May 15th, 2012
We’ve been helping businesses send videos by email since 2005 and what never ceases to amaze me is the range of applications our software has. We have an independent sales rep using it to close six-figure deals and a hospital administrator who uses it to communicate with a large staff.
But at a high level, the basic issues being resolved are often more similar than you’d think. The feelings causing your customers to hesitate are likely similar to the issues our power-users now resolve with Covideo on a regular basis. A great manager once asked his team, “What pain is the customer in? We must know the answer to that question before we truly know our mission.”
Two basic types of problems a video email service can help solve for a small business are mistrust and confusion. I’ll give some real-life examples of how our customers are using Covideo to both build trust and eliminate confusion, keeping them way ahead of their competitors.
Mistrust happens every time I try to buy a gift online for a family member using a site that looks outdated. I’m well aware of the Better Business Bureau statistics that say the risk of identity theft is far greater in my paper trash than my online transactions….and as an website owner I know that 128 bit encryption is even undecipherable by the NSA, but still I’ll take a deep breath before clicking the “Submit Order” button on that jewelry site for Mom’s birthday.
We have a customer that solves this problem brilliantly with video email communications that only their customers can see. They are a software company who regularly resolve complex issues with a ticket system. Anyone who has used ticket systems has been conditioned to accept robotic responses from a tech team that is probably thousands of miles away.
So imagine the surprise felt by new users of this software when the response email is a video saying, “Hi, this is Rob. I’ve had a chance to look at your technical issues and have come up with a solution for you. Please click the link below to see my response.” Our client wisely records a personalized generic video statement like this from each technical team member when they come on staff. I’ve honestly never asked their rate of angry customer emails, but I have to think it’s pretty low. If someone goes on camera, says their name and what they’re up to, you trust them more.
Confusion happens in corporate America everyday whenever two high-salary managers try to solve the same business problem without ever talking to each other. Because people are people, often a conversation behind closed doors where ideas are combined must happen before good stuff gets done. I see this happen all the time.
To solve the problem of confusion, I can point to a customer who does high-end interior design. Projects like these require several specialists working on the same room, but not always at the same time. So what does our client do when a miscalculated stud placement won’t allow the nouveau metal wall sculpture to be hung as planned? She uses her Smartphone to record a quick video of the problem, posts it to a private, secure Covideo web page that can only be viewed by contractors working on the project, then emails that video to her carpenter saying “Here’s the problem we’re experiencing. Any ideas?” Voila! Solution on the way.
Macroeconomists often like to point to the paradox between a global population that is growing and natural resources that are dwindling. I’d like to think that improved communications within that growing population will tip the see saw in a positive direction when it comes to managing those natural resources. Covideo is the kind of product that can make that happen and we’re proud to be a part of it. Try our video email software today.
Jason Price is the president and co-founder of www.covideo.com. Covideo provides video email software that helps companies build relationships quickly and reinforce their brands more effectively with easy-to-make video emails that truly communicate. firstname.lastname@example.org.