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Enhancing Customer Experience 
A Case Study on Product Video Evolution 
Mainak Roy 
Deepak Ravishankar
Video Evolution
Let’s Move on… 
• Essentials 
• Build brand for the product 
 SEO 
 Playlist 
 Multi-language support 
 Trusted Links 
• Build Trustworthy Links 
• Case study 
 Analysis 
 Advancement 
• Change in approach
Call Log Analysis Marketing 
Feedback 
Listen to your 
Audience 
Assessment 
Video 
Essentials
How to build a brand for a product 
using videos
Foundation 
SEO 
Trusted 
Links 
Playlist 
Multi-Lang 
Support
Foundation 
SEO
Foundation 
Playlist
Foundation 
Multi-Lang 
Support
Foundation 
Trusted 
Links
Trust Worthy Links 
Research on Keyword 
Keywords in 
images 
Don’t demand; 
send invitations 
Don’t lose your 
audience, keep 
engaging. 
Create a buzz!
Case Study
Analytics on Firmware Update Using FTP Server
Audience Retention 
Avg. industry 
standard is 35-45%
Traffic Sources
Year on Year Analysis
How we Changed our Approach
Enhancing customer experience video advancement dec 6
Enhancing customer experience video advancement dec 6

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Enhancing customer experience video advancement dec 6

Editor's Notes

  1. Call log Analysis – Scrub call logs, to know more about the customer’s pain points and field issues. Listen to your Audience - Follow the discussions over multiple forums. Try to understand the real time scenario by interacting with the customers. What the user is expecting (product guidance, installation procedure etc)? Feedback - Ask for the marketing feedback. When to Launch - Synchronize your videos according to the Release schedule. Information needs time to flow through different channels. Generate Social Signals. Assessment - Revisit the top calls after 2 Qs. Try to identify the calls on that particular product/topic again and measure the influence.