The document discusses best practices for achieving success with a SmartVideo program. It recommends maximizing potential viewer volume by delivering videos through multiple channels like email, IVR systems, and call centers. It also stresses the importance of personalizing videos based on viewer data to increase engagement rates. Metrics from sample programs show higher completion rates, action rates, and improved perceptions when viewers engage with personalized SmartVideos across different delivery channels.
7. ! Positive results from when someone watches
a SmartVideo?
! Trying to get more videos in front of more
customers?
! Using more than one way to deliver the
opportunity to view a video?
! Using / planning to use more than one
SmartVideo to connect with customers?
SHOW OF HANDS
12. LINK TO SMARTVIDEO
IN OTHER CUSTOMER
COMMUNICATIONS
OPTION TO REQUEST
SMARTVIDEO THROUGH
IVR SYSTEM
PROVIDE CALL CENTER
AGENTS ABILITY TO
SEND SMARTVIDEO
13. Subject Line:
Tony watch your
personalized video
from Skyline insurance
Subject Line:
Tony see your policy
whenever you need it
20% OPEN RATE
27% OPEN RATE
20. Average % of video viewed was 83.94%
75.32% of customers completed their video
75% video completion rate
84% of survey respondents find the video
bill helpful
70% of survey respondents found video “very helpful”
68% of survey respondents said video provided info
they didn’t know before
21. 76% video completion rate
29% viewers clicked CTA
80% of survey respondents had more favorable
opinion of Skyline after viewing
Improves overall perception of Skyline
More likely to watch a personalized video vs. a
generic ‘static’ video
26. METRIC TOTAL
Addressable Churn Rate 29.2% ➡
Delinquent Payment Rate 43.4% ➡
Paperless Sign-Up 29.3%
Autopay Sign-Up 25.8%
55% OPENED EMAIL
42% CLICKED TO PLAY VIDEO
OF THE TOTAL EMAILS SENT,
23% VIEWED THE VIDEO
EMAIL
ONLY
VIEWER VS.
NON-VIEWER