7 Reasons to Use a Screen Recording Plugin for Zendesk

For many people, calling customer support can be deflating and disappointing. Well, the main issue isn’t with calling. The amount of time you have to wait on hold is annoying. Recently, research from Harris Interactive revealed that the top two main reasons for customer loss are failure to resolve an issue in a timely manner and treating customers rudely.

Do not forget; a customer is the king of the market and time is most precious for all your customers. So, the best way to retain them and save their time is to create videos that help address their problems. Creating support videos can help them when they face any problem regarding your product or service. According to Forbes, video is one of the most cost-effective ways to support and train customers.

It is a great way to leverage the brand-customer relationship and create an emotional connection between them. Creating a video for your customers could be a hassle if Zendesk screen recording plugin ‘Video Reply’ wouldn’t be there. Here are some undeniable benefits you can enjoy by using the video and our plugin.

1. Higher Engagement

A report finds that people are 10 times more likely to engage with video content than with text. You may be surprised to learn that 59 percent of senior executives prefer watching a video. No one should underestimate the value of using video content. Especially when it comes to customer engagement, video is a great key to achieving higher engagement. Customers are likely to understand better through this strong tool. You can use video to record replies and send them to your customers instead of dull text responses.

2. Increased Conversions

Forbes says that 90 percent of customers agree that a product video helps them in making a shopping decision. A report from Animoto found that 64 percent of customers agreed a video made them more likely to buy a product/service.

HubSpot reports that 97 percent of marketers agree that video helps clients understand their products or services, increasing conversion rates. So, the Zendesk recording plugin also helps support teams to provide better customer support and transform prospects into clients, often without sales team participation.

3. Higher Retention Rates

Gartner predicted that nearly 100 of the 500 largest international businesses would integrate video-based support to improve customer interactions. Video Reply allows you to communicate with your customers in the best way of communication. Responding to customers via email while maintaining an empathetic and sincere tone is quite challenging. Using a video makes this easier and reduces escalating tensions. It is an incredible way for increased customer satisfaction, which is key to retention. 

Additionally, the Video Reply tool gives support and sales teams an exceptional opportunity to send video requests to customers. In turn, customers can send their video responses to explain the problem in depth. As a result, problem-solving time decreases, and customer satisfaction increases.

4. Optimized Team Productivity

One of the biggest drains on a support team is “repetitive resolution”—answering the same complex question dozens of times a week. With Video Reply, agents can create a single, high-quality visual video library and reuse it for similar inquiries. This “record once, solve many” approach reduces average handle time (AHT) and allows your team to focus on more complex, time-consuming high-level tasks.

5. Stronger Brand Consistency

Text-based support can vary wildly depending on an agent’s writing style or mood. Video provides a unified face and voice for your company. By using the Zendesk screen recording plugin, you ensure that every tutorial and walkthrough adheres to your brand’s standards of professionalism and clarity. Also, you create a seamless experience across the entire customer journey, and customers see the difference. 

6. Improved Accessibility and Learning Styles

People are different. And not every customer processes information the same way. While some prefer reading, many are visual or auditory learners who struggle with long, technical manuals and seek ways to make their lives easier. Providing video support makes your product more accessible to a global audience, including those with reading difficulties or language barriers. By “showing” rather than just “telling,” you ensure no customer is left behind, and communicate with them worldwide.

7. Data-Driven Support Insights

Integrating video into your Zendesk workflow lets you track engagement in ways text can’t. By seeing which videos are watched most frequently and where viewers drop off, you gain invaluable feedback on your product’s pain points. This data allows you to proactively update your features or documentation, solving problems before the next customer even has to ask.

With the Zendesk Video Reply tool, you can improve your team’s results by analyzing which video performs best. Also, discover customers’ behaviour by analyzing open and bounce rate, average watching time, and time from sent to open. 

Final Word

Today, many customer support teams are integrating video to resolve customer cases and increase deflection. Video content helps boost customer satisfaction and retain them for longer. Using video for customer support can significantly enhance your marketing strategy and leave your clientele feeling empowered, satisfied, and informed about your product or service. Use Zendesk screen recording plugin Video Reply to leverage the smartest tactic and enhance your customer support effectively.

Frequently Asked Questions

1. Do my customers need to install any software to watch the videos?

Not at all. One of the biggest advantages of Video Reply is its seamless accessibility. Customers receive a link or an embedded thumbnail in their Zendesk ticket and can view the video directly in their browser on any device without downloading additional plugins.

2. Is it difficult to train my support team to use the Video Reply plugin?

If your team already uses Zendesk, they can use Video Reply. The interface is intuitive, allowing agents to start recording their screen or webcam with a single click. Most teams are up and running within minutes, not days.

3. Can we customize the video player to match our brand?

Yes! To ensure Brand Consistency (as mentioned in point 5), you can customize the video landing page with your company logo and colors. This ensures the transition from a support ticket to a video tutorial feels like a professional, integrated part of your brand experience.

4. How does video support help with language barriers?

Text can often be misinterpreted through translation or tone. By “showing” a solution via screen recording, the visual cues provide a universal language. Customers can follow mouse movements and UI changes visually, which is much more effective than translating a wall of technical text.

5. Can I track if a customer has actually watched the video I sent?

Absolutely. The plugin provides data-driven Insights, allowing agents to see if a video was opened and how much of it was watched. This helps support teams follow up more effectively—if a customer hasn’t watched the video, the agent knows to nudge them toward the visual guide first.