Customer support is more complex now than ever because of the multiple channels users rely upon on. It’s difficult to predict which channel your end user will go to for help. It could be Google, your self-service portal, the product community, product on-line help or even social media like Facebook. If all these options fail, your customer might finally opt to call your support agents. And we all know how time consuming and resource intensive support calls are for both the user and the vendor.
Video-based content is helping to make things easier, but critical concerns remain. Videos can be difficult to create and the end user is forced to fast-forward and reverse through them to find the desired information.
What do users need? The ability to quickly discover precise locations within the video content from multiple channels. They also need the ability to consume help content non-sequentially and want to interact with Support “in context” of the help content.
Search on google (with automated SEO)Search on help.kpoint.comSearch inside a kapsule
What do vendors need? The ability to easily create video-content for help, distribute it to many destinations from a single source, and make it searchable, as well as discoverable.
kPoint provides the tools to fully address these needs! This is accomplished by exposing the insides of your video mash-up to search engines. Through kPoint integration with self-service portals or communities, users discover the right videos, reach the exact point of interest inside the video in a single click, and interact with the community in the context of that point.
Better yet, users can be enabled users to create short videos using your kPoint self-service cloud to explain an issue or assist help other customers.