Live chat and phone calls once felt like the fastest ways to help customers. But in 2025, they’re starting to feel slow, repetitive, and resource-heavy – especially as customers expect instant answers and 24/7 support.

That’s why forward-thinking support teams are turning to async video.

By recording short personalized videos, your team can resolve issues faster, avoid endless chat queues, and provide better experiences – without needing live agents around the clock.

Why Live Chat Isn’t Always the Best Solution

• High agent workload: Live chat means constant interruptions and queue management.
• Repetitive questions: Agents often answer the same queries repeatedly.
• Limited availability: Customers have to wait for an available agent, especially outside business hours.

Async video solves these problems while creating a more personal and scalable support system.

What Is Async Video for Customer Support?

Async video lets your support agents:

• Record a quick video reply once.
• Share it as a link – via email, chat, or help center.
• Customers watch and resolve their issue at their convenience.

Instead of typing long explanations or repeating calls, your agents create clear, human explanations via screen recording or webcam – without needing to be live.

Why Teams Are Replacing Live Chat with Videolink

Tools like Videolink make async video support scalable:

• Unlimited video libraries so your team can reuse content for repetitive questions.
• Team library management to organize customer-facing content.
• Simple sharing links for faster support responses.
• Privacy controls to secure sensitive content.

From step-by-step screen recordings to personal onboarding messages, Videolink helps your support agents work asynchronously – without losing the personal touch.

👉 Learn how Videolink supports customer service teams

The Key Benefits of Async Video Over Live Chat

• 24/7 availability: Customers access answers anytime.
• More personal: Videos feel like real conversations, not chat scripts.
• Scales easily: No need to hire more agents for repetitive queries.
• Reduced agent burnout: Focus agents on complex tickets, not answering FAQs all day.

How to Introduce Async Video in Your Support Workflow

1. Identify common repetitive questions.
2. Record clear video answers using Videolink.
3. Organize and store videos in a shared team library.
4. Use async videos as first-line responses before escalating to live support.
5. Monitor feedback and update videos as needed.

Ready to Move Beyond Live Chat?

Async video helps your support team deliver better, faster service – without relying on live agents.

👉 Or explore screen recording tools for teams to simplify your support workflow.

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