Vidyard Announces Vidyard for Support to Improve the Customer Support Experience


October 25, 2017

Vidyard helps buyer assist groups resolve circumstances quicker and enhance buyer expertise with customized and on-demand video for assist

KITCHENER, Ontario – October 25, 2017 – Vidyard, the new era video platform for enterprise, in the present day introduced Vidyard for Support, an progressive answer to assist buyer assist groups resolve tickets quicker and ship an enhanced buyer expertise utilizing customized and interactive video content material. Vidyard for Support merges the energy of Vidyard’s video internet hosting, creation, personalization and engagement options with Salesforce Service Cloud.

Customer expertise is a brand new battleground for corporations wanting to speed up their development and defend their buyer base in extremely aggressive markets. It has turn out to be a precedence for many companies to ship clever, customized assist experiences that construct higher buyer relationships. With Vidyard for Support, corporations can leverage customized, on-demand and interactive video content material to gasoline buyer communications and self-service assist portals to resolve points quicker, improve buyer satisfaction, and collect rapid insights on how properly their content material helps to deal with buyer challenges.

Fast Forward Your Customer Support Experience

Vidyard for Support allows a strong vary of movies to be used all through the buyer assist lifecycle in ways in which simply combine with Salesforce Service Cloud, together with:

  • Custom Screen Captures: Empower assist reps to file and ship customized display seize movies to showcase precisely how to resolve a difficulty.
  • Video Knowledge Hub: Easily publish all assist movies in a centralized video library hub to improve buyer self-service in addition to accessibility and sharing by reps.
  • Personal Video Messages: Enable reps to file and share private video messages with their webcam to clearly clarify their concept and join in a extra private means.
  • On-Demand Video Content: Create on-demand movies and publish to on-line data articles with the means to centrally handle, observe and replace content material.
  • Interactive Video: Add interactive surveys, hyperlinks and questionnaires to any video in order that clients can self-close tickets and supply well timed suggestions.
  • Video Analytics: Track real-time video views, drop-off charges and extra to perceive which content material is the highest in-demand and which movies are fixing the most circumstances.

“Vidyard’s integration with Salesforce Service Cloud allows the VictorOps Support team to easily produce highly personalized, technically focused, video support communications to our customer base. Leveraging Vidyard’s support video functionality also allows us to complement our technical support documentation with easy to follow visual walkthroughs and best practices,” says Tom Hart, vice chairman of operations at VictorOps. “At VictorOps, we’re sincerely focused on establishing and maintaining genuine one-to-one relationships with all of our customers. With Vidyard’s integrated video support functionality within Salesforce, we have an easy-to-use and highly personalized means by which to communicate with our customers.”

“Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees,” stated Kori O’Brien, SVP, ISV Sales, Salesforce. “By leveraging the power of the Salesforce Platform, Vidyard provides customers with an exciting new way to improve the customer experience with personalized and on-demand video for support.”

Improving Self-Service and 1-to-1 Support with Video

Vidyard for Support will help companies ship simpler and extra customized 1-to-1 buyer assist experiences utilizing the energy of video messaging. Support reps can rapidly file and share customized display captures and customized webcam movies from inside Salesforce Service Cloud to clearly reveal how to resolve a difficulty whereas humanizing their outreach. Personal video messages assist cut back case decision occasions, enhance buyer satisfaction, and drive higher engagement amongst assist group members.

Video has additionally turn out to be a important a part of self-service assist, a quickly rising part of in the present day’s buyer expertise applications. According to the TSIA’s 2017 Technology Service Heatmap, self-service buyer portals have the highest deliberate spending for the second yr in a row. A complete of 78% of TSIA members have price range for new or further portal capabilities in the subsequent two years, which underscores that corporations are beneath stress to enhance self-service success and situation deflection charges. With Vidyard for Support, corporations can simply create, publish, observe, and replace on-demand assist movies inside their on-line data facilities to make it simpler for clients to self-identify options and resolve points in a self-service method. With Vidyard’s video analytics, assist leaders can determine which movies are attracting the most viewers engagement and which of them are serving to to resolve the most circumstances. This helps gross sales and advertising and marketing groups prioritize future video investments to optimize assist effectivity.

“Today’s customers expect information in a way that is timely, personalized and easily understood, and video is the perfect way to deliver those experiences,” says Michael Litt, co-founder and CEO of Vidyard. “How-to videos are among the fastest growing categories on YouTube for good reason: they offer a rich form of content and higher informational throughput than alternative channels like written articles, emails, or chat. Companies that wish to thrive in this new world must embrace video content to meet the growing demands of customers and to deliver a more personalized and memorable support experience.”

With Vidyard for Support, corporations can now leverage customized, on-demand and interactive video content material to gasoline buyer communications and self-service assist portals to resolve points quicker, improve buyer satisfaction, and collect rapid insights on how properly their content material helps to deal with buyer challenges.

Salesforce, Salesforce Service Cloud, and others are amongst the emblems of salesforce.com, inc.

More Information:

About Vidyard

Vidyard is the new era video platform for enterprise that helps organizations drive extra income via the use of on-line video. Going past video internet hosting and administration, Vidyard helps companies drive higher engagement of their video content material, observe the viewing actions of every particular person viewer, and switch these views into motion. Global leaders comparable to Honeywell, McKesson, Lenovo, LinkedIn, Citibank, VictorOps and Sharp depend on Vidyard to energy their video content material methods and switch viewers into clients.

Media Contact:

Sandy Pell, Corporate Communications, Vidyard. Email: press@vidyard.com

Sandy Pell

Sandy Pell

Sandy Pell is the Head of Corporate Communications at Vidyard. She’s been named as one among Canada’s PR Top 30 Under 30 by PR in Canada, and one among the Top 20 Tech Women in Canada by the C100. When she is not crafting distinctive communications, you may discover her remodeling clean areas into outstanding locations as a business mural artist!



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