When are “Ums” while recording a video ok, and when should it not be used?
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Support communication has evolved. Where once phones were the primary way to solve issues, that shifted to email, then real-time chat and text, and slowly into bots and automation. Each of these mediums has its pros and cons. Texts, for example, are fast and personal but harder to convey complex solutions or steps like an email. In comparison, phone calls have the same quick and personal traits and often make it easier to describe complexity but lack any ability to provide visuals or reference material. You can use video to bridge these gaps. Susana de Sousa, Senior Manager of Customer Support at Loom, believes that adding video across all support services can improve customer communication. The power of video within support helps to remove the barriers of other communication channels.
In Conversations with Susana de Sousa, Senior Manager of Customer Support at Loom
Video is a versatile tool for several use cases within support. Susana highlights several examples, from knowledge base videos to onboarding remote employees, where video can improve customer experience. She explains why these use cases are impactful using tangible examples of how video benefits both customers and the support team.
We talk about the trends of video being used as one-way communication from support and as a way for customers to more easily share their issues with you. Susana also explains how video improves accessibility and isn’t as complex as you might think. She breaks down when ‘Ums’ are ok, and how to create helpful content without overproducing or scripting every recording. With her advice, you can make video a quick, practical, and desirable way to share information.
Please listen in as Susana and I chat through the power of video within support.