How to Use Loom for Customer Support with a Personal Touch

In the age of instant gratification, customer support expectations have never been higher. A staggering 90% of customers rate an "immediate" response as essential or very important when they have a support question, according to a HubSpot Research report.

But in a digital-first world, how can companies provide fast, personalized support at scale? More support leaders are turning to asynchronous video messaging tools like Loom to power up their support experience. With Loom, reps can record their screen, voice, and face to create instantly shareable videos that guide customers to resolution in a friendly, efficient way.

In this post, we‘ll dive into how to use Loom to transform your customer support, complete with examples, data, and actionable tips you can implement today. Let‘s roll!

What is Loom?

Loom is an asynchronous video messaging tool that enables users to record quick videos of their screen, webcam, or both. Support reps can use Loom to walk customers through a solution, answer a question, or provide a personalized update – no scheduling required.

Here‘s how it works:

1. Download the Loom desktop app or chrome extension
2. Click the Loom icon and select your recording options (screen, cam, or both)
3. Hit record and capture your message
4. Share the automatically generated link anywhere or embed the video

The beauty of Loom is that it‘s asynchronous, meaning the rep and customer don‘t need to be present at the same time. Customers can watch the video on their own time, rewinding or fast-forwarding as needed. And reps can record Looms in between live conversations to maximize efficiency.

Loom has seen explosive growth in the past few years as more companies embrace video. The company reported over 14 million users across 200,000 companies in 2021, up from 4 million users in 2020. According to Loom‘s 2022 State of Video Report, 78% of people say they‘re more likely to watch a video than read an article or website to learn something new.

By enabling reps to create quick, information-rich videos, Loom can have a massive impact on support metrics. Truebill, a personal finance app, saw an 18% reduction in resolution time and a 15% jump in CSAT after rolling out Loom to their customer success team.

How to Use Loom for Customer Support

The applications for Loom in customer support are endless, but here are some of the most common and impactful use cases.

Technical Troubleshooting

When a customer encounters a bug or technical issue, it can be challenging to diagnose the problem through text alone. With Loom, the customer can quickly record their screen to show the issue in action, providing valuable context for the support rep.

Here‘s how the process might work:

1. Customer records a Loom screencast demonstrating the technical issue and sends it to support
2. Support rep reviews the video to understand the problem and potential solutions
3. Rep records a Loom video walking through the resolution steps while highlighting key parts of the UI
4. Rep sends the Loom link back to the customer with a note to reply if they have any other questions

The back-and-forth Loom communication is often faster and clearer than email or chat for complex technical problems. Password manager 1Password found that using Loom for customer support reduced the average number of replies to resolve an issue from 4.2 to 1.7.

Onboarding and Training

Getting started with a new product or service can be overwhelming. A generic help center article or pre-recorded demo video might cover the basics, but a personalized Loom can make a new customer feel truly valued and set up for success.

Here‘s how to create an amazing onboarding Loom:

1. Open with a warm welcome mentioning the customer by name
2. Highlight the key features and workflows the customer will need to get started, sharing your screen to provide context
3. Discuss best practices, tips, or resources for getting the most out of the product
4. Encourage the customer to reply with questions or feedback

Close by sharing the Loom link and inviting them to rewatch or share with team members. A study by Wyzowl found that 69% of people prefer to learn about a product or service by watching a short video, so Loom is perfect for onboarding.

Personalizing Chat Support

Live chat support can be fast and efficient, but sometimes complex topics are better addressed with a quick video. Enter Loom for a more personal, human touch.

When a tricky question comes through on chat, try responding with a quick Loom video recorded on the spot. Hearing a friendly voice and seeing a face puts customers at ease compared to a faceless wall of text.

Skincare brand Curology embeds Loom videos in their chat replies to share personalized product recommendations and routines, complete with before-and-after shots. The results? A whopping 17% increase in customer satisfaction.

Building a Video Knowledge Base

A knowledge base full of help articles is a support staple, but sometimes it‘s easier to show than tell. Enter Loom knowledge base videos to visually answer common customer questions and walk through key processes.

