Vidyard helps buyer assist groups resolve instances sooner and enhance buyer expertise with customized and on-demand video for assist
KITCHENER, Ontario – October 25, 2017 –Vidyard, the brand new era video platform for enterprise, immediately introduced Vidyard for Assist, an revolutionary resolution to assist buyer assist groups resolve tickets sooner and ship an enhanced buyer expertise utilizing customized and interactive video content material. Vidyard for Assist merges the facility of Vidyard’s video internet hosting, creation, personalization and engagement options with Salesforce Service Cloud.
Buyer expertise is a brand new battleground for corporations seeking to speed up their progress and defend their buyer base in extremely aggressive markets. It has turn out to be a precedence for a lot of companies to ship clever, customized assist experiences that construct higher buyer relationships. With Vidyard for Assist, corporations can leverage customized, on-demand and interactive video content material to gas buyer communications and self-service assist portals to resolve points sooner, improve buyer satisfaction, and collect quick insights on how nicely their content material helps to deal with buyer challenges.
Quick Ahead Your Buyer Assist Expertise
Vidyard for Assist permits a strong vary of movies for use all through the client assist lifecycle in ways in which simply combine with Salesforce Service Cloud, together with:
- Customized Display screen Captures: Empower assist reps to report and ship customized display seize movies to showcase precisely easy methods to resolve a problem.
- Video Information Hub: Simply publish all assist 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 report and share private video messages with their webcam to obviously clarify their concept and join in a extra private method.
- 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: Monitor real-time video views, drop-off charges and extra to know which content material is the best in-demand and which movies are fixing probably the most instances.
“Vidyard’s integration with Salesforce Service Cloud permits the VictorOps Assist workforce to simply produce extremely customized, technically targeted, video assist communications to our buyer base. Leveraging Vidyard’s assist video performance additionally permits us to enrich our technical assist documentation with simple to observe visible walkthroughs and greatest practices,” says Tom Hart, vp of operations at VictorOps. “At VictorOps, we’re sincerely targeted on establishing and sustaining real one-to-one relationships with all of our clients. With Vidyard’s built-in video assist performance inside Salesforce, we’ve got an easy-to-use and extremely customized means by which to speak with our clients.”
“Everybody and every little thing is getting smarter and extra linked than ever earlier than, and corporations wish to rework the best way they join with clients, companions and staff,” mentioned Kori O’Brien, SVP, ISV Gross sales, Salesforce. “By leveraging the facility of the Salesforce Platform, Vidyard gives clients with an thrilling new method to enhance the client expertise with customized and on-demand video for assist.”
Enhancing Self-Service and 1-to-1 Assist with Video
Vidyard for Assist can assist companies ship more practical and extra customized 1-to-1 buyer assist experiences utilizing the facility of video messaging. Assist reps can rapidly report and share customized display captures and customized webcam movies from inside Salesforce Service Cloud to obviously display easy methods to resolve a problem whereas humanizing their outreach. Private video messages assist scale back case decision occasions, enhance buyer satisfaction, and drive larger engagement amongst assist workforce members.
Video has additionally turn out to be a important a part of self-service assist, a quickly rising part of immediately’s buyer expertise applications. In line with the TSIA’s 2017 Know-how Service Heatmap, self-service buyer portals have the best deliberate spending for the second yr in a row. A complete of 78% of TSIA members have finances for brand spanking new or further portal capabilities within the subsequent two years, which underscores that corporations are underneath stress to spice up self-service success and situation deflection charges. With Vidyard for Assist, corporations can simply create, publish, monitor, and replace on-demand assist 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, assist leaders can determine which movies are attracting probably the most viewers engagement and which of them are serving to to resolve probably the most instances. This helps gross sales and advertising and marketing groups prioritize future video investments to optimize assist effectivity.
“At present’s clients count on data in a method that’s well timed, customized and simply understood, and video is the right method 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 motive: they provide a wealthy type of content material and better informational throughput than various channels like written articles, emails, or chat. Corporations that want to thrive on this new world should embrace video content material to satisfy the rising calls for of consumers and to ship a extra customized and memorable assist expertise.”
With Vidyard for Assist, corporations can now leverage customized, on-demand and interactive video content material to gas buyer communications and self-service assist portals to resolve points sooner, improve buyer satisfaction, and collect quick insights on how nicely their content material helps to deal with buyer challenges.
Salesforce, Salesforce Service Cloud, and others are among the many emblems of salesforce.com, inc.
About Vidyard
Vidyard is the brand new era video platform for enterprise that helps organizations drive extra income via the usage of 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. E-mail:press@vidyard.com