As a software company, 99% of our interactions with customers are virtual. We communicate through Twitter, message followers on Facebook, and, of course, send a lot of video messages to our customers. One thing every software company has to think about is what first impression they are giving.
For us, it’s about 100% chance that our first impression is going to be virtual, but nowadays this is true for more than just software companies. Even your local corner shop needs to not only have their shelves fully stocked, but their website up-to-date, too, as consumers increasingly check out your web presence before deciding to shop with you.
So, how do we create a great first impression? For us, there are 2 first impressions. There’s the first impression you get when you learn that we even exist and you visit our website for the first time. From there, you can start with the no-questions-asked free use of our product right from the mailVU home page. With a successful use of our totally free recording widget, we hope you’ll sign up for a 14 day free trial of our Basic, Business, or Business Pro accounts.
That brings us to the second-first impression: how you feel once you become a customer. For that, we try to lead by example and send a welcome video message just like we’d like our customers to do for their customers.
Using our own app to send a welcome video message demonstrates several key things:
That we use our own product: One way to ensure terrible software is to have developers build a product that none of them actually use. To combat this, we will regularly send our users video message replies to any of the questions they submit to support. We think this helps us to empathize with the people and businesses that use our video messaging platform.
We’re all too human: It’s easy for people to see the similarities we have when you put yourself on video. In our welcome message, I (Lucy) am sitting in my office, in my work clothes, with my desk lamp on. When the majority of our interactions with customers are virtual, it is easy to forget it’s a human on the other side of the computer. A friendly welcome video helps to bridge that gap and create an emotional connection.
Video Messaging is quick & easy: We don’t send a crisp, video that’s been edited and polished to the point where we look like professional videographers. Our Welcome Message is short and sweet and far from perfect. If we were to make it perfect, it would take a long time for every video we were to ever send which would decrease the attractiveness of video messaging as a whole. Instead, we prefer the imperfect version so that we can make a habit out of video messaging.
You can see an example of our welcome video by clicking the image below:
You can have a welcome video for your business too. Whether you run a blog with a growing listserv, offer a software product people can sign up for, or people can purchase things from a shopping cart on your website, a video introduction to say “thanks for being a subscriber/user/customer” can help establish trust in your interactions.
If you’re going to create a welcome video for your potential customers, here are a few tips:
Good posture, steady eye contact, and stillness: In order to increase your confidence recording messages to send out, you’ll need to watch out for the body signs that show a lack in confidence. Those are, primarily, poor posture (slouching shoulders, in particular), wandering eyes, and a lot of movement. If you can remember to just keep your shoulders up back and down, look primarily into your webcam recorder, and not to move your chair or body around, you will look extremely confident to your customer.
Outline what you’re going to say, but don’t read it: Get a script prepped for yourself, but don’t plan to read it word for word. There’s nothing more monotonous to a viewer than to watch someone just reading from a script (and you’ll look really uncomfortable doing it!). Just feel comfortable with the message you want to convey and trust yourself to adlib a bit.
Reduce your background noise: Go ahead and watch this video on how to reduce your computer’s microphone background noise. It will save you from finally having a good recording only to play it back and realize your computer was making Darth Vader breathing noises the entire time.
We know that a welcome video has done a lot to boost our customers’ confidence in us and we think it will for you too.
Have you created a welcome video for your listserv or customer base? Why did you create one and how did it go? Tell us about it in the comments below.