Improving customer experiencethrough explainer videos
Powershop

The Brief:

Powershop asked us to develop a better way to explain how to use their products in response to  customer feedback and improve the overall customer experience.

The Idea:

We decided that the video series needed a visual identity of its own, so we developed a series name and sub-brand. ‘Power Pointers’ was born: a place for quick, helpful hints rather than lengthy guides. The content is served to customers at a point of frustration, so the scripting was intentionally positive without being patronising. The animation style, VO and sound design all kept things light-hearted, and the pacing was tested to find the goldilocks zone – ensuring customers wouldn’t miss key info, or get bored and lose interest.

What We Did:

Strategy
Creative
Design
Production
Animation

The Results:

The Powershop NPS score has risen by multiple points. Powershop customers are happy, which makes Powershop happy.

Their Customer Service staff can use the videos to quickly and easily explain complex topics, freeing them up for other vital interactions – exactly the end goal we were briefed on. We’re currently 8 videos into the series, and there’s more to come.

Improving customer experience through explainer videos

Powershop

Brief:

Powershop asked us to develop a better way to explain how to use their products in response to  customer feedback and improve the overall customer experience.

Idea:

We decided that the video series needed a visual identity of its own, so we developed a series name and sub-brand. ‘Power Pointers’ was born: a place for quick, helpful hints rather than lengthy guides. The content is served to customers at a point of frustration, so the scripting was intentionally positive without being patronising. The animation style, VO and sound design all kept things light-hearted, and the pacing was tested to find the goldilocks zone – ensuring customers wouldn’t miss key info, or get bored and lose interest.

We did:

Strategy
Creative
Design
Production
Animation

Results:

The Powershop NPS score has risen by multiple points. Powershop customers are happy, which makes Powershop happy.

Their Customer Service staff can use the videos to quickly and easily explain complex topics, freeing them up for other vital interactions – exactly the end goal we were briefed on. We’re currently 8 videos into the series, and there’s more to come.