Improving CSAT (Customer Satisfaction) Score With Video

To survive in today’s competitive world, you have to be a step ahead of others in the market. To be a leading company in the market, you need the support of the customers. The customer happiness index can make or break a company. Improving the CSAT score is very important for any business, be it service-based or product-based, because it gives information about what is lacking and where there is room for improvement. Your best bet is to make your customer feel delighted. A high CSAT score indicates that customers are satisfied with your service or product. There is a lot of significance to using videos for improving CSAT scores.

What Is CSAT Score?

Customer Satisfaction Score (CSAT) is a method of determining customer satisfaction in any business or service. It is a commonly used method by organizations and business companies to indicate the customer’s happiness with a particular interaction. It also indicates the customer’s loyalty and experience with the brand and the services provided. The Customer Satisfaction Score is calculated as the sum of all positive responses, divided by the total responses collected, and multiplied by 100.

Role of Video To Improve CSAT Score

The quick way to increase CSAT score is to solve the problem of customers. When you interact with customers and solve the issues your CSAT score automatically increases. The most efficient way to improve customer satisfaction is by using a video.

According to psychology research,the human brain can process videos 60,000 times faster than a text. This is an efficient way of showing customers how to do and what to do rather than explaining them in paragraphs of plain and complicated texts. Videos hold attention more than texts.

Videos are really useful for preventing customers from misreading any information. Customers do not have to wait and waste time reading when they can easily watch a video. As the human mind stores 95% of the data that is visually captured, the role of a video in improving customer satisfaction scores seems significant.

Here are some use cases for using videos to solve customer support problems:

Solving Customer Tickets With Video

Consider this: if a customer contacts you with a question, including video in your response will allow them to see that the problem has been resolved so they can repeat the process. According to a survey, 98% of customers were pleased when they received a personalized video response to a support ticket indicating that the problem had been resolved and that they could repeat the process.

In addition to increasing customer satisfaction, using videos during customer interactions reduces query resolution times. In other words, 40% of support tickets that were responded to by video were one-time responses, which greatly lowered the customer and support agent interaction time.

Resolution Videos on Support Pages

Adding a video consisting of customer problems and solutions to your documentation and support pages lets your customers solve their problems just by watching a simple video rather than reading lengthy text. It saves their eyesight as well as valuable time.

Why is Improving CSAT Score crucial? 

Following up on the CSAT score gives info about the customer mentality about the company, which helps to raise your business standard.A regular tracking of CSAT score, 

• Upgrades the customer experiences 
• Build loyalty between the customer and company 
• Provides analytical data of marketing, sales,production
• Encounter the expectations of the customers 
• Detects flaws in products and services
• Overall review of operations of the company 

The CSAT survey gives uncomplicated knowledge of customer experience. When only a few customers abandon a brand, it has little impact; however, if the churn rate continues to rise, it may become serious. As the long-lasting way to grow a business is to increase customers and create loyalty, making them use the brand’s products for a long time with satisfaction is necessary.

To stop the churn rate, identify the unsatisfied customers and make solutions to the problem, which automatically create trust and loyalty. It is difficult to name the price based on customer satisfaction, but imagine the problem that a company faces with dissatisfied customers. According to research,

• 32% of customers continue with the same brand because of good experience. 
• 22% of customers have not reverted the purchase because of good customer experience. 
• 49% of customers would continue to do business after one good experience. 

The above data is valid enough to show the importance of customer satisfaction. It costs five times less to retain a customer than to acquire a new one, so keep your customers satisfied.

Pros & Cons of CSAT Feedback

Pros

CSAT analysis is very easy; it is all done at the push of a button. It has huge feedback rates when the UI is direct and understandable for the customer. It can be used periodically and is very easy to get feedback from customers. It is a great way to get suggestions for improving your products and services. Good CSAT improves customer retention and loyalty rates.

Cons

The CSAT score only gives a quantitative analysis. It does not give a qualitative analysis. Without knowing the full content of the problem, it is hard to come up with solutions and keep the customer happy and satisfied. There is another way of dealing with the problem: by introducing follow-up questions, which still produce lengthy sequences of questions. The customer may easily get irritated. Customers are rarely given the opportunity to ask open-ended questions in CSAT surveys. They are questions with options like “Yes or No” or “Very Good to Very Bad.”

Conclusion 

Measuring the customer satisfaction score is a good way to understand your customers’ feelings. It gives you a brief idea about the overall satisfaction score for products or services being offered to customers. Adding solution videos to customer support pages can really help to improve the overall customer experience and CSAT score.

FAQs