The Power of Video in Customer Service

Why personalised video communications should be incorporated into your customer services.

In today’s rapidly evolving world, video communication has become a powerful asset in a house builder’s toolkit. A powerful tool helps customer service teams build strong, long-lasting relationships with customers.

Traditional communication methods like phone calls, emails, and text messages can work well. However, they often lack the personal touch that modern consumers expect. Businesses need innovative tools to enhance their customer experience, stand out from the competition, and ultimately meet their customers’ needs. 

Enter video communication—a powerful tool that helps customer service teams go the extra mile by delivering transparent, personalised support. 

Why Video Matters in Customer Service

Video communication offers a personal connection that traditional communication methods simply can't match. Using Movin's app, customer service teams can easily record videos to build rapport, provide transparency, and offer personalised help to homebuyers. This human touch makes customers feel valued, leading to increased trust, repeat business, and stronger brand loyalty.

Despite this, not all house builders have embraced video yet. In fact, studies show only 28% of companies are using video for their customer services*. However, customer preferences for receiving information have changed. Now, 62% of consumers say they watch video content to learn about a brand or product.*

Why Customers Prefer Video Support

Here are some reasons why customers now prefer video:

Personalisation

Video mimics a real, face-to-face engagement, creating an emotional connection between the customer and the support team. This personal touch increases customer trust in both the brand and the products.

Visual Aids

Customers can often run into technical issues, especially with a large purchase like a new home. Videos allow you to visually walk customers through solutions step-by-step, making it easier to follow instructions. With the ability to save, pause and replay, customers can resolve problems independently and at their own pace and can go back to the video at any time in the future.

Efficiency

Videos are easily digestible. Rather than reading lengthy information packs or emails, customers can watch a short video demonstrating the solution in real time. This speeds up problem resolution and improves customer satisfaction.

Pre-recorded FAQ content can also significantly free up time for the customer service agent. In fact, 66% of video marketers say that video has helped them reduce support queries*. This means you can spend less time and resources on simple FAQs and problem-solving.

The Benefits of Video for Customer Service

We know customers love receiving videos, but how can this benefit your customer care teams?

Increased Customer Satisfaction

Video support can be available 24/7, ensuring customers can access help whenever they need it. Ultimately, satisfied customers are more likely to recommend a business through positive word-of-mouth in their community.

Improved Customer Retention  

Great customer service is known to strengthen brand loyalty. Even when resolving issues, personalised video messages can make customers feel valued, in turn enhancing customer retention by developing deeper relationships.

Quality Control

Businesses can ensure their messaging is aligned by offering a standardised and high-quality experience to all customers. With Movin, users send all video messages through the same platform. Each landing page follows company guidelines, keeping the brand consistent in all customer interactions.

Types of Customer Support Videos

So where to start? There are several types of customer support videos that can enhance service and customer satisfaction.

Introduction videos help to smooth the transition from sales to support, building immediate rapport with customers. How-to and demo videos help users solve problems on their own, reducing the need for live help and technician visits. Troubleshooting videos offer clear visual solutions to common issues and FAQ videos provide dynamic answers that improve customer understanding.

Personalised ‘thank you’ videos show appreciation and strengthen customer relationships, while technician videos can set expectations for pre-visit services, put a face to the name, or summarise completed work, creating transparency and trust.

Incorporate Videos into your Customer Services

Video communication is transforming the way house builders approach customer service. From building personal connections to improving issue resolution and reducing support queries, the benefits are undeniable. As more companies adopt video as a key customer service tool, those who embrace its power will see stronger customer relationships, greater satisfaction, and long-term loyalty.