5 Simple Steps to Create Customer Service Videos

If you were selling computers or software in the 1980s, it would have been normal for you to share a thick copy of a printed manual with the buyer. Heck, manual books were so famous back then, that bookstores had a separate section for computer related books. 

Hope you had a chuckle after reading that sentence.

It’s so unbelievable & comical for us to digest that this kind of world existed once. Right now, modern-day buyers have Google and YouTube to learn how to use a computer or any piece of technology. Those computer books do not exist anymore. The sales of these books have dropped sharply by 54% since 2007. 

Videos are the new source for learning and gathering information. 86% of the viewers go to YouTube to learn new things. Now, imagine yourself as the same software company, wouldn’t it make sense for you to make videos, so that your customers can watch them and learn how to use the product?

Most likely, you nodded to that last question. If that is so, then you will find this topic about customer service videos interesting.

Customer service videos are not a particular type of video. This is used as a term for referring to a range of videos that you create to help your customers with your product. An explainer video on how to use a feature in a product is an example of customer service video. Similarly, using a video to solve a customer query is also an example of customer service video.

But, the crux of customer service video is that it takes care of the customer’s requirements after they have purchased the product. It keeps them engaged with useful videos and necessary information that can help them to understand the product better.

All this time while you were reading this blog, if you were thinking that making customer service videos is complicated, and you would need to hire a team to make videos, then stop right there. Making customer service videos is easy, and you can make a professional video in very simple steps. All you have to do is follow them religiously and keep getting better at them. 

Your customers are not expecting a cinematic experience from your videos. They’re more interested in what you have to offer in the video that will help them with the product. On that note, here are the five steps that will help you create a customer service video and give your customer what they want.

1) Pick up the right video-making tool

Surgeons can’t operate without a scalpel. A DJ can’t mix songs without a turntable. Both these statements are obvious. And, they’re connected to making videos. Because video-making needs the right tools to produce videos. Therefore, when you have made up your mind about making customer service videos, start here.

If you’re expecting that we will share a list of tools that you will need to make videos, then you’re wrong. That will complicate this blog and make it harder for you to carry on. Instead, we’re here to tell you that you don’t need a list of tools; what you need is a minimal number of tools that will get the job done for you. 

Customer service videos are of different types, so your videos have to be quick, albeit of good quality. If you go for a studio-like set-up or outsource an agency to create videos, your turnaround time is going to be high. Instead, a screen recording tool can help you and your team to record, edit and share videos with your customers instantly. This will keep the process easy and help your team to produce more results.

2) Train your team

Not every person in your team will be familiar with video making. In fact, a few might feel a bit clumsy in front of the camera. The best way you can ensure that everyone is comfortable facing the camera is by training them.

Training is not just about instructing your employees on how to record a video, but also opening a stage for them to ask questions. It’s a practical technique of helping them come face-to-face with their fear or preconceived notions about video making. 

You can ask them questions like - 

- What makes them uncomfortable?

- Was there an embarrassing moment before?

- Do they fear that they will be judged?

- Are they conscious of how they look in front of the camera?

- Is it the camera that makes their confidence drop?

You should get insights on what concerns these employees and how you can train them. When it comes to training, you can split it into two categories to handle things in a better way

Tool training

In this training, you will typically focus on introducing the tool to your team and making them acquainted with it. Here are some steps that you should take - 

- Show them the basics of the tool, like how to start recording, where to click to pause or download the video

- Teach them how to troubleshoot some basic problems

- Walk over the advanced features like analytics or setting customized workflows 

Video presence and presentation

As your employees have to record themselves, it’s important to focus on how they appear in front of the camera. Which means both - screen presence and screen presentation. 

With that in mind, these are the factors that you need to take care of - 

- Hair and makeup of the person

- Clothes that they wear (does it have to be the company t-shirt every time?). n fact, featuring employees in custom shirts with your logo can boost brand presence in your videos while making the team look unified.

- Facial expression and body language

- Overall energy level

- Pronunciation and voice modulation

This list can go on and feel free to add more factors. Try your best to make your employees comfortable and get the best out of them.

3) Write a script 

Don’t worry. Writing a script is not that hard.

It’s only hard when you try to over-exert yourself to find the exact word or try to get too technical. A video script has to be simple, easy to understand and written in lucid language. The idea here is to give the customer what they want without letting them do any hard work.

To come up with a video script, write down all the ideas that you have in your mind and the problem you’re trying to solve in the video. It’s alright if they don’t make sense at the start. Don’t stop before you have put down all the ideas. Now, when your mind is empty, try to connect the ideas and see if you can come up with a draft script. 

Once your draft is ready, sit down with a few of your colleagues. Discuss with them and try to chisel down the content to make it sharper. Here you have to focus on the tone of your script to make sure that it doesn’t sound unnatural. The ideal tone should be personal and friendly.

We have written a simple guide on this topic. So, if you want to get into the detailed breakdown on how you should decide the flow of the script, then you can check out our guide on writing video scripts.

4) Use a good video editor

The final part of video making, which is also one of the most crucial, is video editing. Video editing will help you to follow a consistent styling in all your videos. If you’re using a simple video making tool that only helps with recording a video, then you might have to invest a few more bucks in a video editor on top of that. 

But, if you’re using a tool like Vmaker, you get an advanced AI video editor that has the best functions for editing your videos. Nevertheless, if you’re using a different video editor, make sure you check that it has features like adding subtitles, b-rolls, background music, custom background, video intros and outros, company logo over the basic cut, crop, and resize features.

As you create more customer service videos, your investment in a good video editor will make more sense and give better returns on investment. If you’re not sure where to start your search, then we recommend heading over to websites like G2 and Capterra to start digging.

5) Build a video library

Out of all the advantages of creating customer service videos, one that might get overlooked is building a video library. The advantage of doing this is that you can re-use your content, which will save time and resources.

For example, if you have already created a video on how to use a particular feature of your product, you can use that same video and send it to a customer who is having trouble figuring out that feature on their own. All you have to do is fetch that video from the library and send it to the customer. As there is no production time involved, you can reply to them instantly. To keep your library arranged, you can create workspaces, and within that, create folders to group videos of a common theme together. 

What are you waiting for?

So that’s it! That was all we had to share with you to get you started with customer service video making.

These simple five steps will be a huge push for you and your team. As you start, you will make a few mistakes. That’s alright as long as you’re open to learning from them and improving your efforts. 

Video making may appear to be daunting, but you can’t avoid it. It is the need of the hour. Start with a structural approach, and you’ll see things fall into places.

Recommended Reading:

How Videos Can Help You Offer Personalized Support and Improve Customer Satisfaction!

5 Proven Ways to Improve Customer Service in 2024

5 Engaging Video Types for Corporate Training

Top 10 Styles of Animated Explainer Videos (With Examples)

What is an LMS (Learning Management System) & How To Choose The Best One?