Published: November 26, 2013 | Comments
Recently cable giant Charter Communications launched a website featuring Customer Service Tips videos, which include anything from what a Charter App is to how to self-install Charter TV. The idea behind the self-service videos is that customers can get help without calling in to Charter; they can go online and search what they need, then get video instruction for their specific problem. There are over 70 videos on the Charter Video Tips website—this is an ambitious launch into the self-serve customer experience, a growing trend in many industries. Is it going to work? Let’s dive in to the Pros and Cons of the ideal:
So what can we conclude from the launch of a cable giant’s self-service video module? While there are pros and cons, there are specific customers this type of service will help. And anytime there is the notion of being able to help even one more customer, most companies would call that initiative a success. Plus, understanding that the more calls come in, the more documentation the customer agents take, the more videos will be made to help customers with their frequently asked questions.