How to Use Video Emails for Customer Success

Customer success is as crucial as selling and marketing are to businesses. Solving customer problems proactively and helping them make optimal use of your product is integral to a business's success. Video emails for customer success can render the process efficient and effective. Let’s explore how to use video emails for customer success. 

A customer seeks value from a product or service. A customer success team ensures that the time taken to value(TTV) a product is minimized. The task is easier said than done. Customer success is about more than just creating assets. A customer success team including the customer success engineer ensures that the customer is educated about the product. Videos are one of the best tools to ensure the customer derives maximum value from your product. Let’s look at what video emails are.

Video emails are emails that contain videos. The emails may also contain text and images. The following are the benefits of video emails:

1. Retainable: Visuals stimulate human beings like any other human beings. Consumers retain video emails over out-and-out text emails. According to B2B decision labs, video emails are 13% more memorable as compared to text emails. 

2. Increases Open Rates: An opened email is the first indicator of success for any email marketing campaign. An unopened email finishes the chances of any interaction. The mere mention of the word “video” in your subject line increases your open rate by 26% with video emails.

3. Increases Click-Through Rate(CTR): Your email will mostly have a link to your website or a CTA. You place it so that you can direct your prospective customers. Increase your CTR by 65% with a video attached to your outreach email to cold prospects. 

4. Decreases Unsubscribe Rates: Prospective customers unsubscribing from your emails is dissuading. Video emails help you cut down the unsubscribe rates by 26%.

Show helps you to send video emails through any email provider platform. 

Let’s have a look at customer success in business. 

1. Increased Customer Retention and Loyalty
   
   Customer retention is an important part of any business. An integral step in increasing customer retention is to ensure that your customer has a positive experience with your product. By having a great customer onboarding and success process your customer retention and loyalty increase.

2. Improved Customer Satisfaction and Experience
   
   Focusing on customer success improves customer satisfaction and experience. 

3. Increased Upsell and Cross-sell Opportunities
   
   If a customer has a great experience with a product. He/she is bound to be more receptive towards upgrading the product or buying a new product produced by the same company. 

4. Increased Evangelists of the Product
   
   A great customer experience will spread positive word of mouth about your product. The best way to make your customer an evangelist is by focusing on customer success. 

5. Increased Revenue
   
   Increased customer retention, upsells, cross-selling, and evangelists will increase your revenue. 

Now that we have looked at video emails, and the benefits of customer success. Let’s have a look at how video emails help in customer success.

1. Reduce L1 and L2 Customer Support Tickets
   
   Video emails offer a more engaging way of communicating about your product’s virtues to your customer. The visuals in a video help the customer resolve issues in a faster way. The need to raise a ticket is significantly reduced with video emails. Sending personalized video emails also improves customer experience and satisfaction. This cuts down the number of L1 and L2 customer support tickets that are raised.

2. Build a Personalized Connection
   
   Personalization goes a long way in improving customer satisfaction. Personalized videos are between 35% and 116% more effective than generic videos. Video emails allow you to send personalized videos to your customers and form a stronger connection with them. 

3. Communicate Updates
   
   A product needs constant upgradation to stay relevant. Businesses pour a lot of effort into product discovery so that their products stay in the game. However, their efforts will go in vain if they fail to communicate their upgrades to the customers. Video emails help companies upgrade their products without fail.

Now that we have looked at how video emails help in customer success. Let’s find out how video emails can improve customer success. 

1. Use Personalized Video Emails
   
   Personalized video emails go a long way in improving customer success as we saw above. Use personalized video emails to build a more engaging and personalized experience with the customers. Text and images alone cannot build trust and demonstrate your product’s value proposition the way personalized videos can. Personalized video emails make customers feel valued. Your customer retention rate is bound to increase with personalized video emails.
   
2. Give A Detailed Walkthrough of Your Product
   
   Video emails provide a more comprehensive customer experience. You can communicate your product’s value proposition and upgrades in a far more effective manner with videos. Provide a detailed walkthrough of your product so that your customer can access it and watch it whenever they intend to clarify a doubt regarding your product. 

3. Make the Video Emails Engaging
   
   Make your video emails engaging right from the word go. You can customize your video thumbnails, make your videos more engaging, and add interactive hotspots to your videos on Show’s platform. Use high-quality visuals, animations, and graphics to keep your customers engaged. Make sure that your videos provide value to your customers. 

4. Problem and Use-Case Focused
   
   Your customer success video emails should ensure that they provide value to the customers. The best way to do so is by showing how to solve customer problems through videos. There is another way to approach this. Based on the customer segment you are appealing to, you can send use-case-based video emails to your customers. You can show how a customer can interact with your product to achieve a specific goal.

5. Streamline Troubleshooting
   
   You can automate troubleshooting through your video emails. You can redirect the customers or collect information right from your videos. Troubleshooting can be automated through your video emails by adding relevant interactive hotspots. For instance, your video emails can contain CTAs that redirect your customers, or you can use surveys and based on the customers’ responses you can streamline troubleshooting.

6. Onboarding Video Emails
   
   Create onboarding video emails. Onboarding video emails can reduce the time taken for a customer to extract from the product. Videos also offer a lot more clarity than text and images. Sending video emails will help you explain complex parts of your product simply. The customers can also revisit the onboarding videos to overcome obstacles they face while using the product.

7. Analyze Video Emails
   
   Keeping analyzing each of your video emails. Check whether you have optimized your subject line enough to increase your open rate. Show’s video analytics helps you get your hands on video consumption statistics, viewer statistics and viewing heat maps. You can have a finger on the pulse of your audience by using Show’s video analytics. 

Conclusion 
Your customers reap the benefits of your product quickly and efficiently with video emails. Customer success ensures the time taken to value your product reduces significantly. Video emails help you communicate your product’s value proposition to your customers in an effective manner. Use video emails to ensure customer success.

Book a demo with Show to see how you can send video emails from Show and analyze them.