Customer expectations have changed. In 2025, people no longer want to read long help articles or wait endlessly on hold. They want quick, human support – but without the hassle of live calls.

That’s why video customer service is fast becoming the new standard.

From answering common support questions to guiding customers through onboarding, video messages help your team deliver fast, personal, and scalable support – all without scheduling meetings.

In this article, we’ll explain why video customer service matters, how async video works, and how tools like Videolink help teams get started.

Why Video Customer Service Is Taking Over

• Faster resolutions: Customers watch short explainer videos instead of reading long documents.
• More personal support: Seeing a real person builds trust and connection.
• Scalable communication: Async videos replace repetitive 1:1 calls and live chat sessions.
• Works across time zones: No need for live agents at all hours.

What Is Async Video Customer Support?

Unlike live video calls or chat, async video support lets your team record personalized video answers once and share them when needed. No waiting. No scheduling.

Example support videos include:

• Quick product walkthroughs
• Setup instructions
• Feature explainers
• Solutions to common questions

Each video is shared as a simple link your customer can watch anytime.

Why Teams Are Choosing Videolink

Loom offers basic video messaging, but Videolink is built specifically for customer support and onboarding needs:

• Unlimited video library for your FAQs and help responses
• Team libraries for managing and updating content
• Privacy controls to manage customer-facing videos securely

With Videolink, support and success teams can:

• Build a scalable video help center
• Record and reuse personalized replies
• Share async videos via email, chat, or help center articles

👉 Explore how Videolink transforms customer support

How to Start Offering Video Customer Support

1. Identify common questions your customers ask.
2. Record short video answers using Videolink.
3. Organize your videos in a shared team library.
4. Share videos easily via email, chat, or your website.
5. Keep content updated as your product evolves.

The Future of Customer Support Is Video

Async video gives your customers fast, human support – without waiting or scheduling. Your team answers once, and customers get clear guidance whenever they need it.

Ready to simplify your support process?

👉 Or learn about screen recording tools for teams to upgrade your async workflow.

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