Buyer assist coaching video methods and examples


Due to automated expertise like chatbots and CRM-generated messaging, customer support groups right this moment can reply to buyer points shortly and effectively. With this expertise, responsiveness is now not a differentiator. As a substitute, the companies that stand out are those that supply a human contact. Firms with well-trained, useful assist groups are in a position to construct genuine, long-lasting buyer relationships.

How do you prepare a stellar assist group? One efficient choice is to create your individual coaching movies.

On this publish, we’ll share buyer assist coaching video examples and templates. Then we’ll break down make buyer assist movies, from begin to end, so that you’ll be prepared and impressed to create content material in your personal group.

5 concepts in your buyer assist coaching movies

Earlier than we dive into the mechanics of making a video—it’s first necessary to determine what you need to create. That will help you get began, we’ve gathered 5 customer support coaching concepts which are well-suited for video. Two of the examples under are additionally Vyond video templates.

1. Outline customer support ideas

Buyer assist brokers have rather a lot to recollect with the intention to keep on high of their recreation. Use video to assist clarify customer support ideas and remind your group how to achieve success of their jobs.

Use this video as a template or watch our group construct it from scratch to study the way it was made in Vyond.

The video above explains be optimistic, efficient, well timed, and exceed expectations to make sure a optimistic buyer expertise.

With video, you possibly can outline a time period with a narrative, utilizing textual content, narration, sound, and visuals suddenly. As a substitute of simply studying a definition, group members may have a deeper understanding of the time period by seeing the idea in motion.

2. Software program suggestions

Historically, staff would discover ways to use software program by studying directions after which switching forwards and backwards from the instrument to the directions to use what they’ve discovered. Utilizing screen-recording movies is a a lot simpler method to clarify software program. It means that you can present precise footage of a customer support instrument as you describe the way it works.

Right here’s a helpful instance from Zendesk:



The video above explains course of buyer assist tickets in Zendesk.

Listening to directions and seeing the product on the identical time makes it simple for group members to know use the instrument.

3. Share suggestions and strategies

It’s possible you’ll discover that your group struggles with a selected space of buyer assist, similar to writing emails or utilizing correct cellphone etiquette. If you happen to acknowledge a sample, construct their abilities in that space with a video on suggestions for enchancment.

This video instance teaches customer support representatives a number of suggestions for operating profitable assist calls.

Use this video as a template.

This subsequent instance was a part of a Vyond assist chat overview train in a weekly assembly. The group reviewed a number of chats with above and below-average rankings, cut up into teams, and mentioned them. These three suggestions emerged from the dialogue:

  • Tip #1 – Ask inquiries to study the issue
  • Tip #2 – Use macros fastidiously!
  • Tip #3 – Crew up with prospects to resolve the issue

After the assembly, our buyer assist supervisor created this video to share with the group within the following assembly to assist reinforce what they discovered.

In contrast with a standard PowerPoint presentation, video is a extra partaking method to educate strategies. Your video will catch group members’ consideration with motion, coloration, music, and extra. 

4. Play a state of affairs

In customer support coaching, simulations are probably the most efficient educating strategies. Displaying interactions between prospects and reps educate group members behave when coping with consumers.

A video is a strong method to depict these situations as a result of they’re so detailed. Right here’s an instance of deal with indignant prospects.



The medium can seize each side of a optimistic customer support interplay—vocal tone, facial expressions, physique language—so group members know what to emulate when assembly with prospects.

5. Overview efficiency as a group

In your buyer assist group to enhance of their roles, the group should overview their present efficiency knowledge to establish areas the place they’ll develop. And in case your group is doing properly, you’ll want to have a good time their success and share it company-wide.

Quite than displaying static graphs and charts in a slideshow, you possibly can create an animated video to showcase your knowledge. The motion of video doesn’t simply make the information extra partaking—it additionally makes the insights behind the information extra clear.

The video above is a modified model of our buyer assist group year-end overview video.

Sharing knowledge via a video is an interesting method to talk efficiency ends in a memo or an e-mail. The motion of the video can clarify the which means behind the information, simply as a group member would throughout an in-person assembly.

create customer support coaching movies

You don’t must have manufacturing expertise to supply coaching movies in your buyer assist (CS) group—loads of right this moment’s manufacturing instruments are designed for all expertise ranges. Preparation, not movie experience, is the important thing to juggling the transferring components of video creation.

That will help you keep organized, we’ve damaged down the important thing steps for creating CS coaching movies. Use this repeatable course of to create movies for every type of coaching wants, whether or not you’re onboarding a brand new worker on the CS group or constructing a abilities coaching program for current staff.

Be clear concerning the goal of your movies

Earlier than the rest, outline the target of your video. This goal is your guiding mild all through the manufacturing course of. If you happen to perceive the “why” behind your coaching, you possibly can consider your video content material as you create it to determine what must be included and what must be excluded.

If you happen to’re having bother figuring out your coaching purpose, take into account these widespread goals:

  • Onboarding, the method of coaching new hires to make use of instruments and perceive your organization’s expectations for supporting prospects.
  • Expertise upkeep, or refreshing staff’ data and serving to them strengthen their problem-solving and communication abilities.
  • Emergency response, or crisis-based coaching. Throughout a product recall, for instance, a CS group may have last-minute coaching about how they need to apologize to prospects and win again their assist.

