A better customer approach thanks to video

One video is not the same as the other

Video content is very popular at the moment. Various blogs and vlogs with tips appear every day. There are also many different technologies available to create a video. This often involves making a 'normal' linear video. Another step further is the interactive video. Here you can access additional information or follow a storyline with just a few clicks. However, these types of videos have nothing to do with digital transformation and customer approach. They provide a slightly better customer experience, but have not been transformed, at most somewhat expanded.

Video with customer data

An interactive, personalized video offers much more. This is fully integrated with the business systems. This makes a completely digital process possible. Data entered in the video will automatically appear in your (marketing) database. The same of course applies to the statistics. An interactive, personalized video is part video production and part user experience. And that is precisely what is important. It's just like the web; navigable and aimed at a positive experience for the customer. Ideal for customer approach.

Interactive, personalized video for deep engagement

Another big difference with 'normal' online video is that an interactive, personalized video gives you the opportunity to have a conversation. This works because the recipient recognizes what is offered, thanks to the personalization with his own real-time data. In addition, the viewer can make interactive choices in the video, which in fact automatically personalizes the experience of the video. The video therefore adapts to the receiver. Each interaction in the video enriches the data associated with the recipient. This results in a deep commitment and the possibility of self-service. Useful for, for example, an explanation of an invoice, an explanation of the conditions of a contract or taking out a policy. The latter is also possible in the video, because an interactive, personalized video is fully integrated with the company's systems. And that produces good figures.

Positive ROI

The Return on Investment of interactive, personalized video is many times higher than a general online marketing video. For example, good results have been measured at an English insurer. After using the video, there was a growth in sales productivity (44%), NPS score (10%) and 32% fewer calls were made to the call center after an invoice was sent.
How does that happen? The recipients receive really relevant content based on personal data, for example here.. Research has shown that this strongly influences the experience. Stronger than, for example, the quality and professionalism of the video. In addition, the organization gains a deeper understanding of who the recipient is. Data is returned that helps the organization to make choices about how this specific recipient can be helped even better. With much better results when it comes to retention, conversion and customer experience, satisfaction and approach.