Async Video: customer support with limited staff
Hey all! Would love to hear your feedback on this idea. I'm currently building it but would love to hear what you think.
I'm aiming to target small companies who sell a web-based software product - a website or web app.
The problem:
Small web-based software companies have a hard time keeping up with customer support tickets.
- The queue just gets longer.
- Real-time support apps and tools don't scale well with small companies
- larger companies can hire more people to staff the real-time chats and whatnot, but small companies can't
The solution:
Allow customer support reps to respond to tickets asynchronously. They can record their screen and, optionally, themselves via a chrome extension then send the video to the customer.
- Click record and respond to a customer support ticket with a recorded video.
- Show them how to access a feature or resolve their problem.
- Save the recording and enter the customer's email address.
- Next time this customer logs in, they'll get a notification with a link to the video you just recorded
MVP
- a chrome extension for recording the video
- an embeddable script for the client's web product (to notify the target user)
- and a website for hosting the video links
Future enhancements:
- allow support rep to draw on the screen while recording
- allow customer to respond with a video of their own
- allow support reps to record and save generic support videos, save them in a company library, and use them when needed in the future