When you’ve picked a coaching purpose, you possibly can determine which video instrument can be splendid for assembly your goal.

Select a CS coaching video format that matches the subject

One kind of video isn’t higher than one other—every has distinctive strengths which are suited to completely different coaching objectives. Dwell video, for instance, provides reasonable particulars, whereas animation is particularly nice at expressing summary concepts (although it may be used to characterize any scenario).

Overview the small print of every video format under to determine which sort can be greatest for assembly your CS studying goals.

  • Animation
    • Options: Animation platforms are inexpensive, fast to supply, and versatile. This format means that you can categorical nearly any thought, so it may be used to show all kinds of CS coaching ideas.
    • Prompt instrument: Vyond
  • Dwell video
    • Options: Dwell video captures the reasonable particulars of buyer assist, similar to working a name heart. Nonetheless, producing these movies tends to be costly and time-intensive.
    • Prompt instruments: B&H sells a wide array of digital cameras, lighting, audio gear, and different skilled video gear discover extra sources right here.
  • Display screen recordings
    • Options: Display screen-recording movies are glorious for highlighting CS software program that you really want your group to undertake. You’ll be able to present clips of the product getting used whilst you additionally narrate directions for utilizing the instrument.
    • Prompt instruments: Quicktime, Soapbox, Vidyard, Camtasia, Cincopia, or Loom. You may also animate round your recording in Vyond.

With a selected kind, it’s time to visualise your coaching video and brainstorm what subjects you need the content material to cowl.

Script, storyboard, then shoot

Writing a script and storyboarding is the perfect preparation for creating your CS coaching movies. You’ve deliberate the way you need to categorical your concepts, so that you’re much less prone to run into hiccups as soon as manufacturing begins.

GIF that reads "script, storyboard, film" with accompanying decorative visuals

Study extra about scriptwriting and storyboarding in your CS coaching video by trying out these Vyond sources:

You’ve deliberate the visuals and dialogue of your video, so now you’re prepared to start out creating. Try the three sources under for creating every kind of video coated in step two.

If the manufacturing part appears daunting, don’t fear: Manufacturing instruments are extra accessible than ever earlier than, so anybody right this moment can create a professional-quality video. And along with your preparation of storyboarding and scriptwriting, you’ll know precisely what it is advisable create your CS coaching video

Enlist the assistance of your group

Together with storyboarding and scriptwriting, asking in your coworkers’ assistance is one other method to easy out the manufacturing course of.

As you create your coaching movies, your group members can act as a sounding board to verify the content material is beneficial. For instance, they’ll flag components of the video which are complicated, they usually could make suggestions about what can be useful to look at within the video. Coworkers may additionally have the ability to assist with the filming course of, whether or not they’re behind the scenes or within the video.

Enhance the standard of your coaching video by collaborating along with your coworkers:

  • Invite group members to relate your video. Recording voiceovers from staff is quicker and more cost effective than utilizing skilled actors. Your coworkers may additionally benefit from the mission as a enjoyable break from their conventional work.
  • Ask coworkers to assist with crew capabilities. If you happen to’re making a stay video, you could want additional palms to handle items of kit. For instance, you could want somebody to carry a mic or assist organize an space of your workplace for the shoot.
  • Present coworkers a tough reduce of your video, and ask what they discovered complicated and what was useful. Their suggestions will information your remaining edits and aid you create a completed product that’s helpful in your group.

With a number of individuals on deck, you have got the assist it is advisable create a high-quality coaching video that improves the group’s customer support abilities.

Kind a distribution plan

It doesn’t matter how nice your video is—if you happen to don’t encourage staff to look at it, you received’t enhance their customer support abilities. Assume critically about essentially the most partaking, handy manner in your staff to view the coaching to make sure the movies are watched:

  • Sending video coaching by e-mail or chat: This technique is beneficial for sharing non-urgent coaching movies that refresh the group’s data. You may, for instance, e-mail a coaching video that summarizes the important thing factors of a CS group assembly.
  • Internet hosting in a Studying Administration System (LMS): Workers are inclined to choose self-led coaching. This technique is greatest for official onboarding and arranged coaching modules.
  • Taking part in video throughout an in-office coaching session: This technique is beneficial for sharing coaching content material that’s well timed and mandatory to look at. You’ll have the ability to see that each group member watched the video, and you may construct their data with a dialogue of the video after it has performed.
  • Sharing coaching movies on an inside wiki: Use this technique to share video coaching content material that doesn’t should be watched instantly however must be referenced frequently.

From goal-setting to distribution, these 5 steps will information you towards creating and sharing coaching movies that assist your CS group present glorious customer support.

 

Train your group to wow prospects with coaching movies

The most effective CS groups by no means cease studying. Even essentially the most skilled customer support reps must constantly construct their abilities. Be sure that your group is at all times in a position to present distinctive service with coaching movies. They’re simple and inexpensive to create with right this moment’s accessible instruments, so you can also make coaching movies on an ongoing foundation. After absorbing this content material, your group will probably be able to go the additional mile and supply excellent buyer experiences.

Create your individual animated movies for buyer assist coaching:

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