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class="title-article">How video can improve your customer support experience</h1><p class="article-subhead">Adding video to your support process can provide a more efficient and effective way to communicate, leading to quicker issue resolution, higher customer satisfaction, and a more streamlined support process. Explore the benefits of incorporating video into your support process, and provide tips on how to implement video support in your business.</p></div><img src="https://cdn.prod.website-files.com/620248946ab145259f7185af/64467bb897fbca67a06bc264_how-video-can-improve-your-customer-support-experience.png" loading="lazy" alt="" sizes="(max-width: 479px) 87vw, (max-width: 767px) 92vw, (max-width: 991px) 96vw, 808px" srcset="https://cdn.prod.website-files.com/620248946ab145259f7185af/64467bb897fbca67a06bc264_how-video-can-improve-your-customer-support-experience-p-500.png 500w, https://cdn.prod.website-files.com/620248946ab145259f7185af/64467bb897fbca67a06bc264_how-video-can-improve-your-customer-support-experience-p-800.png 800w, https://cdn.prod.website-files.com/620248946ab145259f7185af/64467bb897fbca67a06bc264_how-video-can-improve-your-customer-support-experience.png 1096w" class="main-image-article"/></div><div class="article-wrapper w-richtext"><p>When it comes to customer support, there are few things more frustrating than exchanging a dozen emails or messages to solve a single problem. That's why adding video to your support process can be a game-changer. Not only does video provide a more efficient and effective way to communicate, but it also leads to higher customer satisfaction and more streamlined support processes.</p><h2>Conveying complex issues with video</h2><p>One of the biggest advantages of using video in customer support is the ability to quickly and accurately convey complex issues. For example, if a customer is experiencing a technical issue with a product, a video can be used to show the problem in action, making it easier for the support team to diagnose the issue and provide an appropriate solution. This leads to a better understanding of the problem and can reduce the back-and-forth between the customer and support team.</p><p>Moreover, the use of video can help to speed up the support process. Instead of exchanging multiple emails or messages, a video can often provide a quicker resolution of the issue, leading to a more efficient support process. This, in turn, leads to higher productivity for the support team and a more satisfying experience for the customer.</p><h2>Enhancing customer satisfaction with video</h2><p>Adding video to your support process can also lead to higher customer satisfaction. By providing a more personalized and efficient support experience, customers are more likely to feel valued and taken care of. This can lead to increased customer loyalty and positive word-of-mouth recommendations.</p><p>In addition, video can help to streamline support processes, making them more efficient and effective. By providing a visual representation of the problem or issue, video can help to reduce misunderstandings and ensure that the support team is working on the correct problem. This leads to higher team efficiency and a more effective support process overall.</p><h2>Devialet's use case</h2><p>When a customer requests a repair quote for a Devialet product, the support team asks the customer to take several photos or videos of the defective product to help identify the problem. By utilizing video, Devialet's support team is able to quickly diagnose and resolve issues, leading to a more efficient and satisfying support experience for both the customer and support team.</p><blockquote>“Before using SnapCall Assist, we would often exchange multiple emails or messages with our customers to solve their problems. With SnapCall Assist, we're able to quickly identify issues by asking customers to take photos or videos of their defective product.”</blockquote><h6>— Sébastien Faure, Head of Customer Service & Support at Devialet</h6><p>Adding video to your customer support process can provide a variety of benefits, including quicker issue resolution, higher customer satisfaction, and a more streamlined support process. By incorporating video into your support process, you can improve the efficiency and effectiveness of your support team, leading to better customer experiences and stronger customer relationships.