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The Top Online Video Software For Help Desk and Support Teams

The Top Online Video Software For Help Desk and Support Teams

The world’s top customer support teams leverage online video to increase deflection and resolve cases faster than over the phone and via email or chat. This has without been proven to boost customer satisfaction.

In this article we’ll go into the main use cases for video as it relates to customer support and help desk scenarios and list a number of software tools that are made for the job.

The case for video across the customer support engagement cycle.

Create custom videos for each customer

Start by enabling customer support representatives to record and send personalized 1:1 videos using their webcams and headsets. Reps can shoot a short video introducing themselves, addressing support questions, etc. This format can be used during triage and also as a final thank you and confirmation of the resolution and ticket closure.

To do this you’ll need to integrate video into your help desk software and email client. When evaluating video platforms consider looking for tools with easy-to-install connectors into these services.

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Create a video library with support video content

Get ahead of support issues and enable your customers to browse pre-existing on demand video content that answers common support issues in a video library on your website. There are tons of benefits to this approach outside of support, such as SEO and lead generation opportunities, for support, you’ll see less cases, lowering costs significantly.

To create a video library on your website for support purposes, you’ll want to select a video software vendor that has video portal or video gallery creation and management capabilities.

Monitor analytics to see what’s important

Behind all your video engagement you should have a strong video analytics package tracking each video view and tying it to individual video viewers. This will give you insight into what is and isn’t working with your support videos and will give you a roadmap of potential content to create in the future.

To do this you’ll want to find video software that has viewer-level tracking and analytics and also a bonus if you can locate a tool that will integrate with your help desk software.

The right software for the job

Now that you have a better idea of the types of video experiences you’ll want to consider for engaging customers for service and support, let’s move on to the software.

Below we have selected a number of video software tools because they are designed to work with customer support, customer service and sales teams. These tools range in price, features and complexity, but do have some commonalities such as:

  • The ability to use web cams and browsers to record and share video
  • Connectors for seamless video recording and sending workflows with platforms such as Google, Microsoft, Zendesk, Salesforce, Drift and others.
  • The ability for two-way video communications: both reps and customers can record and send videos through emails or ticket systems.
  • Video engagement analytics including email opens, video completion rates, etc.

Top video software for support and help desk

View more video software for support teams

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