The Power of Visual Customer Service

Updated: Dec 27, 2019

visual customer service

Have you ever talked to someone on the phone for hours and felt like you were just going in circles? Communicating is hard. You and your frustrated customers know it, and Great-Aunt Beatrice’s hearing aid, too.

The truth is, we all have our own personal preferences when it comes to how we interact. And especially when it comes to providing your customers with answers to their questions. Luckily, there’s a better and faster way to convey even the most intricate issues.

In a world clamoring for our attention, visuals such as images and videos are no longer reserved for designers. They are vital for communicating complex ideas in simple and effective ways.

With all the informative blog posts and academic studies about providing exceptional customer service, visuals often don’t make the cut.

We’re here to prove them wrong.

For starters, we all know the customer support classics: Setting up your help desk software, building a content-saturated knowledge base, and so on. But that’s only the surface level-setup.

In this article, we will show you (see what we did there) how to utilize visuals to break the mold, dazzle your clients, and provide the best customer experience possible.

Seeing is believing

Imagine trying to describe the Mona Lisa in words. You could spend hours trying to illustrate the use of color, intricate paint strokes or mysterious look in her eyes. But, even the most eloquent words would be unable to fully capture the experience of seeing the image itself. The experience of seeing something versus reading or hearing about it is incomparable.

As a matter of fact, studies showed that it takes a mere 13 milliseconds for the human brain to process an image.

More than half of the population are visual learners, so it’s very likely you’ll have customers who absorb information this way. These type of learners benefit when presented with images and videos and prefer this over talking to an agent over the phone or being sent text-heavy knowledge base articles.

The key is to have the right balance of text and visual (e.g. image, GIFs, videos) without overwhelming the customer. So, if your trained support team is relying solely on written messages via a ticketing system, then you are not communicating effectively enough.

People often say “a picture is worth a thousand words.” Utilizing visuals such as screenshots and video recordings (screencasts) with easy-to-use tools like Snagit can actually save your support team and customer time while eliminating unneeded frustration. When a screenshot or video recording does not suffice, for instance, if there’s a complex bug you cannot recreate, there are real-time screen-sharing programs such as and TeamViewer. These tools will enable you to remotely connect to a customer's computer to closely diagnose the problem.

Your clients are not coming to you to wax-poetic. They’re looking for answers and wanted them yesterday. These visual tools are an effective way to provide assistance and ensure customer satisfaction.

Effectively communicating can significantly increase the chances of resolving support issues on first contact resolution (FCR). But catering to visual learners requires an extra layer of explanation - but, luckily, not much more time.

For instance, adding images, like screenshots, to your customer interaction via your ticketing system is a piece of cake. Or links to your pre-created knowledge base articles to replies, screenshots, and other visuals can be easily attached as well.

Spice up your support articles

In today’s information-hungry world, customers expect to get their questions answered instantly. This is why your business should must provide customers with a