As we talked about on the call, with people asking questions to support, I think providing short to-the-point videos would be really good to add to the support system of FunnelKit.
How it could work
I could scan the ticket inbox or your team could provide me with a list of questions that need answering.
I could make a video that answers this question and the video could then be posted on YouTube and the URL could be added to a Saved Reply into your HelpDesk software.
The benefits of creating videos based on Support Tickets
I think using videos for support has a lot of benefits vs normal text-only replies.
Videos can explain things clearer and faster than through a text-only format
The first benefit is that a lot of people prefer to watch a video to see how the software works as it can be explained faster and people can clearly see where to click etc.
Videos will reduce the number of tickets received and lower support costs
The videos that I could make in response to customers’ support questions will be in a How-to style.
I.e. it’s a video that directly answers 1 specific question.
For example:
- How to connect Bricks Builder to FunnelKit Automations (I just published this blog post on my website here)
Although the path taken to come up with this video might have been:
- The customer sends an email to the inbox asking how to do it
- I create a YouTube video answering this question
The video can now rank for this search-intent keyword “Bricks Builder to FunnelKit”
- In YouTube searches
- In Google and other Search Engines
I have been a customer of many software and I am sure you have, too.
And it’s important to consider that:
As a customer, the place I go to for support is dictated by where I think I can get the answer to my question in the fastest way.
If I think I can get an answer to my question by posting in a Facebook group faster than I can by submitting a support ticket, I will go to Facebook and not the support ticket route.
So with that said…
Imagine where FunnelKit users think and know that they can confidently *most of the time* go to YouTube and search for a question and have a video come up in the FunnelKit YouTube channel answering their question.
If most people feel they can get answers on YouTube faster than sending a support ticket, then that would be great.
It would be a slow process as the video library is built up on YouTube, but eventually, it would be awesome to get to that point I think.
We can use these How-to videos to grow the FunnelKit YouTube channel
Carrying on from the previous point, if people know they can get answers on YouTube faster than writing a support ticket and waiting for a reply, they will more regularly be checking the YouTube channel, learning more about FunnelKit and what they can do with it etc.
The other big benefit of sending people from Ticket -> YouTube video is that they can then subscribe on YouTube and grow the FunnelKit YouTube channel.
We can grow Blog Traffic and increase sales for FunnelKit
I was also thinking…
Let’s say I am constantly creating How-to YouTube videos that answer questions, and over time we end up with 50 of them
We could then look at the Analytics on these 50 videos and for the most viewed videos, we could scale them out and create fully written Blog Posts on FunnelKit.com for the top 5 videos to help rank in Google.
I can write these blog posts myself and from writing on my blog wagepirate.com I have a decent workflow already set up for producing Blog Post content.
It could be a good workflow that could be done at the end of each month and this way, the Blog Posts are based on already-proven topics that have search volume on YouTube.
Also, maybe for videos that run this lifecycle, it could look like this:
- A Support Ticket comes in
- I create a YouTube video answering the question
- Saved Reply in the HelpDesk is updated with the URL to the YouTube video
- End-of-month review, this video has lots of views
- We create a dedicated blog post with written content and embed the YouTube video
- In this Blog Post there could be a newsletter Optin box (I’ll cover the newsletter importance in a later section in the funnel) but if you didn’t want to go the route of a newsletter optin you could funnel people from the blog post to other pages.
- Update Saved Reply to link to the Blog Post and not the YouTube video
I think, as it currently stands, your users are submitting a ticket and then the FunnelKit team reply to the Customer.
The Customer opens up the ticket in Gmail and that’s as far as they get to interact with FunnelKit – they are stuck in Gmail.
I think any way you can use to get the user back to YouTube or a Blog Post on the website would be massively beneficial.
For the Blog Posts, we could link to other Posts and Videos on YouTube to keep the customer engaged with FunnelKit content.
We could even add a newsletter Opt-in form In-post for something that I’ll discuss in one of the upcoming sections in this funnel.