Using Loom to Improve Your Client Experience
It’s no secret that one of my main goals here at Lemon and the Sea is to make websites less scary for my clients. I’ve heard from so many people over that past five years in business that they’re afraid to touch their websites in case they break something or that working with a designer is intimidating because they don’t know what to expect.
That’s why it’s so important to me to make both aspects of websites- design and maintenance - understandable and approachable. Yes, I use lots of CSS and custom elements, but I also strive to make it simple for clients to take control after a website is completed and have confidence knowing that they can change and adjust things as needed.
I accomplish that - both during the design process and after a project is complete - through videos. Lots and lots of videos. And I’ve found the best tool for the job is one that’s easy to use - Loom.
Using Videos in Your Business
My clients can attest to the fact that they receive lots of videos from me while we’re working together. In fact, many steps in my process use videos to go over what to expect and how we’ll work together.
Here are some of the ways that you can use video for your own business:
Tutorials - by recording tutorial videos, you can give clients the ability to know exactly how to do something by watching you do it step-by-step. It’s much easier to record a process and talk through the steps as you go than it is to type it all out, so this is a win-win.
Video Library - if you have topics you like to cover or want to create a library of tutorials, video can be a great tool to share with your clients. I have a tutorial library for both Squarespace and Showit that includes the main types of edits someone might want to make to their website. These are general enough that I can share the same videos with all my clients.
Reveals - I love recording design reveals on video. This not only allows me to share the design with my client, but is also a great way to walk them through why I’ve made the decisions that I have. I can also show them how things actually work - like hovering over buttons or loading more images - and talk about things that will come once we’re in the development phase.
Welcome and process - as part of my updated design process, I include a lot of on-boarding through Asana. This allows my clients to see exactly what’s coming up and when to expect different steps. As part of this, I include a welcome video and how-to videos about all the tools we use.
Review videos - I occasionally offer free video website reviews where I walk through a website on video and share my feedback and advice. Video makes this easy because you can see exactly what I’m talking about as I go.
Why Loom
So why do I use Loom for all of these videos instead of recording another way?
I actually used to record all my videos through Zoom, but it was a pain. I would have to start the video, hit record, go through everything, then download the video and find somewhere to host it so that it could be shared. And because the file sizes were so big, they were slow to load for my clients.
When I was introduced to switched to Loom, I switched and haven’t looked back.
It’s easy to use - Loom has a Chrome extension that you can install so that it’s easy to start a new video anytime.
Storage - Loom stores your videos and automatically gives you a shareable link, so I no longer have to download and store videos myself.
Embeds on Squarespace - this was huge for me because I used to have to upload videos to YouTube in order to embed them on a Squarespace page, but now I can use the Loom link to embed a video.
Settings - you can choose to show your face on your video, just include a photo, or have it turned off all together. You can also choose which screen to share, set up a countdown, and more.
How I Stay Organized
If you decide to use Loom, it’s important to stay organized because you’ll quickly create more videos than you want to scroll through.
I have a folder for each client and label every video with the client’s website and a title for the tutorial (Lemon and the Sea | Adding a Blog Post).
For non-client videos, I try to keep labeled folders and title each video so I know what’s included. This is especially helpful when recording for my tutorial library where the videos are shared with all my clients.
Loom Plans
Loom offers a free plan that includes 100 videos of up to 5 minutes long, but if you need longer videos, you can upgrade to the Business plan for $10 per month. The Business plan also includes unlimited videos, a video drawing tool, calls-to-action buttons, and allows you to use your own branding instead of the Loom logo.
If you think that using video could help you better serve your clients, check out Loom and see what the best option is for your business!
