How Videos Reduce Support Times and Save Money

In today’s fast-paced digital world, the tech industry is constantly buzzing with new innovations and advancements. It’s an exciting time, but it also presents a major challenge: how can tech companies effectively communicate complex information to their customers?

With abundant choice, customers often find themselves confused about which product or service is the right fit for them. They struggle with using the technology and troubleshooting issues, which can result in frustration and then they end up going elsewhere to find what they need. 

This communication challenge poses a significant hurdle for marketers in the tech space. Marketing teams strive to convey the unique value propositions of their products and services to potential customers. However, in a crowded marketplace filled with complex technologies, it can be difficult to capture the attention and understanding of the target audience. 

Traditional marketing methods, such as static images and written content, often fall short in conveying the full potential and functionality of tech products. Potential customers may struggle to grasp the benefits and features, resulting in missed opportunities for engagement and conversions. So, let’s find out how videos reduce support times and save money.

Providing customer support can also be costly for brands. Tech companies have to invest in hiring and training support staff, maintaining support infrastructure, and managing ongoing support expenses.

For companies with a large customer base, these expenses quickly eat into their profits.

It’s clear that tech companies need a more efficient and effective way to communicate with their customers and provide support. They require a solution that reduces confusion, boosts customer satisfaction, and saves time and money on support operations.

This is where the power of video comes into play. Incorporating video content into marketing strategies has proven to be highly effective in capturing attention, engaging viewers, and conveying complex information in an easily digestible format. 

By leveraging video, marketers can showcase the unique features and benefits of their tech products, providing a dynamic and immersive experience for potential customers, without one on one support. This is crucial. 

According to a study conducted by McKinsey, approximately 70% of consumers report doing their own research online before making a purchase decision. And, when it comes to researching brands, nearly 50% of consumers specifically search for videos related to the brand or its products/services. 

Video content plays a crucial role in influencing consumer decisions and shaping brand perceptions in the tech industry.

Not only can they effectively demonstrate product functionality, highlight use cases, and address common questions or concerns. This not only increases understanding and engagement but also builds trust and confidence in the brand.

Why Tech Firms Can’t Afford to Ignore Customer Support Issues

The implications of ineffective communication and prolonged support time are far-reaching and can have a profound impact on a tech firm’s bottom line. When customers are left in the dark, unable to understand a product or service, or waiting for a response to their queries, dissatisfaction inevitably sets in. 

This dissatisfaction can quickly turn into frustration, leading to negative reviews, damaging word-of-mouth, and reducing trust and loyalty for a brand. 

Consider the potential revenue loss when a customer decides to switch to a competitor due to lack of ability to self serve. For example, to watch an explainer video instead of having to call a support line or engage with a chat function. 67% of customers prefer to self-serve over speaking with a company representative. Zendesk

According to Ultimate Trends 2023 survey, 36% of business leaders are seeing direct revenue generation with support automation.

The impact on a tech firm’s reputation is another critical factor. In the age of social media and online reviews, a company’s reputation can be made or broken by the ease in which it helps customers self serve. We are undoubtedly in the age of waning attention spans, and brands need to adapt to this.

Negative reviews and poor ratings can deter potential customers, while positive experiences can attract new ones. The strain on resources is another significant implication. Prolonged support times mean that support staff are spending more time on each interaction, reducing the number of customers they can assist in a given period. 

The need for a solution is clear and urgent. Tech firms must find a way to communicate more effectively with their customers, reduce support times, and manage costs. The stakes are high, but so are the potential rewards.

Buffer is a social media management tool. They created an animated video to explain their product, which has over 200,000 views and has helped them to increase their sales by 10%.

The Transformative Impact of Animated Videos on Customer Support

The transformation that animated videos bring about in the realm of customer support is nothing short of remarkable. They have the power to turn complex, confusing information into simple, understandable content that customers can easily digest. This transformation is not just theoretical; it’s backed by data and real-world results.

