Interactive, Personalized Videos Drive Better Customer Engagement

by | Aug 19, 2021

Leverage the power of interactive, personalized video

Today’s consumers are always on the go, with little time to sit down and check their inbox or read personal transactional documents. Traditional messaging tactics such as emails, static brochures and online documents are unlikely to catch someone’s eye when consumers receive so many of these communications in a day.

Organizations must follow broader consumer market communication and engagement trends. What channels are gaining tractions? What communication formats are attracting attention and result in higher response and engagement rates? Transactional documents might contain important information but following the evolving consumer preferences will mean your organization’s documents will not only get opened, but read, understood, and acted on if they contain a call to action. Today, video is one of the most powerful ways to deliver information that resonates with the customer. Research shows that 72% of consumers prefer to watch a video  to learn about a product or service rather than read about it.

Converting bills, statements, documents, reports into interactive, personalized videos is proven to increase open rates, improve engagement and motivate a higher response rate. As much as 90% of customers who receive personalized video report greater satisfaction with, and a better understanding of, that company’s products and services.

How interactive, personalized videos are created

Video personalization happens in the same way an email or document is personalized. The individual’s data is inserted into a predefined template.  This way, the video can address the recipient by name, provide information that is only relevant to that person, and even take the viewer on a customized journey to find additional information or contact a customer service representative.

For example, presenting a financial statement in a video format, allows for a step-by-step explanation thereof, along with the ability to highlight the salient information, and even perform calculations on demand.

Personalized videos can also be interactive, enabling the viewer to drive their own experience by making selections that shape the flow of engagement. This is the digital, on-demand experience that consumers desire – they can make product or budget decisions without having to speak to a customer service representative.

Personalized videos benefit both consumers and service providers

Organizations that use interactive, personalized videos to enhance their customer experience can count on the following benefits:

  1. Get a measurable, improved return on investment (ROI) based on increased customer engagement, conversion, purchase, enrollment, etc.
  2. Augment sales and service teams to reduce cost-per-sale/service, while still providing a great CX
  3. Guide the customer on how to use other digital services, or connect with the appropriate customer service rep to resolve an issue before it escalates
  4. Gather in-depth information on how customers engage with the information in the video and use this information to refine future communications.

Doxim CCM Platform clients can leverage interactive personalized video technology to deliver the most engaging statements and other documents

Doxim Interactive Video leverages our client’s existing data to provide a customer experience is that is both interactive and personalized. Video is a great medium to present interactive statements or policy documents, promote renewals, or cross/up-sell to existing customers.

As it becomes more and more difficult to grab customers’ attention through communication, personalized, interactive video is a must-have for any organization wanting to improve customer engagement. The visual engagement and real-time interactivity made possible through video, provides the personal touch that drives increased customer satisfaction, better engagement, and high conversion rates.

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Olga Zakharenkava
Vice President, Former CCM Product Management & Product Marketing at Doxim.
Olga focuses on delivering business value to Doxim’s clients through world-class SaaS CCM solutions. She has a strong background in CCM technology for the regulated industries, product management and project management.
Olga joined Doxim in 2017 as the head of Product Marketing, Demand Generation, and Communications, and prior to Doxim, held product, marketing and strategy leadership positions at companies of all sizes, from startups to Fortune 500, including Telmetrics, OpenText, and JVL.
Olga holds an MBA from the Paul Merage School of Business at the University of California, an Honors Master's degree in Finance, and an Honors Bachelor's degree in Economics and International Management. Olga is a regular contributor to industry media, covering topics in marketing, financial services, productivity, and work management.

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