Friday, July 30, 2010

YouTube offers companies 15 minutes of customer service success

With the recent development by YouTube to allow users to upload 15 minutes of videos to their account; there are a bevy of new ways that customer service professionals can utilize this resource to help and connect with customers on a digital level. Tony Bradley of PCWorld showcases two ways that that companies can use the extra 5 minutes to connect with their customers and team.

Customer Support. A picture is worth a thousand words, and a video is comprised of thousands of pictures streamed together. Rather than explaining processes like installation, configuration, or troubleshooting in a manual, or with text and images on a Web page, create customer service video clips for common tasks and post them on YouTube. Video clips will be appreciated by customers, and take some of the burden off of the help desk.

Training. Businesses can use YouTube to deliver effective training. Simply giving a training manual to an employee has mixed results--they may not really read it and they may not really understand it if they do. Paying a trainer, or delegating another employee to conduct training costs money, and results may vary depending on the trainer. A video clip allows you to record the training exactly as it should be delivered, and re-use it over and over without incurring any additional costs.

How else do you envision YouTube's new service helping you and your business?

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