Leverage Private Video in Salesforce Knowledge

One internal organization that is increasingly gaining traction with video is service and support. Enterprises that use video for customer service see a five percent drop in call volume, and 25 to 30 percent more upsell opportunities. Yet support teams continue to face challenges integrating video in their case management processes – whether struggling to coordinate schedules for live screen-sharing, or posting sensitive video files to public sites such as Vimeo and YouTube.

Understanding this need, we make it easy to integrate video into customer support workflows inside Salesforce. This capability helps support teams increase first call resolution using video to capture and share expertise and best practices in every customer service scenario. It’s an extension of uStudio’s integration with Salesforce Service Cloud, which enables agents to embed videos in Knowledge Articles and manage their cases through a unified interface.

By integrating video in Salesforce Knowledge, valuable expertise can be quickly, easily and securely shared with colleagues and partners for cross training, as well as customers for education and service.

Support agents can create and manage their own video libraries within Salesforce, embed videos in Knowledge Articles to share with others, and search and view other Articles they may need. They can also track video views and ratings, and share reports on video efficacy. Predictive analytics can recommend the best videos for specific situations, helping agents close cases faster.

Customers can interact with videos in numerous ways, from downloading a technical document, checklist or diagram, to inserting a marker/comment in a video at a particular time stamp (“this isn’t what I see”), to clicking a button to close their case.

Benefits include:

• Enable expert service staff to generate video knowledge (measure video efficacy so the cream rises to the top)
• Increase first-call resolution rates (show instead of tell customers how to get results)
• Resolve cases without scheduling delays (with on-demand video, staff don’t waste time syncing schedules with busy customers)
• Use videos to cross-train service staff and partners (predictive algorithms built into Knowledge serve up “just-in-time” expertise)
• Track customer use of service instructions (so you know just how much a customer watched)
• Measure the business impact of any video (learn which videos are the most helpful and who is making them)
• Integrate seamlessly with Salesforce Service Cloud and Knowledge Base (get even more from your investment)

Customers and partners can access videos in Articles directly if Salesforce Knowledge is enabled in the customer or partner portal.

Interested in learning more about how uStudio integrates video in Salesforce Knowledge? Click below to request a demo!

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