Vidyard makes customer support personal again
June 20, 2020

Vidyard makes customer support personal again

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

Overall Satisfaction with Vidyard

We use Vidyard several times a week, if not daily. Primarily in Customer Support. When clients ask a support question, we could send them to a generic video library that sort of answers their question, but instead, we create a super quick custom Vidyard video specifically answering their question/concern. It only takes a couple of minutes, it's really faster than finding a help file. We speak directly to the client in the audio and show the software screen responding to their specific need. Our clients tell us they love the personal touch they get from these quick videos.
  • So easy to use with the Chrome add-in.
  • View tracks tell me if/when clients are utilizing the responses.
  • Customized template for client screen when viewing the video.
  • Affordable.
  • Editing tools are limited but not that big of an issue.
  • Haven't completed a detailed ROI but I believe it has a direct impact on customer satisfaction and retention, the notifications are great— a high-level usage dashboard might be helpful in creating a more concrete ROI.
Not sure that I've used any integrations, we just use the Chrome add-in.
Only ever had one or two questions and they were cleared up immediately.
I recommend it all the time. I tell every small business person I come in contact with about it, and many clients, after receiving the videos, have asked how we create them so quickly.