Let’s Look at Some Examples from Big Brands Using Video FAQ’s
Amazon has also been using the power of video FAQs as a way to enhance their customer service experience in multiple markets.
Here you can see RBS’ videos appearing on two different pages. The image on the left below shows a video associated with a question on their support knowledge base. While the image on the right shows a selection of video content available to RBS customers.
Every time a user “Googles” a Skype FAQ – such as ‘how do I make a group video call on Skype?’ – they will always be able to find localised video content answering their question efficiently.
Here’s how the page looks on the English and Spanish Sites:
Why Use FAQ Videos?
Think of the last time you used a cash point/ATM in a country where you didn’t speak the local language. Had you not been able to switch it to your preferred language, who knows what you might have ended up doing to your bank balance! The same goes for tourist information desks when on holiday. It’s a good thing the people working there can speak a broad range of languages, as they can answer all of your questions and send you on the right track to where you want to go.
If you can combine the language aspect with video content, then you’re really onto a winner. Large aeroplanes do it; instead of support staff showing passengers the safety information, videos play on the TV screens in front of each passenger. The languages will be localised depending on the flight, but the demonstrations portrayed in the video can be understood by everyone.
This exact thinking should also apply to every business’ website. Providing the answers to the ‘frequently asked questions’ (FAQs) related to your service in every language is crucial to securing sales. It puts your customers at ease and provides them with the important information they need to feel comfortable in clicking ‘buy’.
But you know what’s even more effective? Video FAQs. Presenting your FAQs in video format as well as written text (in every language your potential customers speak) has proven to have far more benefits – both for businesses and consumers. Google loves video FAQs, and so should your business. Your customers probably ask the same questions over and over (just go ask your customer
Wouldn’t it be easier, then, to present the answers to these individual FAQs in clear, concise, and easy-to-understand videos? It would certainly be beneficial. Not only could you house all of your video FAQs on one web page, driving traffic to other relevant pages on your site; but it would save your customer service team precious time that could be better spent on more pressing issues.
Besides, Google loves video content, so it will be beneficial to your website’s search engine optimisation (SEO) performance, too. Research has shown that Google favours and prioritises websites with video; it gives your business an extra ranking option (all, images, videos, etc.). Plus – Google owns YouTube, so naturally, it prefers to present YouTube content on Page 1 of search results. All you have to do is embed that content on your website.
The FAQs your customers are searching for are also opportunities for your website. If you can rank highly with your video answers every time these questions are Googled, you’re substantially closer to bringing a potential customer to your website and closing a sale. After all, consumers who view a video on a site are 174% more likely to make a purchase. Customers all around the world will be asking the same questions too – and that’s why you need localisation.
We touched on this earlier. When you hear security information in your language on an aeroplane, the message has been localised for you to understand. It hasn’t simply been translated word for word into every different language. If it had, it might not make sense, and valuable information may be lost in translation.
That’s why it’s pivotal that you create localised video FAQs for your website. Writing a script in English and then simply translating it word for word into various languages could potentially result in the video FAQ not answering the question at all.
If producing localised video FAQs sounds like hard work, it is. That’s why there are video localisation experts like Volcano City around to help you. Work with one of these companies on your video localisation from the outset, to create consistency and transparency across all of the many videos you can produce.
At the end of the day, it means you only have to create one message – which you can then leave to the video experts to deliver in as many regional variations as you need.
About us: Volcano City
Video production experts Volcano City design and create innovative multi-language video solutions, which makes localizing live streams and animated videos both cost-effective and technically efficient. Their IP solution provides fan engagement opportunities for brands through targeted content to multilingual audiences.