</p><div class="w-embed"><div id="w-node-_7c419fad-82fe-0037-c05c-8ac88de445d4-2f24f1d7" data-w-id="7c419fad-82fe-0037-c05c-8ac88de445d4" data-wf-id="["7c419fad-82fe-0037-c05c-8ac88de445d4"]" class="blog-cta_wrapper"> <div data-w-id="4955d74e-1dc5-8fee-0e96-b5c6d9ddd1b6" data-wf-id="["4955d74e-1dc5-8fee-0e96-b5c6d9ddd1b6"]" class="w-layout-grid blog-cta_component wf-grid"> <div id="w-node-_6a5e4bcf-1bc8-32e0-8cf2-75200de80ae7-2f24f1d7" data-w-id="6a5e4bcf-1bc8-32e0-8cf2-75200de80ae7" data-wf-id="["6a5e4bcf-1bc8-32e0-8cf2-75200de80ae7"]" class="blog-cta_image-wrapper"></div> <div id="w-node-_638945ad-b3a2-3414-e982-4d21aa15a0e4-2f24f1d7" data-w-id="638945ad-b3a2-3414-e982-4d21aa15a0e4" data-wf-id="["638945ad-b3a2-3414-e982-4d21aa15a0e4"]" class="blog-cta_copy-wrapper"> <div 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<div data-w-id="80c0afd4-d460-9144-0c1e-348c6567ce3a" data-wf-id="["80c0afd4-d460-9144-0c1e-348c6567ce3a"]" class="text-medium is-gray700">Are you tired of lengthy support ticket resolutions and frustrated customers? Introducing SnapCall Assist, the innovative customer support solution that can revolutionize your customer support experience.</div> </div> <div data-w-id="f0f5eedf-47ab-445a-801c-9d2a57aa47d4" data-wf-id="["f0f5eedf-47ab-445a-801c-9d2a57aa47d4"]" class="blog-cta_copy-button"> <a data-w-id="a6e873b0-f5e6-06c6-ecad-4fe4a098ee92" data-wf-id="["a6e873b0-f5e6-06c6-ecad-4fe4a098ee92"]" href="/product-tour" target="_blank" class="button-large is-blank w-inline-block"> <div data-w-id="a6e873b0-f5e6-06c6-ecad-4fe4a098ee93" data-wf-id="["a6e873b0-f5e6-06c6-ecad-4fe4a098ee93"]">Start a demo</div> <div data-w-id="a6e873b0-f5e6-06c6-ecad-4fe4a098ee95" data-wf-id="["a6e873b0-f5e6-06c6-ecad-4fe4a098ee95"]" class="icon-1x1 w-embed"> <svg fill="none" height="18" width="18" xmlns="http://www.w3.org/2000/svg"> <path d="M3.75 9h10.5m0 0L9 3.75M14.25 9 9 14.25" stroke-width="1.5" stroke-linejoin="round" stroke-linecap="round" stroke="currentColor"></path> </svg> </div> </a> </div> </div> </div> </div></div><p>SnapCall Assist is one product that offers the ability to add video to your support process. With its features that allow for AI-generated summaries, help center article suggestions, and seamless transitions to live video calls with support agents, SnapCall Assist can help to provide a more efficient and satisfying support experience for both customers and support teams. Try <a href="https://www.snapcall.io/assist" target="_blank">SnapCall Assist</a> today and see how it can improve your support process.</p><p>‍</p></div><div class="bottom-article-wrapper"><div class="space-xlarge w-condition-invisible"></div><div class="avaibility w-condition-invisible"><h3 class="heading-tiny mb-6">Availability</h3><p class="text-small w-dyn-bind-empty"></p></div><div class="about-snapcall w-condition-invisible"><h3 class="heading-tiny mb-6">About SnapCall</h3><p class="text-small">SnapCall is revolutionizing the way businesses interact with their customers. Our suite of products offer a seamless and personalized customer experience. With SnapCall Assist, customers and support teams can easily share photo and videos to explain problems and provide solutions. SnapCall Booking allows for scheduling calls with clients and experts without the need for external conference services. And SnapCall Instant offers audio and video calls with integrated CRM platforms for easy access to customer information.</p></div><div class="about-partner w-condition-invisible"><div class="about-partner-flex"><h3 class="heading-tiny mb-6">About</h3><h3 class="heading-tiny mb-6 w-dyn-bind-empty"></h3></div><p class="text-small w-dyn-bind-empty"></p></div><div class="space-large w-condition-invisible"></div><div class="presss-contact w-condition-invisible"><div class="space-xlarge"></div><h3 class="heading-medium mb-24">Press Contacts</h3><div class="w-layout-grid press-contact-grid"><div class="press-contact-people"><h3 class="heading-small">Lily Berlioz-Latour</h3><div class="text-14 mb-12">SnapCall</div><div class="text-14 medium"><a href="mailto:hello@snapcall.io" class="email-link">lily@snapcall.io</a></div></div><div class="press-contact-people"><h3 class="heading-small">SnapCall Media</h3><div class="text-14 mb-12">SnapCall</div><div class="text-14 medium"><a href="mailto:hello@snapcall.io?subject=Media%20relationship" class="email-link">media@snapcall.io</a></div></div></div></div></div><div class="latest-news"><div class="space-xlarge"></div><h3 class="heading-medium">Latest News</h3><div class="space-small"></div><div class="w-dyn-list"><div role="list" class="collection-article-list article-grid-2 w-dyn-items"><div role="listitem" class="article-tile_wrapper tile-10-radius w-dyn-item"><a href="/inside/why-snapcall-is-the-best-video-support-platform" target="_blank" class="article-tile_content justify-start article-link w-inline-block"><div style="background-image:url("https://cdn.prod.website-files.com/620248946ab145259f7185af/66e3f78ad787f2965496b89f_Customer%20Support%20Challenges%20(1).png")" class="article-tile_header article-thumb"></div><div class="tile-related-courses"><h3 class="heading-small mb-12">Why SnapCall is the Best Video Support Platform</h3><p class="text-small is-gray700">Looking for a video support platform that can take your customer service to the next level? 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