For Guy Thornton, founder of Picked Group Ltd., efficient virtual customer support is a must. Picked Group Ltd. operates nine companies, all offering different types of job recruitment testing. Two of those companies— Practice Aptitude Tests, and Test Candidates— serve customers virtually. They use video rather than face-to-face contact. That’s because virtual customer support poses unique challenges.
“We needed a way to help our customers use our platform more effectively,” says Thornton. That’s why his team turned to Screencast-O-Matic.
“Videos make it much easier to communicate and diagnose issues with customers,” he says.
Making Global Customer Support More Efficient
Picked Group Ltd and its sister companies help customers all over the globe. They needed a way to solve customer issues without being face-to-face, or worrying about timezones.
While emails and phone calls can suffice for answering simple questions, it’s not so easy to walk customers through more complicated issues. Adding to the challenge, it can be difficult to schedule support phone calls at times that work for customers across the globe.
“Our customer support team can now solve numerous customer issues much more quickly by producing videos and screen grabs, rather than having to explain matters step by step in an email,” Thornton says.
Thornton’s customer support teams are able to record a quick video to answer customers’ questions. Customers can watch the videos on their own time, and even save them to watch again later if they need a refresh.
Building a Library of Helpful How-to Videos
Even better, Thornton’s teams can save many of these support videos to use for future customers. Having a growing library of helpful support videos to choose from is a big timesaver for all three companies.
Now with the new Zoom integration, they’ll even be able to turn a recorded Zoom call into a reusable customer support video. The integration makes it possible to open a Zoom recording directly in the video editor. From there, they can make necessary cuts, and add helpful edits like captions, highlights, additional video clips, and more.
In an effort to anticipate the more commonly asked customer questions, Thornton’s teams share their videos and tutorials in a convenient how-to section of each company’s website.
This way, customers can find step-by-step solutions to many of their questions without having to hop on a phone call or send an email requesting help.
Using Video to Create Engaging Product Demos
Problem solving isn’t the only way Thornton’s companies use Screencast-O-Matic. They also create demo videos to help bolster sales.
Instead of showing pictures or simply talking about their services, they can give a more visual, accurate idea of their user experience to prospective customers.
“It’s provided a great way to educate our customers about our products,” Thornton says.
Thornton says he’s received positive feedback from his customers since he started using Screencast-O-Matic to create video tutorials. Customers have an easier time finding the help they need. It takes less time emailing. Now they can simply watch a video.
Customers also don’t have to worry about scheduling calls to customer support after-work hours. They can watch the tutorial videos on their own time, which makes for a happier, trouble-free experience.
Advice to Business Owners
Thornton first heard about Screencast-O-Matic two years ago after telling a former colleague that he needed a way to provide faster, better, and more consistent customer support. That colleague used Screencast-O-Matic’s screen recorder to create screencasts for his own business, and recommended Thornton give it a try.
Due to its ease of use and affordability, Thornton says he recommends Screencast-O-Matic to other business owners looking to level up their sales process and customer support. In the past two years, he says Screencast-O-Matic has helped his customers use his platforms more effectively than ever before.
“The feedback from customers for video tutorials was definitely positive,” Thornton says. He’s pleased to see the videos resulting in less back and forth between his support teams and customers.