Customer Success Managers are always on the search for ways to better interact with their customers and increase engagement. That's why I'm excited to introduce the power of step-by-step videos for customer success management.
Step-by-step videos are short, instructional videos that walk customers through specific processes or tasks. These videos can be used in a variety of ways by customer success managers to improve the customer experience and drive customer success.
- Onboarding: One of the first ways customer success managers can utilize step-by-step videos is for onboarding new customers. This can help ensure that customers are properly set up and have a clear understanding of how to use your product or service. By providing customers with a visual demonstration of how to complete specific tasks, you can reduce confusion and increase adoption.
- Troubleshooting: Step-by-step videos can also be a valuable tool for troubleshooting common customer issues. Rather than having customers struggle to understand written instructions or trying to explain a complex issue over the phone, customer success managers can send a video that clearly and concisely demonstrates the solution to the problem.
- Upselling: Customer success managers can also use step-by-step videos to demonstrate how customers can get the most out of your product or service. By providing customers with a clear understanding of advanced features and functionality, customer success managers can open up new opportunities for upselling and driving additional revenue.
- Feedback: Step-by-step videos can also be used to gather feedback from customers. By asking customers to watch a video and provide feedback on specific aspects, customer success managers can get a more accurate understanding of customer needs and preferences. This can help drive product development and improvement.
- Data Analysis: Another way customer success managers can utilize step-by-step videos is for data analysis. By providing customers with a visual representation of data and trends, customer success managers can help customers understand how to use data to drive better business decisions.
- Post-sale Support: Step-by-step videos can also be used as a post-sale support tool. By providing customers with a visual demonstration of how to perform specific tasks, customer success managers can help ensure that customers continue to get the most out of your product or service.
- Multi-threading: One of the great advantages of step-by-step videos is their ability to be shared with multiple people within a customer organization. When customer success managers share step-by-step videos with their primary customer point of contact, that person can then share the video with others on their team, such as their boss, peers in other departments, and so on. This opens up new threads within the customer organization and creates additional opportunities for upselling and renewing business. By providing other people within the customer organization with a clear understanding of your product or service and its capabilities, customer success managers can foster deeper relationships with the customer and position themselves as trusted advisors.
Here is an example for a quick troubleshooting Guidde:
One key advantage of step-by-step videos is that they can help customer success managers save time and avoid repeating the same explanations over and over again. When customers have questions or need assistance, customer success managers can simply share links to relevant step-by-step videos. This allows customers to self-serve and access the information they need on their own time, without requiring the customer success manager to explain things multiple times.
White glove customer relationship.
With step-by-step videos, CSMs can create highly curated and personal content tailor-made for customers at various stages of the customer journey. And with Guidde's unique format, it can be done in seconds as simple as recording a personalized intro or outro highlighting a specific need or calling a customer by name. These little touches go a long way in driving the human connection with the customer.
The customer is always right.
Every person is unique and has their preferred way of consuming information and knowledge. Some people prefer to listen to audio, others prefer to read text, and still, others prefer to watch videos. This diversity in learning styles makes it important for knowledge solutions to be flexible and cater to the needs of all individuals.
By offering a variety of formats, including step-by-step videos, audio voice overs, and written materials, CSMs can provide a more comprehensive and inclusive learning experience. This helps to ensure that everyone can access and understand the information they need, regardless of their preferred learning style.
Additionally, by offering a variety of formats, you can reach a wider audience. For example, some people may be unable to watch videos due to bandwidth constraints, while others may prefer to listen to the audio while they're on the go. By offering a variety of formats, knowledge solutions can cater to the needs of all individuals and provide a more accessible and inclusive learning experience. The diversity in learning styles among individuals highlights the importance of offering a variety of formats for consuming information and knowledge. By offering step-by-step videos, audio voiceovers, and written materials, CSMs can cater to the needs of all individuals and provide a more comprehensive and inclusive learning experience.
In conclusion, the ability to share comprehensive Guiddes complete with step-by-step videos and written documentation can help customer success managers to expand their reach and create additional opportunities for upselling and renewing business. By providing a clear and engaging way to demonstrate the value of your product or service, step-by-step videos can help customer success managers build deeper relationships with their customers and drive customer success.
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