According to the stats, more than 93% of customers will make a repeat purchase if they have a great customer service experience. It shows you that exceptional customer service will effectively assist and empower your customers through the entire purchasing process - regardless of your business size and what industry you belong to.
In the dropshipping business, customer service is crucial to provide your customers with a handy way to answer questions, manage returns, clarify queries, even make any alterations in their orders.
That said, in today’s digital world, customers want anything to be quick, day and night. And it’s almost impossible for you or the customer service team to cater to them all day long 24/7, right?
That’s why you need customer service videos.
The importance of customer service videos for dropshipping businesses
Do you know that more than 56% of customers decide to leave and quit a brand because they get such a poor customer service experience?
Here are some other staggering stats:
Today’s customers are only getting busier. They want a quick and timely resolution to their issues - and preferably in a handy, easy-to-digest format.
Calling the customer service team might be hard work for some. Let alone sending emails and waiting for the response for days.
This is where customer service videos come in handy.
From managing product delay to informing that a product is out of stock, customer service videos help make the resolution process faster and simpler for your dropshipping business. Not to mention that you can now create your own customer service videos using video tools out there.
That’s not all, though. Below you will find some advantages of using customer service videos for your dropshipping business.
5 reasons to use customer service videos for your business
1. Accessible 24/7
Customer service videos can cater to your customers, answering their questions and helping them solve their issues anytime and anywhere. Through videos, your customers can understand clearly how they can return their orders even when they are in a subway.
In other words, this format is highly accessible to anyone (with an internet connection) - regardless if it’s 2 a.m. or if 100 other people also need similar questions answered at the same time.
You can also share the video to your website, social media profiles, and any other digital platforms to help your customers help themselves.
2. Easy to retain
Customer service videos can explain huge quantities of information in very little time.
You might write hundreds of words to explain the return policy for your customers, and the written descriptions of each step might still not be clear to them - they could even get overwhelmed from all that bulky plain text.
In this case, customer service videos combine both visual and audio elements to give your customers clear information with a step-by-step guide to help them solve their dropshipping issues.
It should come as no surprise that people tend to retain 95% of the message when they absorb it through a video - as compared to only 10% if reading it in text.
3. Enhance the customer satisfaction
Let’s say a customer trusted your business, decided to use your dropshipping service, but when they had an issue in the process you weren’t there for them. That is more than enough motivation for them to find an alternative.
Remember, attracting more customers is one thing, making them loyal is another. Since customer service videos can be accessed 24/7 and convey information better, it means it’s also a powerful tool to enhance customer satisfaction.
Customer videos allow you to put human emotions that answer customers’ questions effectively so they don’t sound and feel like a robot. You can also provide information in any language using subtitles so you can cater to broader audiences, which is quite crucial especially if you’re doing the dropshipping business internationally.
That’s how you can use customer service videos to improve your service solution.
4. Reduce customer service cost
Customer service videos are an essential part of your store’s customer experience because they offer convenience for both parties: you can respond quickly and easily without having to spend time answering phone calls or replying to emails. Meanwhile, the customer gets their questions answered instantly with a few clicks.
You know it’s not economically feasible to overstaff your customer service team. And you can say that customer service videos offer you a cost-effective way to solve any issues regarding your dropshipping business.
Not only that, though. Customer service videos also help you to boost the customer service team productivity. They no longer have to deal with the same basic and common issues or complaints. The video can help them solve it. Instead, they can focus on more important tasks.
5. Make your business stand out
Since the dropshipping business is quite handy to get started on, it has now become a crowded market. This means that you can easily get lost when you do not differentiate yourself from your competitors.
Customer service videos can do so much more than simplify your customer service and deliver quick support. It also allows you to set your dropshipping business apart from the competition.
While many of your competitors still rely on phone calls, chats, instant messaging, or old-school emails, you are one step ahead of them with engaging and informative customer service videos.
Customer service videos for dropshipping businesses: the best practices
The best customer service videos aren’t those ones that are filmed using fancy equipment and are available in 4K. But, great customer service videos should build individual connections between your customers and the customer service team, making them (the customers) feel heard and cared for.
Just like any other strategy, your customer service videos need to be properly planned and executed. Getting them wrong can be more hindering to your dropshipping business rather than profiting. It can also harm your reputation and scare away your customers.
So, to make sure that you create high-impact customer service videos for your dropshipping business, consider doing the following below.
Keep it short and concise
Even though customer service videos can help you convey information better, it doesn't mean that you have to tell customers everything and make 10-minute long videos for a single solution. Any long marketing videos tend to be boring.
Your customers like to watch customer service videos because the format allows them to understand the messages better and faster. So, make sure you keep it short and concise so you don't overwhelm them. It's crucial to avoid any fluff and jargon that might confuse your customers.
The best way to do this is to put yourself in your customers' shoes. Then, ask yourself, "what do I actually need to know to solve any issues with this dropshipping service?"
Use conversational tone
The beauty of customer service is that you can use the language and tone that match your customers. So, even when you do not talk 1:1 in real-time, you can still create meaningful interaction with your customers that can lead to more personal connections.
The key here is to use a conversational tone.
Make sure you create a video script that isn’t too formal and sounds robotic. Talk to your customers on the video just like you would talk to them on the phone. Keep the tone casual so your explanation or instruction can be much easier to follow and customers can also feel comfortable while retaining it.
If you have a complicated process, such as the return process or refund process and you struggle to get it on the real-life camera, you can use animation.
Animation can help you illustrate complex topics into snackable chunks so it would be much easier for your customers to understand and retain them.
Here’s an example of an animated return policy process from Walmart to inspire you how animated customer service should look like:
Add on-screen captions
By adding captions and putting them on screen, you're making your service solution more accessible to the people who have hard of hearing, non-native speakers, or those who are currently in public places - they can still watch and understand it even when they mute the video.
Remember that good customer service videos should be highly accessible for anyone, anywhere, at any time. So, writing what you speak on the video is essential. Also, adding captions make your customers want to watch and read at the same time, helping them to understand the information even better.
When seeking to improve your dropshipping business reputation, start with excellent customer service. Great customer service leads to happy, satisfied customers who do not only tend to become loyal but also talk about your dropshipping service with others. In this case, customer service videos provide you an easy, cost-effective way to improve your customer service performance.
A well-crafted customer service video keeps your customers happy by providing them with a relevant service solution that accommodates their needs on their schedule. With those reasons and best practices mentioned above, you now understand why you should serve your customers with engaging customer service videos to make them stick around.
This is a guest post by Andre Oentoro.
Andre Oentoro is the founder of Breadnbeyond, an award-winning explainer video company. He helps businesses increase conversion rates, close more sales, and get positive ROI from explainer videos (in that order).