As a CSM (Customer Success Manager) for Dabadu Inc, one of my responsibilities is to ensure that our software end-users understand how to use our product and have a seamless experience with Dabadu’s XRM (X-treme CRM). To circumvent the need for more one-on-one training, my colleagues and I have spent many hours building our support library (known as the “Dabadu University”) that our end-users can leverage 24/7. Most of these contents consist of written documentation supplemented with product screenshots.
In addition to standard support articles, we wanted to enhance Dabadu University with multiple channels for support to make it more accessible to a broader audience, our software company wanted to provide multiple channels for support to make it more accessible to a broader audience. Thus, our team made sure to include Looms as an integral part of our self-serve support library. Read on to see how the Dabadu Customer Success team uses Loom to expand the Dabadu University customer support library.
As you may have already guessed, a large portion of my time at Dabadu Inc. is dedicated to product training. For this purpose, the benefits of Loom’s video messaging software are virtually endless. With Loom, it’s so easy to create, share and embed videos for asynchronous training. It is the perfect solution for product onboarding and training since our end-users engage with it on their own time. This is a significant time-saving resource because it eliminates the need to coordinate schedules with our clients for one-on-one product training. Using Loom to create videos for various product training cases allows me to invest my time on other preemptive assignments and support requests, and our customers can access and review tutorial videos anytime and at their own pace.
Loom’s thoughtful video communication platform has significantly improved Dabadu’s ability to provide asynchronous training for our end-users.
Loom’s great video feedback functionalities allows users to easily post their questions, comments, concerns, and suggestions for me to review when I have the time. For example, I am notified every time someone watches one of my videos, and our-end users can use the reaction emojis or leave comments under the videos. This is advantageous because it allows me to monitor data like how our users interact with the support videos, if they found them helpful, and, ultimately, how I can improve the content to ensure their success. In other words, Loom has streamlined the process of transferring knowledge to and from Dabadu’s user base.
Loom also helps me foster more human connections with the Cam-recorder feature. Not only am I able to narrate a screen recording, but I can record myself through my front-facing camera at the same time. This allows our users to see my face as I appear in a bubble over the screen recording. As a result, Dabadu users can get to know me virtually, feel my sincerity, and see the person behind the scenes who has created all their support materials. In this way, I can reduce our users’ frustrations and trepidations by demonstrating that I am there for them every step of the way, even though they are learning asynchronously.
Loom’s thoughtful video communication platform has significantly improved Dabadu’s ability to provide asynchronous training for our end-users. Though I still conduct one-on-one training every week, I have saved hours of my time by no longer needing to hold as many sync sessions. Our users are now able to access that information 24/7 through our video library.
From saving me time whilst promoting product knowledge, to emotionally connecting with our user base and offering stunning video quality and customization options, Loom has been essential to Dabadu’s training toolbox.