Trying to nail customer support when you're signing up 7,000 new accounts each day can be tricky, but with every mistake we make, we learn so much more.
As we continue to grow, we need to make sure that your questions are answered in a quick and clear way. And while improving our infrastructure and hiring more agents will naturally help, there is so much more that we could be doing.
How video can help support 📷
When it comes to the really simple things, we want to make sure that our customers get the answers they need right away, without having to dive into lengthy and unnecessary conversations in search of a simple answer.
And while a simple text response in chat should achieve this, we want to trial short videos that will show our customers how to perform simple actions in the app, such as changing your mobile number or home address.
Our thinking is that a text response backed up with a short video guide should, in theory, improve the customer experience and speed up support cases, freeing up our agents to deal with more complex cases.
What will these videos look like? 🤔
They will be short, snappy and straight to the point. The videos will range from 20 - 60 seconds and will show you exactly how to perform certain actions within the app, such as changing your security settings.
When one of our support agents responds to you with an answer in text, they will also share one of these short videos with you as an added bonus. So, if for whatever reason you struggle with the text description, the video should clear things up for you. Here's what these videos actually look like:
This is a working project 🛠️
We're treating this project as a pilot. We'll start to roll these videos out next week and from there we'll gather as much data and customer feedback as possible.
After crunching some numbers, we decided to start with the top 10 most frequently asked questions to our support agents. Assuming the videos add clear value to the customer experience, we'll start working on some more. Feel free to drop your feedback and suggestions in the comments section below or on Youtube.
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