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Freshdesk and ilos – Support made easier with videos

Written by on January 30, 2016

ilos helps you easily record your screens, store and share them securely. Learn more about how customer support can be easier with John Stokman, Marketing Strategist from ilos.
You know how they say, “A picture is worth a thousand words. Video is worth a million”? Well, it’s true.

Maybe that is why 93% of marketers are using video in their campaigns. Or why video is expected to take up nearly 80% of the web by 2018. But video is much more than a marketing tool. It’s a productivity tool that is made for you communicate processes and answer questions crazy fast, which is why more and more customer support reps and teams are turning to screencasting as a solution for answering customer questions.

Freshdesk recently integrated with ilos, a cloud based screen recorder, right into their application to enhance your support experience even more. We want to walk you through some cool and effective ways of using video that are simple and will save you loads of time.

Now, let’s be clear, video isn’t the solution for everything. I don’t want to forget about screenshots and GIFs so I made up this little graphic that explains when to use what:

Diagram

Screenshots: Sometimes, all it takes to explain something is a still image. These tend to be things that only involve one simple step like, “Click here”.

GIFs: GIFs are screenshots on steroids. As silent moving pictures, they are perfect for processes with about 1-3 steps. Actions such as “Click the red button, and then scroll down”.

Videos: Video is the king if your process is long and simple or short, but technical. You’re going to want to use video for all processes involving 4 or more steps or anything that requires a voice for extra explanation. Things like, “Click the cog, then you will be brought to a landing page. From there go to admin settings and find the toggle bar.”

After seeing thousands of videos and GIFs recorded with ilos by support teams, I wanted to share the 4 use cases we see being the most effective and the most used.

1. Answering Support Tickets Wicked Fast

I think we often forget how much easier it is to show someone how to do something instead of telling them.  For questions that have more than 4 steps, try screen recording the process instead of writing it out or sending 4 screenshots. The visual aid makes following along really easy for the customer, and with the right recorder, it’s even faster for you, the support rep.

Freshdesk-ilos-integration

2. Bug Reporting to the Developers

Do you ever feel like you have to prove to the developers that a bug is happening? Let’s be honest – we all love our developers, but they can be difficult to work with. Sometimes all it takes is a quick source of proof for them to start fixing things. Video makes it crystal clear that something is broken and provides critical information for reproducing a bug.

“Our developers speak a different language from myself, so by using ilos, I can record what the bug is and they can see exactly what I’m on about.” – Samantha O’Hagan, Support Manager, ResDiary.

3. FAQ Page and Help Desk

Because customers are directed so often to FAQ and Help Desk articles, it’s important to make sure we, the creators, are asking the right questions. Are we using the most effective medium to communicate content to our users? Do five of our support articles collect 80% of the traffic? Once we find the articles that customers are flocking to, it’s important to be good hosts at our help desk. Embedding screen recordings and GIFs to knowledge base articles is a great way of doing this (depending on the question, of course). Trello does a good job of this on their “Getting Started” article.

Getting_started_with_Trello_video_demo_-_Trello_Help

4. Live Chat

44% of respondents said that having a live person answer their questions while they were in the middle of an online purchase was one of the most important features a website could offer.

Since Live Chat keeps you in constant contact with customers, sending multiple messages each describing a step required to troubleshoot a problem – will only further aggravate them. We highly recommend using GIFs and videos on Live Chat since they are much easier for customers to consume and follow.


We, at ilos videos, are excited to join the Freshdesk community. Please reach out if you have any questions, feedback, or just someone to talk about the lovely world of video!

And if you use video for support and don’t see your technique listed here, let us know how. We would love to hear your thoughts.

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