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Video Responses: A Secret Key to Customer Engagement

August 26, 2014

By Lavanya Rathnam, Virtual PBX Contributing Writer

Marketing has become all about brand building and customer engagement. And while virtual PBX and VoIP are connecting businesses to their customers today like never before, there are still other ways to reach out to customers that make just as big an impact. Almost every business has a social media presence through which it interacts with customers all the time. The latest strategy has been to use personalized videos to reach out to customers as it is visually more appealing than other media.


There are many benefits that come with using video content for marketing. Firstly, it enhances the visual appeal as customers would prefer to see a short video instead of reading through 300 words of text. This choice comes from the fact that human brains are wired to process images better than text. A study shows that the human brain can process images 60,000 times faster than text. To tap into this ability of the brain, videos are a powerful marketing choice.

Secondly, videos give a hands-on demonstration of a product or service. Such demonstrations help to achieve a higher level of trust between the company and its potential buyers. Moreover, when customers see a video demo, they tend to have a positive image about the product and the company, which means even if they do not purchase the product right away, there is a possibility for them to buy it in the future. This is the goal of every marketing campaign, and videos help to achieve this objective.

One virtual PBX provider is taking the use of video in customer interaction to the next level to underscore its belief in putting customers first. Nextiva creates and posts personalized videos in response to customer feedback and, while the videos are very brief (each lasting around 10 to 20 seconds), the impact is great. Users who receive response videos often share them with their own social media circles, which generates increased awareness of Nextiva while at the same time encouraging customer loyalty. Some of Nextiva’s videos are truly creative and they resonate with a personalized touch.

Going forward, it is expected that many such creative channels will be explored to take customer engagement to new levels. 




Edited by Alisen Downey

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