Resolving customer issues has never been simpler!
Updated June 22, 2021

Resolving customer issues has never been simpler!

Anonymous | TrustRadius Reviewer
Score 10 out of 10
Vetted Review
Verified User

Overall Satisfaction with Vidyard

Vidyard has been used by different departments in our organization, including Sales, Customer Success, and Marketing. Our BDRs and AEs use Vidyard to record videos for prospects, while the CSMs use Vidyard to record instructional videos for customers.

It has saved the CS team a significant amount of time in responding to feature-related questions through Vidyard videos, instead of scheduling a call every time a feature needs to be demoed or a platform-related issue needs to be resolved.

Pros

  • Super easy to use.
  • Videos are on the cloud so no need to download.
  • Easily accessible through the Chrome Browser extension.

Cons

  • Embedding videos can make the emails come off as spam.
  • Not enough education on all the features that are available on the platform. Forces me to use basic functionality.
  • Significant time savings on resolving customer issues without having to schedule a screen-share call.
Vidyard is excellent for sending quick video intros to prospects and quick how-to videos for small tasks. It is not suited for recording an entire training or webinar.

Using Vidyard

5 - Sales & Customer Success
N/A
  • Recording prospecting videos
  • Recording instructional videos
  • Answering support questions via videos
  • Responding to support inquiries using videos as it helps our customers visualize the instructions we're giving them.

Vidyard Support

Integrating Vidyard

I've had no problem downloading the Chrome software and using it directly through my browser. However, that is about the extent of functionality I require in order to do my job.

Comments

  • Gillian Wyatt | TrustRadius Reviewer
    Gillian Wyatt
    (Vendor Representative) commented 4 years ago
    Hi there, thank you so much for reviewing Vidyard! We love that you are using Vidyard in all aspects of your business! It's also great great to hear that you are saving your team time, and creating a more effective customer experience by having your CS team respond to tickets via video to cut down on support times! Is your team utilizing our shared libraries option? This ensures that if one CSM creates a video for a common issue, it can be repurposed by anyone else on the team to streamline your process even further! This is something available on paid packages, if this is something you'd be interested in exploring further we'd love to connect with you at concierge@vidyard.com!

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