To create a world-class video knowledge base:

1. Identify your most frequently asked questions and high-impact topics
2. Write a brief script for each video covering the key points
3. Record the Loom, combining screen sharing and face cam as appropriate
4. Give each Loom a clear, keyword-rich title and description for discoverability
5. Organize Looms into collections or playlists by theme or product area

Loom‘s viewer insights can help you track which videos are most popular and where viewers are dropping off to inform your content strategy. And by investing in evergreen help content, you‘ll deflect more tickets and empower customers to self-serve.

Training and Enabling Your Support Team

Support teams can use Loom internally to collaborate and level up their skills asynchronously.

New hire onboarding is a perfect use case. Rather than sitting through hours-long live training sessions, reps can learn the ropes at their own pace with on-demand Loom content covering key processes, tools, and best practices.

Loom is also great for peer learning and feedback. Imagine a rep records a Loom walking through a tricky customer conversation and shares it with their team for advice. Colleagues can add time-stamped comments and even reply with a Loom to demonstrate alternative approaches.

Tips for Amazing Support Looms

Now that you‘re inspired to weave Loom into your support strategy, here are some pro tips for recording videos your customers will love.

Keep it Concise

While it‘s tempting to record a 20-minute masterclass diving into every detail, aim to keep your support Looms concise and to-the-point. Anything longer than 3-5 minutes and you‘ll start to lose viewers‘ attention.

Use the Loom editor to trim fluff and dead air. If you‘re covering a complex topic, add chapters so viewers can jump to the relevant section.

Customize Your Loom

Loom makes it easy to inject your brand‘s personality into your videos. Add your company colors and logo under workspace settings for instant brand recognition.

Don‘t neglect the Loom thumbnail! Add a friendly face or branded graphic to entice viewers to click. Airbnb creates custom illustrated thumbnails for their Loom knowledge base content.

Speak with Enthusiasm

The beauty of Loom is the human connection, so don‘t be afraid to let your personality shine. Smile, speak clearly, and convey genuine enthusiasm for helping the customer. A friendly demeanor can go a long way in diffusing tense support situations.

If you‘re camera shy, try jotting down a few bullet points to stay on track or even recording a practice round. Umpqua Bank has their support reps record a 30-second practice Loom before taking live calls to warm up their camera presence.

Provide Clear Next Steps

End each support Loom with clear guidance for what the customer should do next, whether that‘s reading a linked resource, replying back with a specific piece of info, or taking an action in your product. Adding a call-to-action increases the odds that they‘ll take the desired next step.

You can also include links to related content in the video description so customers can continue learning and troubleshooting on their own. Think of Loom as a launchpad for customer success.

The Future of Video-Powered Support

With Loom leading the charge, the future of video-based support is bright. Experts predict that 80% of internet traffic will be video by 2025, and customers increasingly prefer video over text for learning and problem-solving.

Loom‘s product team has an ambitious roadmap for making video support even more seamless and impactful, including:

• AI-powered features like automatic transcription and translation
• Interactive elements like clickable CTAs and questions within videos
• Advanced analytics to measure video engagement and customer sentiment
• Integrations with more support platforms like Zendesk and Help Scout

As the data shows, Loom can have an outsized impact on core support metrics like resolution times, agent efficiency, and CSAT – all while putting a friendly face on your support experience.

Get Started with Loom Today

Ready to bring the power of asynchronous video to your customer support? Getting started with Loom is a breeze.

1. Sign up for a free account at Loom.com (pro tip: Loom offers nonprofit and education discounts!)
2. Download the Loom desktop app for Mac or Windows and/or install the Chrome extension
3. Customize your recording settings and brand assets in Workspace Settings
4. Start recording your first support Loom! Use the share link to send to a customer or grab the embed code to add to your knowledge base

Before you know it, you‘ll be a Loom pro and your customers will be raving about your speedy, personal support.

In a world where customers expect instant, 24/7 help, Loom can be your secret weapon to scale video support with a human touch. So hit record and start delighting your customers, one Loom at a time!