In recent marketing reports, 95% of people have watched an explainer video to learn more about a product or service. This statistic underscores the widespread acceptance and effectiveness of animated videos as a tool for information dissemination.

Imagine a customer struggling to set up a new software product. They could spend hours searching through text-based guides and FAQs, or they could watch a short animated video that walks them through the process step by step. 

The video can show them exactly where to click, what to enter, and what to expect. It’s like having a personal guide, available 24/7, ready to help at a moment’s notice.

But the benefits of animated videos go beyond just explaining how to use a product or service. They can also be used to troubleshoot common issues. If a customer is having trouble connecting to a cloud service, an animated video can show them how to check their internet connection, adjust their settings, and resolve the issue. This empowers the customer to solve their own problems, reducing the need for a support interaction.

The Self Service trend is on the rise

The preference for self-service options is on the rise. McKinsey’s research reveals that 70% of customers prefer self-service options over engaging with support agents. Animated videos perfectly cater to this preference, enabling customers to find answers to their queries independently, at their own pace, and in their own time.

In a world where time is precious and attention spans are short, animated videos offer a quick and easy way for customers to get the information they need.

They can watch the videos at their own pace, pause and rewind as needed, and even rewatch them if they encounter the same issue in the future. 

This makes animated videos a versatile and valuable tool for customer support.

Typeform is a Barcelona-based company that creates online forms. They created an animated video to explain their product, which has over 10 million views and has helped them to increase their website traffic by 200%. 

Cost Savings and Enhanced Customer Satisfaction

By reducing the need for live support interactions, which can be costly, animated videos can significantly cut down on support costs.

McKinsey reports that self-service support interactions can cost as little as £1, compared to £10 for a live support interaction. This ten-fold difference in cost is a clear indication of the potential savings that can be achieved through animated videos. For tech firms handling thousands or even millions of support interactions each year, these savings can add up to a significant amount.

But the benefits don’t stop at cost savings. Animated videos can also lead to increased customer satisfaction. When customers can find the information they need quickly and easily, without having to wait for a support agent, they are likely to be more satisfied with their experience. This increased satisfaction can lead to higher customer retention rates, positive reviews, and word-of-mouth referrals, all of which can contribute to a tech firm’s bottom line.

High-quality, informative videos can position a firm as a leader in its field, demonstrating its commitment to customer service and innovation. This can attract more customers and set the firm apart from its competitors.

In addition to these benefits, animated videos also offer scalability. Once a video is created, it can be used repeatedly, serving an unlimited number of customers at no additional cost. This makes animated videos a cost-effective solution for growing tech firms looking to scale their support operations without escalating costs.

Embracing the Future of Customer Support with Animated Videos

The evidence is clear and compelling: animated videos are a powerful tool that can revolutionise the way tech firms engage with their customers and support their needs. By enhancing customer understanding, enabling self-service support, facilitating clear communication, and saving valuable time and resources, animated videos empower businesses to thrive in a competitive digital landscape.

But the benefits of animated videos are not just theoretical. They are backed by data, research, and real-world results. Tech firms that have embraced animated videos have reported significant reductions in support time and costs, increased customer satisfaction, and improved brand image. These benefits translate into a stronger bottom line and a competitive edge in the market.

HubSpot is a marketing software company that created an animated explainer video to explain their inbound marketing methodology. The video has over 10 million views and has helped HubSpot generate over $100 million in revenue. 

However, the adoption of animated videos is not just about the benefits they offer. It’s also about staying ahead of the curve in a rapidly evolving digital landscape. As customer expectations continue to rise and self-service becomes the norm, tech firms that fail to adapt risk being left behind. Animated videos offer a way to meet these changing expectations and stay at the forefront of customer support innovation.

The question is not whether tech firms can afford to invest in animated videos, but whether they can afford not to. The potential benefits in terms of cost savings, customer satisfaction, and competitive advantage are too significant to ignore.

Are you ready to embrace the future of customer support and harness the power of animated videos? If the answer is yes, we’re here to help.

Book a call with us to find out more about how animated videos can revolutionise your customer support strategy. 

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