How To Answer Support Tickets with Videos on Freshdesk

Improve your customer support experience with video responses in Freshdesk.

Michael Smirnov
May 20, 2024
min read

Customer support is evolving, and so are the tools we use to provide effective and timely assistance. Freshdesk, a leading customer support platform, now offers the capability to answer support tickets with video responses. 

This article will guide you through the process of implementing video support on Freshdesk and provide valuable tips and tricks to make the most of this feature.

The Benefits of Using Video Responses in Freshdesk Support Tickets

Using video responses in support tickets is an excellent way to enhance customer support and deliver superior service. Video responses can be used to provide step-by-step guidance for complex issues, visually demonstrate product features, and provide quick solutions to common problems. These video responses not only increase customer satisfaction and loyalty but also reduce the number of back-and-forth exchanges between the support team and the customer. 

Moreover, video responses can add a human touch to customer interactions, creating a more personal and engaging experience. This can help build stronger relationships with customers and make your brand stand out from competitors. 

Setting Up Freshdesk for Handling Video Support

To get started with video responses, you need to enable the feature in your Freshdesk settings. Navigate to Admin > Email Notification > 'Allow video replies to tickets' and toggle the switch on. Your support agents can now record videos or attach existing videos to response emails directly from the Freshdesk platform.

How to Record Video Responses for Support Tickets using Guidde 

To make a how-to video with Guidde, make an account with Guidde and install Guidde’s browser extension (see how to do so in this article). After this, follow the prompts to make your first video guide with a few simple steps. 

After you have recorded your video with Guidde, you can record a voiceover, insert images and text onto the video, add a background, add or delete steps, and more. From here, you can copy and paste the video by clicking Share > Copy Link. Then you can paste the video response.

How to Monitor the Performance of Video as a Support Strategy in Freshdesk

To effectively evaluate the performance of your video support strategy, consider using Freshdesk Reports and the following techniques:

  1. Monitor resolution time: Tracking resolution time can help you determine if video responses are reducing the time it takes to resolve support tickets compared to other forms of communication.
  2. Track customer satisfaction: Use customer feedback ratings to gauge the effectiveness of video responses in meeting customer needs and expectations.
  3. Analyze ticket volume: Assess the volume of support tickets to determine if video responses are reducing the number of inquiries and increasing customer satisfaction.
  4. Identify common support issues: Analyze the types of tickets that require video responses and adjust your support strategy accordingly.
  5. Review agent performance: Use metrics to assess the effectiveness of individual support agents in using video responses and provide additional training or support where needed.

By regularly tracking and analyzing these metrics, you can identify areas for improvement in your video support strategy and enhance the overall customer experience.

Using Video Analytics to Improve Support Quality

Analyzing video analytics can offer valuable insights to improve your video support strategy. Some ways to take advantage of video analytics include:

  1. Tracking viewer engagement: Identify the sections of your videos that receive the most engagement to understand what your customers are interested in and where they might be losing attention.
  2. Monitoring drop-off rates: Determine the parts of the video where viewers tend to drop off and analyze why this might be happening. This can help you identify areas where you need to improve the video content or provide additional resources to support the customer.
  3. Analyzing viewer demographics: Analyzing viewer demographics can help you create more targeted videos and tailor your approach to specific audiences.

By using video analytics, you can gain a better understanding of how customers are engaging with your content and tailor your approach to create more effective videos that provide real value to your customers.

Overcoming Challenges with Video Support on Freshdesk

While video support offers numerous advantages, it may also present some challenges. These could include storage capacity, bandwidth limitations, or initial setup complexities. To overcome these obstacles, consider integrating with cloud storage providers or utilizing third-party video hosting services.

Final Thoughts 

In conclusion, utilizing video support can significantly enhance customer understanding, resolve issues faster, and create a more personalized experience. By tracking key metrics such as resolution time, customer satisfaction, and ticket volume through Freshdesk Reports, you can identify areas for improvement and adjust your approach accordingly. 

Additionally, leveraging video analytics such as viewer engagement and drop-off rates can provide valuable insights to optimize your video support strategy. By continuously evaluating and refining your approach, you can maintain a high-quality support experience for your customers. 

Sign up to Guidde today to learn more about how to optimize your video support efforts.

Sign up for Free
All articles