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YouTube video benefits

YouTube video benefits

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Hi

We are currently reviewing the way we do benefits for providing help & support over YouTube. We've previously worked on the assumption that it has a 10% contact deflection effectiveness for every video viewed. So we've claimed a correlation between YouTube growth and contact reduction in channels such as Voice.

However the science behind this has been challenged. I am interested to know how other organisations may have approached YouTube benefits? Does anyone know of any research in this area to show the effectiveness of recorded video for customer service?

Thanks

Sean

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By GooglePlusUser
17th Jul 2013 09:53

I implemented How to videos when I worked in Marketing for a large financial institution. They have online software where I implemented 2 minute How To video series. The video captured me doing basic tasks on the software. For Queries out of hours the automated email or voicemail would point to a video channel on YouTube. Customers found it helpful. If a picture paints a thousand words. So a video must...? If anything it will provide a helpful tool for the customer service team and make them look extremely helpful in the eyes of the customer.

A while back I posted something on the use of YouTube on my blog 
http://www.panovistamarketing.com/blog/2011/03/how-to-promote-your-business-with-youtube/  

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By Natalie Steers
17th Jul 2013 09:54

 Thanks, Ian. Did the firm see a reduction in call centre queries as a result of the video series?

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By GooglePlusUser
17th Jul 2013 10:11

There was a reduction on the call length and customer call backs.

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By elvisgvalles
02nd Aug 2013 12:48

Youtube is very good channel for learning. There are many video available for learning. Armpit sweat

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By Ritesh Nayak 0
15th Nov 2013 05:28

Finding a correlation between drop in call durations or customer satisfaction because of YouTube might be really hard to calculate. Rather an approach that worked for us was the number of times customers chose self help over call/email support. 

Typically a video in isolation will not do the trick. You will need some accompanying content which can be accessed on a helpdesk/knowledge base provisioned for the company. A simple feedback form added to the page, which asks a customer whether the article was helpful, can tell a lot about these metrics. 

 

I found this infographic on the importance of self help customer service pretty relevant.

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