How to Use YouTube for Customer Support

One of the cool things about my work is that my clients are often giving me cool stuff. I’ve gotten gift cards, shopping sprees, T-shirts, chef-quality knives, toys for my kids and loads of food.

By far, one of the best gifts I ever received from a client was a steam carpet cleaner from Bissell. I use my steam cleaner regularly to keep my home in tip-top shape. Some time after receiving my Bissell steam cleaner, I had to change the belt. I didn’t want to call the Customer Care line for fear of looking like an idiot in front of my client. I know they wouldn’t have made me feel silly, but I wanted to maintain a sense of creditability with them. LOL! My husband was at work and I needed to clean the carpet before a dinner party. So I was on my own.

I went to Bissell’s website in search of instructions for replacing a belt. Much to my surprise, Bissell had a “how-to” video for replacing a brush belt right there on the website. The short video was clear and easy to follow and within a couple of minutes, I had replaced my belt! Ecstatic, I called my client to compliment them on such a great form of customer support. That was 7 years ago. An online how-to video was very unique back then.

From that point on, I’ve been encouraging my clients to use online video, specifically YouTube, as a customer support channel for customers. All day, every day, customers are going online to forums, company websites, Twitter, and YouTube for help. Why not meet them where they are and pleasantly surprise them with support?

One of the best examples of YouTube Customer Support I’ve seen is the Lowe’s YouTube Channel. Lowe’s has over 400 how-to videos on everything from how to install lighting under your kitchen cabinets to how to install a hardwood floor. Consumers can get instruction and inspiration from Lowe’s YouTube channel. Without question, the channel is both building and strengthening customer loyalty.

Here are 3 of my favorite YouTube Channels for Customer Support:

www.YouTube.com/lowes

www.youtube.com/user/sonyericssonsupport

www.youtube.com/user/KraftCookingSchool

The Bottom Line: Include online video customer support via YouTube. You’ll offer a more convenient support to your customers, surprise and delight customers and save money in the process.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

2 thoughts on “How to Use YouTube for Customer Support

  1. I had a pertinent question as to why my efforts to compliment the artiste Albert Redwine aka UltraDemon & @ShowYouSuck in a format consisting of VEFY MUCH Complimentary MOONS & STARS & heARTs was Deemed UNACCEPTABLE or Negative in such a way. that my MOST favourable comments were removed AND without EVEN the Simplest explanation:( This TROUBLES me GREATLY and I am EVER Hope*full U-Tube will address my heART*feldt SADNESS, SORROW and CONCERN 😦
    Thanking You in Advance :: a HUGE FAN of One I shared a hOMe with and a DEEP friendship for OVER 4 yrs :: circa:: 1998-2001<3. You see I still do not know what I did to violate any u-tube policies BY leaving a compliment on the aforementioned video and hope you will b able to give me an explanation <3. ThankYou for your tyme and consideration in reviewing the Video :: Automatic by UltraDemon aka Albert Redwine and @Show You Suck <3. ThankYou Once More! !<3

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