Using online videos to promote customer self-service

Faith Ocampo Published on October 29, 2015 Last updated on October 5, 2021

Picture this: Jeff, one of your customers, tries to reach your customer service providers after troubleshooting his own computer to no avail.

He calls your hotline and is put on hold for the longest 15 minutes of his life. He gets increasingly frustrated every second he waits. When Nina, one of your agents, finally attends to him, it took another 20 minutes to solve the problem. Jeff says bye, a little appeased but still a little disappointed.

Two weeks later, Jeff encounters the same issue again. He tries to recall the steps Nina taught him to fix the issue but fails. He does a quick Google search but couldn’t find a reliable information source anywhere. He’s left with no choice but to call your hotline again.

businessman watching online video on phone inside car

There are two major contact center issues at play here:

  • long hold duration; and
  • repeat calls.

These two things, which can seriously damage your relationship with customers, are every contact center’s nightmare. One way of dealing with these issues is by promoting customer self-service through instructional online videos.

Videos can help customers solve product or service issues on their own. They’re easy to access, quick, and visual in nature, which makes them an effective tool for customer assistance. Here are the steps in setting up a video channel as a customer self-service portal.

  1. Identify the usual customer queries

    online video research for customer self-service
    If you want to drive down the number of repeat calls, then create a video that addresses top customer issues. You can later tackle the less commonly raised queries by customers, but to get quick results, focus on the concerns your contact center frequently encounters.

  2. Choose a video hosting website

    online video producer editing footages on computer
    YouTube is still the most popular video website, but there are plenty of other sites that are gaining popularity. Choosing where to set up your video channel boils down to where your customers are and which sites they would find convenient.

  3. Videos should reflect the company branding

    online video meeting on company branding
    Your online videos are an extension of your brand’s customer service, so make sure that the messages and content of your videos are aligned with the company branding. Remember that once these materials are uploaded, they can be viewed over and over. So, think carefully about the way you present yourself through these videos and how these will be perceived by your audience.

  4. Involve your agents in producing the videos

    online video featuring customer service agent
    Your agents should know how to use the videos you make, where they can be retrieved, what’s been discussed in them, and what hasn’t. This will help them answer to customer queries in a more precise way. Plus, they can easily inform callers how to retrieve and view the videos relevant to their queries.

  5. Promote your videos to customers

    online video on social media receiving likes on smartphone
    Your customer self-service portal can reduce call volume if your customers know how to retrieve its contents. You can share your videos over social media and even include links to your library of content. That way, you encourage them to check out your channel the next time they encounter a product glitch.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO 13 hours ago
Expanding your #startup internationally can unlock a world of opportunities.
From market research to talent acquisition, #outsourcing can be a powerful tool to streamline your global expansion.

But how can you tell if your startup is truly ready to take on the world?
Before you take the leap, check out these essential signs of international expansion readiness: https://buff.ly/aEtrOFi

——————————
Ready to take the leap and expand your startup internationally?

Let Open Access BPO help you navigate the complexities of global expansion through our #BPO solutions: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#OutsourcingCX #CustomerSupport
Open Access BPO 3 days ago
Staying competitive often means finding smarter ways to operate and deliver great results.

For many global brands, that involves partnering with #outsourcing experts, and the Philippines is a go-to destination.

What's makes these outsourcing collaborations so impactful for a company's growth?

Learn why so many companies trust Philippine outsourcing companies to help them flourish and expand: https://buff.ly/UKynqaI

——————————
Just like many of the world's top brands, you can count on Open Access BPO to deliver excellent #CustomerExperience through our outsourcing services.

Ready to see how we can help your customer service shine? Get in touch: https://buff.ly/3yaDcXW

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 3 days ago
The global market demands more than language fluency—it requires secure multilingual #outsourcing for seamless, protected customer interactions.

But with stricter regulations and evolving cyber threats, businesses must rethink how they approach multilingual #CallCenter outsourcing.

Check out our latest blog to learn why security must never be an afterthought in global expansion: https://buff.ly/llPMlW1

——————————
Multilingual capabilities and #DataSecurity are two of Open Access BPO's best assets.

Our seamless operational processes and professional teams of experts fuse together #MultilingualSupport for over 30 languages with #DataProtection practices.

Learn more about what we can do for brands: https://buff.ly/mjNQZ9U

#WeSpeakYourLanguage
#MultilingualCallCenter#CustomerExperience
#MultilingualOutsourcing #CustomerService
#DataProtection
Open Access BPO 5 days ago
Leadership in #CallCenters is more than just setting targets and reviewing metrics.
It's about creating an environment where agents thrive, customers feel heard, and operations flow smoothly.

Curious about the techniques that make this possible?
Our blog digs into what makes an effective call center leader: https://buff.ly/xWGNZfa

——————————
Your business deserves world-class, industry-leading solutions, like the ones Open Access BPO provides: https://buff.ly/gHlxyNi

#WeSpeakYourLanguage
Open Access BPO 12 days ago
𝗕𝗿𝗮𝗻𝗱𝘀 𝗰𝗮𝗻 𝗹𝗼𝘀𝗲 𝗯𝗶𝗹𝗹𝗶𝗼𝗻𝘀 𝘄𝗵𝗲𝗻 #𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗳𝗮𝗹𝘁𝗲𝗿𝘀.
But it's not just about the money. Pushing customers away can deliver a crushing blow to your business.

Ready to stop the bleed and start retaining customers like a pro?
Dive into the insights here: https://buff.ly/yd1gmoE

----------
Elevate your #CustomerRetention game now!
Contact us today to outsource to a #CustomerSupport expert: https://buff.ly/pmLrIys

Learn more:
[𝐒𝐭𝐮𝐝𝐲] 𝐂𝐚𝐥𝐥 𝐂𝐞𝐧𝐭𝐞𝐫 𝐀𝐭𝐭𝐫𝐢𝐭𝐢𝐨𝐧 𝐚𝐧𝐝 𝐓𝐮𝐫𝐧𝐨𝐯𝐞𝐫: 𝐀𝐯𝐞𝐫𝐚𝐠𝐞 𝐑𝐚𝐭𝐞𝐬 𝐚𝐧𝐝 𝐂𝐨𝐦𝐦𝐨𝐧 𝐂𝐚𝐮𝐬𝐞𝐬: https://buff.ly/xeIJboo

#WeSpeakYourLanguage
#CustomerSupport #CSat
#OutsourcingCustomerService #CX
#CallCenterOutsourcing #CustomerExperience
Open Access BPO 13 days ago
Open Access BPO Manila recently injected a dose of fun and team spirit into the workplace by hosting a #CincoDeMayo celebration.

The event centered around a DIY nacho and taco station, where employees customized their own snacks. This interactive experience provided a relaxed and engaging setting for colleagues to connect and share in a unique way within the office environment.

Beyond the delicious food, the day also featured a series of lighthearted and friendly games. These activities were specifically designed to encourage interaction, collaboration, and a sense of camaraderie among team members from various departments.

The Cinco de Mayo event served as a refreshing opportunity for the OABPO Manila team to unwind, celebrate, and reinforce their positive working relationships.

#WeSpeakYourLanguage
#diversity #inclusivity
#CincoDeMayo2025