FAQ Videos: improve your customer experience
As customer expectations continually increase and competition grows stronger, one of the challenges for each brand is to know how to build customer satisfaction and loyalty. Before, during and after a purchase, they need to be able to count on your company to provide all the information needed and respond to their questions instantly. To reach this objective, a brand can use new methods to improve this customer relationship, like an FAQ video (Frequently Asked Questions video) or a customer support video. An FAQ video is one video or a series of videos that answer questions that customers or prospects often ask on your brand or your products and services. This type of content is especially recommended for very technical sectors or those with innovative products. This concept is similar to traditional FAQs, but is more modern and better responds to today’s expectations. They can replace or expand on written FAQs. Offering a variety of content for customer relations helps expand its reach (video SEO on Google or YouTube, sharing on social media, customised emails, etc.).
Supporting customers throughout the customer journey
An FAQ video helps people understand and feel connected to an offer, product or service. By making this type of page available to prospects and customers, you provide valuable help throughout the customer journey. Customers often have questions before, during and/or after. An FAQ video helps you to get your name out by responding to questions from internet users, encourage prospects to make a purchase by providing reassurance, provide customer service and build customer loyalty. Investing time in creating videos for your FAQs is a good way to save money in the long run.
Listening to and valuing customers without overloading customer service
Positioning yourself as a brand that responds to the questions of your target audience is a key factor in making your company stand out from the competition. Paying attention is the best method for attracting and keeping customers. Your FAQs videos should regularly be updated with new questions that people ask. This will reduce the workload for your customer service department while keeping an authentic, human touch. Using Pitchy, online video editing software, you can produce many professional-quality videos without technical knowledge to improve your customer relationships.
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- Determine the purpose and the audience of your infographics
- Write the script
- Collect all the data you will need
- Create a first image version of your infographics
- Start using the web video editor to make infographic videos
- Set the objectives
- Think about your messages
- Know your audience
- Anticipate the distribution
- Set a duration
- Speaking to the camera or voice-over
Emmanuelle Leduc, Head of Project Contributions and Deployment at BNP Paribas 
Olivier Pottier, Head of Education at Orange 
Delphine Gloux, Project Manager & Designer / Innovation Lab at IT-CE - Complete demo
- Examples of customer video creations
- Offers and prices
