Have a Problem? Say It to Their Face with VideoCX

This week, technology has taken another step in helping bridge the gap between consumer and brand.
 
On Tuesday, Voxpopme, the video insight specialist group based out of Salt Lake City known for working with brands like Microsoft, Verizon, Clorox and more launched VideoCX, their new video-first customer experience platform designed to bring the voice of the customer to life.
 
The platform, which stems from nearly six years of Voxpopme doing video insights and supporting video options within the CX environment, will help brands understand consumers perhaps better than ever before.
 
Dave Carruthers, Founder and CEO of Voxpopme, discussed the process behind VideoCX.
 
“What we’ve found was that many clients were interested in adding video to their more traditional CX surveys, so launching a video first solution was an obvious next step. We’ve found that with video response, people just tell you so much more, typically 6-8 times. It is a powerful medium when you are sharing that internally as it connects people across the organisation with customers which increase empathy and understanding. We’ve focused on how we can build technology that allows you to add video seamlessly to any survey and automates 95 percent of the analytics.”
 
The power of the medium lies within its ability to give the consumers the power. By allowing consumers to discuss what they like, Carruthers believes better feedback is achieved.
 
“We wanted to do something that was video first that spoke to the changes in consumers. People are more video first these days, the whole Snapchat, Instagram, Facebook Live culture. People are more comfortable recording video now. It is a powerful medium for them to give feedback to brands. Rather than asking them 30 questions that many of which they often don’t care about, we wanted to put the voice back into the consumer. We wanted to truly catch the consumer voice and let them talk about the things they want in their own words.”
 
The emotional buy-in from consumers in terms for video, in concurrence with rationalized qualitative date, can put a face behind a story and help brands better understand their consumer base.
 
“Emotion is powerful with video. As the customer talks, you can see, hear, you can even start to measure facial expressions, tones of voice, things like that. Secondly, we find that when clients are sharing their data internally, the quantitative speaks rationally on what the issue is, but it doesn’t get to the why or always get emotional buy-in from people. Video and bringing customers’ stories to life really helps with that emotional buy in.”
 
With today’s consumers shifting their preferences towards emotion based, personalized marketing, video sits at the forefront of understanding the one-to-one approach.
 
“We fundamentally believe in terms of impacting a brands customer understanding, impacting their awareness of the things they can change and the pain points, and giving the why behind things, VideoCX is really a game changer.”
 
 

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