Why do we create how to videos for our customers?

At Virgin Mobile, we believe that good business makes life better. It’s why we focus so much on delivering great customer experiences. We believe that by focusing our product teams on creating great experiences, we can make things easier, better, and more positive for our customers. And who doesn’t want that?

We aim to put the customer at the heart of everything. Winning Gold in the Telecoms World Awards in March 2022, for being the Best Customer Experience Provider is testament to this.

One of the key elements of our drive to deliver great customer experiences is the Virgin Mobile app, which, according to our research, is one of the most positive and enjoyable aspects of our services. A rating of 4.8 on Google Play Store tells you everything you need to know about how much people like it. We also have a 4.5 rating on the Apple App Store. However – it always needs improving with new features so that help our customers have a better relationship with our brand and we must work harder to make everything we do in our app intuitive.

To deliver on this further, we decided to release a series of short videos on how to navigate various tasks using the Virgin Mobile app. Things that might not be intuitive to every customer.

Why? Well, firstly we want to help and make things easier and secondly customers told us that they would prefer to solve simple tasks themselves without contacting customer care. We also looked at the feedback our customer service team was receiving and realized that the same questions were coming up time and again. Queries that could simply be explained, saving the customer the time and inconvenience of contacting us, if only they had the content made available to them.

So, we set about prioritizing the incoming queries in order of the volume we received and created some ‘How to’ videos to help our customers out.

Here are some of the videos we’ve created so far:

So, if you’re ever stuck on how to use a particular feature, or what to do, just check out our how-to videos and you’ll have your answer in a jiffy.