The Power of Personalized, Smart Videos for the Customer Experience - NGDATA

Those of you who follow this space closely know that we at NGDATA have a strong belief that smart personalized videos can have an enormous impact on the customer experience. Successful companies across the globe are using personalized video to transform once painful processes like onboarding and customer service into opportunities for engaging customers in a more data-driven and personalized way that can help improve loyalty, conversions, retention and sales.

A typical consumer is drowning in text, dealing with more than 120 emails a day. Customer service and marketing organizations are being forced to break through that noise in creative ways in order to capture shrinking attention spans. Personalized video is an effective way to do just that.

With NGDATA’s SmartVideo, marketers can send highly relevant and personalized videos to individual customers. SmartVideos are personalized using text, images, logos, animation, video, audio building blocks, languages and much more. Lily’s Customer DNA metrics are used to compose a personal video that matches the individual customer’s profile, preferences and needs, and gathers data from all relevant data sources to power the delivery of the customer experience.

Working with customers across the world, we take pride in helping them deliver personalized videos that can be used throughout the customer journey to enhance engagement. We were thrilled to learn recently that two NGDATA customers were included in a new report from Forrester Research, a leading global research and advisory firm. The report, authored by Nick Barber and Ian Jacobs, “Personalized Video Creates Better Customer Service Experiences,”  free for Forrester subscribers – was released last week, and outlines the ways companies are using personalized video. At NGDATA, we believe the best use cases are videos fueled by a customer data platform, and the report shows how NGDATA customers Bouygues Telecom and ENI are using Lily SmartVideo fueled by our CDP. Here are a couple of excerpts from the report:

• “When customers sign up for service with Bouygues Telecom, they get a video that includes their name, appointment date, technical equipment information, and a link in the video to download necessary forms. “We realized that using the telephone wasn’t efficient because the customer wasn’t retaining anything,” said Carmine Muscariello, customer experience director at Bouygues Telecom. The company has sent more than a million of the 100-second videos, and they hit the mark: 80% of customers open the video, and the same number complete it.
• “Personalized video helps customers understand their bills and deflects costly contact center engagements. The volatile energy market in Belgium led ENI to create video bill explainers. In the last two years, it sent nearly 500,000 personalized videos “to give extra explanation, to support the customer in reading his bill, and to avoid having the customer call us,” according to Valérie Sohet, business analyst with ENI. The campaign resulted in better payment behavior, an increase in Net Promoter Score (NPS), and more than 80% of customers opening a payment account for self-service.”

If you’re interested in learning more about how organization can use personalized video to drive loyalty and sales while improving the customer experience, click here for more information, or contact us to set up a demo.