.
- Video Analytics: Observe real-time video views, drop-off charges and extra to know which content material is the very best in-demand and which movies are fixing essentially the most instances.
“Vidyard’s integration with Salesforce Service Cloud permits the VictorOps Assist group to simply produce extremely customized, technically centered, video help communications to our buyer base. Leveraging Vidyard’s help video performance additionally permits us to enrich our technical help documentation with simple to observe visible walkthroughs and greatest practices,” says Tom Hart, vp of operations at VictorOps. “At VictorOps, we’re sincerely centered on establishing and sustaining real one-to-one relationships with all of our clients. With Vidyard’s built-in video help performance inside Salesforce, we’ve got an easy-to-use and extremely customized means by which to speak with our clients.”
“Everybody and all the pieces is getting smarter and extra related than ever earlier than, and corporations wish to rework the way in which they join with clients, companions and staff,” stated Kori O’Brien, SVP, ISV Gross sales, Salesforce. “By leveraging the ability of the Salesforce Platform, Vidyard offers clients with an thrilling new manner to enhance the client expertise with customized and on-demand video for help.”
Bettering Self-Service and 1-to-1 Assist with Video
Vidyard for Assist might help companies ship more practical and extra customized 1-to-1 buyer help experiences utilizing the ability of video messaging. Assist reps can rapidly document and share customized display captures and customized webcam movies from inside Salesforce Service Cloud to obviously reveal the way to resolve a problem whereas humanizing their outreach. Private video messages assist cut back case decision occasions, enhance buyer satisfaction, and drive larger engagement amongst help group members.
Video has additionally develop into a vital a part of self-service help, a quickly rising part of in the present day’s buyer expertise applications. In accordance with the TSIA’s 2017 Expertise Service Heatmap, self-service buyer portals have the very best deliberate spending for the second yr in a row. A complete of 78% of TSIA members have finances for brand new or extra portal capabilities within the subsequent two years, which underscores that firms are below stress to spice up self-service success and challenge deflection charges. With Vidyard for Assist, firms can simply create, publish, monitor, and replace on-demand help movies inside their on-line information facilities to make it simpler for patrons to self-identify options and resolve points in a self-service method. With Vidyard’s video analytics, help leaders can determine which movies are attracting essentially the most viewers engagement and which of them are serving to to resolve essentially the most instances. This helps gross sales and advertising groups prioritize future video investments to optimize help effectivity.
“Immediately’s clients anticipate data in a manner that’s well timed, customized and simply understood, and video is the proper approach to ship these experiences,” says Michael Litt, co-founder and CEO of Vidyard. “How-to movies are among the many quickest rising classes on YouTube for good purpose: they provide a wealthy type of content material and better informational throughput than different channels like written articles, emails, or chat. Corporations that want to thrive on this new world should embrace video content material to fulfill the rising calls for of shoppers and to ship a extra customized and memorable help expertise.”
With Vidyard for Assist, firms can now leverage customized, on-demand and interactive video content material to gas buyer communications and self-service help portals to resolve points sooner, enhance buyer satisfaction, and collect speedy insights on how nicely their content material helps to handle buyer challenges.
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About Vidyard
Vidyard is the brand new technology video platform for enterprise that helps organizations drive extra income by using on-line video. Going past video internet hosting and administration, Vidyard helps companies drive larger engagement of their video content material, monitor the viewing actions of every particular person viewer, and switch these views into motion. International leaders corresponding to Honeywell, McKesson, Lenovo, LinkedIn, Citibank, VictorOps and Sharp depend on Vidyard to energy their video content material methods and switch viewers into clients.
Media Contact:
Sandy Pell, Company Communications, Vidyard. Electronic mail:press@vidyard.com
