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Published
Apr 26, 2023
Video for Work
Video Creation
Screen Recorder
TIPS FOR USING VIDEO TO ENHANCE YOUR SUPPORT TEAM
Screencastify Squad
Screencastify
The way we work has changed. More often than not, companies have moved to a
hybrid workspace, with some employees working in offices, while others may be in
any corner of the globe. As well, many organizations have moved to being a fully
remote workforce. Both of these newer, ubiquitous working styles have brought
both challenges and opportunities, and offering technology options that help
employees succeed is critical.
One such technology that is making major inroads and reshaping how employees
work? Asynchronous video.
While asynchronous video is an important tool for every member of your team, we
take a look at how it benefits your support team. Chances are, your support team
works with both internal clients (like your marketing team, your legal team, or
your sales team, for example) as well as external clients. And video allows your
support team to help them do their job faster and more efficiently.
1. DEVELOPING A KNOWLEDGE BASE FOR EXTERNAL USERS
When a client has an issue they need help with, your support team can easily
create, edit, and share demo videos and customer support videos that make it
easy to answer a user’s question. Traditionally these queries may have been
answered via email, with paragraphs of text that frequently went unread or
misread. With an asynchronous video, users can see a clear step-by-step answer
to their question, and can review it as often as necessary, whenever they want.
Related article: See how the Screencastify support team uses video every day!
2. MAKING BUG REPORT SUBMISSIONS MORE COMPREHENSIVE
A Support team undoubtedly spends a chunk of their time handling bug reports.
What is often a lengthy back and forth as clients try to explain the issue, and
where things have gone wrong, is simplified with asynchronous video.
Internal or external clients can submit a video about the bug they’ve
encountered, which makes it easier for the Support team to identify the issue
and strategize how they can fix it. What’s more, when your Support team
collaborates with the Engineering team, asynchronous video can be used as a tool
to help get to the back end of any errors faster.
Videos showing developer consoles that are open while running tests can show
firsthand any errors that crop up, and once they are solved, linked to a bug
card to create a library of documentation that can be used for reference if the
issue comes up again. Without asynchronous video, solutions would rely on a
mountain of screenshots, opening the door to missed opportunities and
overlooking details.
3. GETTING EMPLOYEES UP TO SPEED FASTER
While having new members join your team is great — often a sign of a strong,
growing company, and more hands on deck means more work getting done and moving
the organization forward — it can also be a major disruption. There is the
inevitable learning curve of new team members, and there’s also added stress put
on current team members to help get their new colleagues up to speed.
This is another area where asynchronous video can help your Support team, by
creating a library of videos on different topics, from how-tos to project
feedback, that will help a new employee hit the ground running. And if you put
yourself in the shoes of your newest team member, having a library of videos in
manageable portions to refer back to whenever they need to while getting the lay
of the land is invaluable.
And it’s not just new employees who benefit from asynchronous videos — current
team members will as well. Whether a team member is returning from a much-needed
vacation, and reviewing updates, or managers and team mates are providing
project feedback, asynchronous video allows for more efficient use of a team’s
time, ensuring that employees are kept in-the-know and on top of things.
Related article: Learn how Torro Media uses Screencastify to build video
libraries for employees
IMPROVE YOUR SUPPORT CAPABILITIES WITH ASYNCHRONOUS VIDEO
Using video can enable your support team to be more efficient and improve
communications for internal and external clients. Install Screencastify to see
how it can benefit your organization today!
Screencastify Squad
Screencastify
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