Next-Gen Salesforce Desk.com Adds Video Customer Support
Desk.com Support Center now lets you take customer service to a whole new level with its new Video Support Center. With the goal of increasing customer satisfaction, the new feature lets you deliver video to customers for self-service support.
Salesforce figures always-connected customers want faster answers to their questions -- and they don’t want to read through long text documents. At the same time, the company sees a demand from firms that want to roll out self-service videos so customers can resolve their own issues.
Then there are the sheer statistics: there will be over 1.5 billion Internet video users by 2016, according to Cisco. With that in mind, Salesforce sees self-service video as a potential game changer for companies. And so do Asana, GetFeedback.com and Susty Party, some of the early adopters of the new solution.
“If a picture is worth a thousand words, a video is priceless,” said Leyla Seka, General Manager and Senior Vice President of Salesforce Desk.com. “Today customers expect video when it comes to customer service.”
How it Works
Here’s how it works: You can add video content from any of the leading video platforms, such as YouTube or Vimeo, to your online customer service strategy via the Video Support Center. By doing so, you beef up your online customer service with content that lets customers find immediate access to visual help. Ultimately, Salesforce said, you can lower your customer service costs, improve productivity and wind up with more satisfied customers.
“Video is a powerful tool for brands to connect with customers and we’re seeing that at all levels at Vimeo, from highly produced branded films to product demo videos,” said Michael Weissman, General Manager of Creator Platform at Vimeo. “As a Desk.com customer and video hosting platform, we’ve been integrating videos into support articles and understand first hand its value.”
Wondering what value? According to a Desk.com-commissioned survey, Desk.com customers on average experience a 42 percent faster response to customers; 38 percent increase in agent productivity; 27 percent decrease in support costs; and 36 percent increase in customer satisfaction.
"Video is one of the most effective means of providing self-service support," said Kraig Swensrud, founder of GetFeedback.com. "The addition of video as a new Desk.com customer service channel -- alongside mobile, social and web -- will provide an even better experience for our customers who are looking for fast, clear answers to their support questions."
Under the Hood
Under the Video Support Center hood you’ll find rich, embedded video support, custom help center design templates that reflect your unique brand and work on multiple devices, and advanced knowledge reports.
On the reports front, customer service managers can review metrics, including video performance, to discern if support teams are serving up the best content for case resolution and the most relevant self-service assets available to customers. And if you have a Vimeo Pro subscription you can embed its HD video player without advertising muddying up your customer self-service support.
Salesforce Desk.com is generally available now. Pricing starts at $30 per month, per agent. Desk.com Video Support Center is included with the Desk.com subscription.