Apps for Success - Loom

Each month, John Bowman picks a new cool piece of technology that helps Customer Success Managers be more productive. We call it “Apps For Success” and in this review (#6) he takes a closer look at Loom. 


This month we’ve scaled down to show you a single-use app called Loom. Loom is a screen recording app which allows you to quickly record your screen and share it with your customer. What sets Loom apart from other screen recording apps is that it automatically records your face too!

There are a ton of other screen recording apps on the market (SnagItJingCloudApp, to name a few). I wanted to highlight Loom because it is free, easy to use, and gives you an extra sense of personality by recording your face too. 

I use Loom for three main use cases: 

  1. Welcome videos

  2. Explaining technically difficult problems

  3. Saying sorry or asking for feedback

In each of these cases, it really helps to have a personal touch. More importantly, it helps to remind the customer you are a person too. 

It’s easy to ignore a stranger but when a customer sees your face and hears your voice while reading an email or in-app message you sent, it makes an instant connection. You become harder to ignore and the customer becomes more apt to respond. 

Additionally, a large portion of communication is nonverbal. When you just write an email, you are allowing for miscommunications to creep into your message. By using a video, customers can read your body language and hear the tone of your voice. The customer is less likely to misunderstand you. If a picture is worth a thousand words, then a movie is worth a hundred thousand. And a movie with your face and voice is worth a million! 

[Standard disclaimer here. I own no part of any of the productivity apps for Customer Success Managers I’ll be reviewing in this column. The opinions contained in this review are mine and mine alone. SuccessHACKER is kind enough to lend me their microphone. If you happen to disagree, leave a comment and let me know! I love a good spirited debate.]

On to the app. Click here to view the video review.

 
 

What do you like best?

I love how easy to use Loom is. You can be set up and using the app within 5 minutes. It has a ton of little design points which make your use of the app that much easier. For instance, immediately after recording your video, Loom automatically copies the link to your clipboard so you can share it. Or you can be automatically notified when the customer watches your video - which is great if you want to get them on a quick call. All videos are automatically set to private. Additionally, it’s really easy to clip videos made on Loom. The whole app is built for speed which will allow you to use it quickly and efficiently throughout your day. Plus, it’s free! 

What do you dislike?

Loom won’t record on new tabs because it only works on web pages which have loaded. But there isn’t anything else I dislike about it! Seriously, give it a shot and see if there is anything you don’t like. I’d love to hear in the comments.

What business problems does the product solve? 

If you’re not sending videos to your customers, then you’re wasting your time and not connecting to your customers as well as you could. 

Do you ever find yourself writing a really long email? Next time, catch yourself in the middle of writing it and record a video with Loom instead. Recording a video is definitely a skill that you must develop. No one is going to be amazing at it at first. But, once you learn how to do it, you can fire off videos extremely quickly. 

As I mentioned above, I use videos for 3 main use cases: 

Use Case #1: Welcome video

1. Just get a new customer? Record a <1-minute welcome video to welcome the customer to your company. 

Here is the script I use: “Hi [First Name]. My name is John and I’m here to be your trusted advisor using our app. I’m part of the Customer Success team here at [Name of app] and we literally exist to make sure you’re getting the most value out of our product. Before we have our first call, I just wanted to highlight…”

2. After you send the video to the customer, don’t forget about it! Instead, create a library of intro videos. Create a spreadsheet, in column 1, store the first name of the customer, and in column 2 store the hyperlink to the video you just recorded. 

3. Next time, you won’t have to record the video because you can just reuse the previously made one!

Use Case #2: Explaining difficult technical problems

1. A video showing how to fix a problem is much much easier to follow than written instructions. 

  • The user can literally see how to solve it by watching your video.

  • You can talk the customer through it while you do it. 

  • The user can pause the video and rewind it when they need a break.

2. In my experience, users go gaga over personally made videos like this.

  • If you don’t know how to make a video, it seems like a mysterious skill which requires a lot of work to accomplish. 

  • Wow, your users with personalized videos!

3. It doesn’t have to be just one hard problem. There might be a list of small questions the user needs answers about. Once you get used to doing videos, it’s much quicker to fire one off than to write out all of the answers!

Use Case #3: Saying sorry

1. A live “sorry” is always best. Make sure you call. When in doubt, pick up the phone. I love to make it a video conference too - it makes sure the other person knows you’re a human. 

2. If you can’t do it live because the customer won’t answer your calls or you’re constantly playing phone tag, then a recorded sorry can certainly help.

Summary

I use this Customer Success productivity app every day to maintain and build customer relationships. If you don’t use video yet, it will really help to level up your Customer Success game. 

A short introductory video after a customer closes is a great way to kick off your customer journey and if you build up your library of recorded videos, then you don’t even have to make it each time!

Stop writing long emails and don’t allow miscommunications to creep into your customer interactions. 

Loom will help you stop doing both! Plus, it’s free! Give it a shot. 

Have another favorite screen recording app? Put it in the comments below. I’d love to hear about it!


About the Author

 
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John Bowman

John Bowman, Esq., is the Director of Customer Success at Jetpack Workflow. When he is not building the organization and team there, you will find him leading The Pittsburgh Customer Success Meetup, the Pittsburgh Gainsight Pulse chapter, moderating the Customer Success Subreddit on Reddit, or volunteering teaching Computer Science to underprivileged inner city high schoolers. He utilizes his 10+ years of professional experience to focus organizations on one goal: the customer's desired outcome. His cross disciplinary approach to problem solving allows him to find solutions to customer problems others can't. He is a practicing Pro Bono Attorney in Pennsylvania and a rising star in the Customer Success community.