Vidyard GoVideo for Zendesk Humanizes the Customer Support Experience with Video

March 20, 2018

Sandy Pell

Customer support teams can now capture and share personal video messages directly within Zendesk to close tickets faster and deliver a more personal customer experience.

KITCHENER, Ontario – March 20, 2018 – Vidyard, the leading video platform for business, announces Vidyard GoVideo for Zendesk, the newest video-based Zendesk Editor Marketplace app that brings the power of personal video messaging and screen-recording to Zendesk Support. Available at no charge to Zendesk customers, this app is Vidyard’s latest addition to Vidyard for Customer Support, a comprehensive solution that helps Service and Support teams personalize the customer experience, resolve service tickets faster and increase satisfaction through the use of video content.

Vidyard GoVideo makes it fast and easy to record, share and track personalized video messages as an integrated part of the customer support process. Vidyard GoVideo is a Zendesk Editor app, meaning that it is uniquely located along the bottom of the ticket editor window, enabling agents to seamlessly record custom screen captures or webcam videos while composing a response. Once sent, reps receive immediate video viewer notifications so they know when the content has been watched and can update the support ticket accordingly. Reps will understand exactly how much of a video is watched, how often the user hits play, and even what parts of the videos have been re-watched multiple times. Personalized video messages make it easier for support reps to showcase exactly how to resolve an issue and help to build greater trust and satisfaction with customers. Feedback also sends a potential signal to the company that more videos on certain topics may be necessary.

“Today’s customers expect information in a way that is timely, personalized and easily understood, and video is the perfect way to deliver those experiences,” says Michael Litt, Co-Founder and CEO of Vidyard. “With Vidyard GoVideo, we’re making it easy for customer support teams to capture and share personalized video messages that not only help to resolve issues faster, but create a more human and trusted connection with customers.”

Vidyard GoVideo for Zendesk empowers reps to:

• Capture Custom Screen Shares: Record and share custom screen capture videos to showcase exactly how to resolve an issue.
• Record Personal Video Messages: Record and share personal video messages with their webcam to clearly explain their response and connect in a more personal way.
• Create On-Demand Video Content: Create on-demand videos and publish to online knowledge articles with the ability to centrally manage, track and update content.
• Add Interactive Video: Add interactive surveys, links and questionnaires to any video so that customers can self-close tickets and provide timely feedback.
• Track Video Analytics: Track real-time video views, drop-off rates and more to understand which content is the highest in-demand and which videos are solving the most cases.

“Like many businesses, we’re always looking for new ways to humanize and personalize every step of the customer journey. We’ve been using Vidyard across our marketing and sales teams for years, and its changed how those teams connect with customers,” says Ryan O’Hara, Vice President of Growth and Marketing at LeadIQ. “With Vidyard GoVideo, our support team now has the ability to create personalized video recordings on the fly too, while also leveraging existing marketing and support library videos within our video content library. This is going to change everything!”

“By adding Vidyard GoVideo to our Marketplace, we’re empowering agents to easily create personalized video recordings to add to their support experience,” Billy Robins, Director of Technology Alliances at Zendesk. “Customers love that Editor Apps are in the existing workflow for agents and extend Zendesk capabilities with rich solutions like Vidyard, and they’re a great way for customer service teams to extend Zendesk functionality. We appreciate the tool’s ability to send immediate notifications each time someone watches a support video, so agents understand what videos work well to resolve customer questions.”

Vidyard GoVideo for Zendesk further enhances Vidyard’s existing Vidyard for Support solution, designed to help customers resolve cases faster and transform the customer experience using video. Vidyard GoVideo is now available in the Zendesk Apps Marketplace for customers on the Zendesk Team plan or above.

More Information:

• Download the App: https://www.zendesk.com/apps/support/vidyard-govideo-for-zendesk-support/
• Vidyard for Support: /blog/video-customer-support/

About Vidyard
Vidyard is the video platform for business that helps organizations drive more revenue through the use of online video. Going beyond video hosting and management, Vidyard helps businesses drive greater engagement in their video content, track the viewing activities of each individual viewer, and turn those views into action. Global leaders such as Honeywell, Lenovo, LinkedIn, Citibank, and Sharp rely on Vidyard to power their video content strategies and turn viewers into customers.

About Zendesk
Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Approximately 119,000 paid customer accounts in over 160 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in North America, Europe, Asia, Australia, and South America. Learn more at www.zendesk.com.

Media Contact:
Sandy Pell,
Senior Manager, Corporate Communications
Vidyard
press@vidyard.com