Want me to send you a 5 minute website critique? Let me know in the comments! Case 3: Best practices and common mistakes There’s a better personal connection when I look like a part of the video instead of a thumbnail. I also prefer for my face to be a bigger part of the recording in this type of video. The reason I like Soapbox here instead of Loom (because let’s be honest, Loom works fine for this too) is because of the straightforward simplicity of the app both for the advisor and the customer. It also clears out a lot of the extra functionality of comments and sharing that Loom has. You’ll hear more about Wistia in the next case, but Soapbox is another screencasting service that makes the recording video much larger and clearer. We’ll often receive emails from customers asking for a quick overview of their website– like a 5 minute makeover! Loom can work really well for this also, but I do like using a different tool for this, Soapbox by Wistia. Sign up for CloudApp Case 2: Reviewing customer websites But I do consider CloudApp to be an essential part of my success toolkit. I can grab screenshots, annotate, screen record, and create gifs for customers all in one.Ī customer could also comment on any file created, but I do miss the timestamped comments from Loom. It’s one of my favorite new tools of 2017 (for me). I’ve also used it to further clarify something in the video that I said!Īnother tool I’ll use in these instances is CloudApp. This makes it really easy to have context on what specifically the customer needs more help on. They’ve recently released emoji reactions in the timeline for even faster feedback. So let’s say the customer needs to clarify something on the video, they can simply pause the video and the “Add Comment” section will automatically add the timestamp. The reason we use Loom over many other screencasting services is because it allows timestamped comments on the video! We’ve all written long emails explaining how something works or the steps to troubleshoot an issue, but even an exceptional email is still missing visual cues that help the customer.įor these questions we use a service called Loom, a Chrome extension that makes it easy to record your screen and share with customers. #Cloudapp vs loom softwareWhen you’re dealing with a software service like ConvertKit, especially one that integrates with many other services (like WordPress), you’re dealing with a lot of moving parts. Case 1: Explaining complicated support questions So read through these give examples and see if you can start applying one or two of them to your business. And that's okay! We just want to help you to start thinking out of the box when it comes to your customer support. Not every single case study we mention today will fit for you and your business. There are a myriad of ways you can use video to serve your customers of all types, and in this article I’ll share how we use video in five distinct customer cases to help them succeed. That’s why we’re so intentional about our visuals, working in public, and mastering video with our customers. At ConvertKit, we believe that it’s just as important to show as it is to tell.
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