Instructional Videos Can Free Up Customer Service - Case Study Airxchange
The Problem:
Airxchange Corporation is a leader in the manufacturing of energy recovery ventilation products and components. The company has played a pioneering role in the development of standards and codes for energy recovery wheels and remains active in their ongoing development.
Because Airxchange stands behind the quality and longevity of their products, they wanted to create a series of videos with the same level of professionalism for their technicians while freeing up the customer service team.
Our Solution:
We pitched several instructional videos for Airxchange Corporation focusing on frequently asked questions by the technicians. The development of these instructional videos are a proactive measure to educate service technicians on specific products. They would be able to get the information they need in a format that is easy to understand and review over and over at their convenience.
Did it Work
Vice President and General Manager Randy Steel explains, " These instructional videos have freed up our Customer Service department from answering repetitive questions and gives our customers 24/7, on-demand access to step-by-step visual instructions."
