Use videos to enhance customer experience at every touch point… How? Let’s show you!

About AppViewX:

AppViewX is an advanced automation and orchestration platform providing end-to-end provisioning and self-servicing capabilities.  AppViewX customers include a significant number of Fortune 500 companies that use the AppViewX Platform at scale. AppViewX is headquartered in New York City with additional offices in the U.S., U.K., Australia, and India.

The Requirement:

AppViewX has a customer-centric approach in everything, including video-making. They wanted multiple videos that touched customers at various part of the customer journey. There would be videos for explaining the platform, speaking about the company culture and products, introducing white-papers, greeting the customers, and providing testimonials, among many others. These videos would follow different styles and different narrative approaches. They would be spread over a period of time. The client had not planned all the videos beforehand, we just knew that there were many videos that could be expected in the long run. They were looking for partners who could understand them and bring it all into a process.

Our Solution:

AppViewX needed creativity. They needed someone who understood complex concepts and computer terminology. They needed someone who could create a diverse variety of videos. Yes. But we understood that above all else AppViewX needed someone who could bring all their diverse needs and requirements to a process and stick to it. And that became the biggest solution we provided. AppViewX needed a combination of a lot of elements. And we seamlessly integrated it all into our process.

A flexible, multidimensional team:

As there was a need for a variety of videos, we needed a flexible team that could wear different hats or switch according to need. The approach required for a live shoot video was very different from the approach needed for, say, an introduction to a white-paper. Our team was flexible and could switch gears according to  the need of the video. The treatment changed according to need. We were are also well-accustomed to the customer journey. We knew how the customer needs to be met differed at every touch point. Our multidimensional team was able to rise up to the challenge of meeting the customer need according to this. 

A good understanding of the subject:

Our team is never shy when it comes to hard work and research. We read up as much as we could, we spoke to subject matter experts, we delved into the topics in-depth, and we even visited the AppViewX office to get a complete understanding of the topics we were dealing with. We did it every time there was a fresh topic or treatment. As our understanding of AppViewX grew better, we were able to ease into each video quicker. Our teams were at ease with the terms and buzzwords. Each video brought in something new, yes, but mostly we were building up on what we had already learned over the course of time.

Agility and time-sensitivity:

Our team is never shy when it comes to hard work and research. We read up as much as we could, we spoke to subject matter experts, we delved into the topics in-depth, and we even visited the AppViewX office to get a complete understanding of the topics we were dealing with. We did it every time there was a fresh topic or treatment. As our understanding of AppViewX grew better, we were able to ease into each video quicker. Our teams were at ease with the terms and buzzwords. Each video brought in something new, yes, but mostly we were building up on what we had already learned over the course of time.

A process that weaves it together:

 Of course, if there is one takeaway from this casestudy, then it has to be this- Process first! We had a talented, multifaceted team that was willing to go the extra mile for every video, we had a very supportive client who was willing to match pace with us every step of the way, but for this entire journey to become successful we needed a well-defined process. We needed a flow that every individual would adhere to, a system where we all knew what came next, and what was needed to be done in case of hiccups etc. Every member of the team was aware of what came before and after their work in the process. We were all bound together by the same thread and this helped us not only work smoothly but also created a feeling of camaraderie. AppViewX videos needed research on the subject matter. They demanded an inner understanding of the customer and the customer touchpoint. But when even when all this research was weaved into the process, work had a natural harmony.

Conclusion:

AppViewX videos were as much as about our journey making the videos as they were about the customers we were trying to address. A new mindset was needed when we approached every new customer touchpoint. The customers needed to be met via every channel possible and through every part of their journey. But at each point videos had to feel fresh, yet familiar. The brand flavour had to be carried forward in every video, but monotony had to be avoided. Videos belonging to the same category were given similar treatment and still, each had to breathe different. By following a rigorous process, by having a clarity about the end goal and by bearing the bigger picture of all the projects that were slowly getting unravelled, we were, and still are, able to help enrich the customer experience through these videos. If you are looking to interact with your customers in their journey with you, videos could be a great way to help connect to them.

Need guidance? Do reach out to us, we are always here for you.

UdhayaCasestudy-AppviewX