Vidyard reaches out to customer service agents at Dreamforce

SAN FRANCISCO – Kitchener, Ont.-based Vidyard is deepening its integration with Salesforce at the cloud software vendor’s annual Dreamforce conference, releasing a new tie-in for the Service Cloud.

Founded as a video marketing platform since its start in 2010, VidYard is now looking to branch out and cater to the video needs of other lines of business, says Jeff Gadway, the director of product marketing at Vidyard. Part of the way Vidyard is doing that is making its platform available immediately where its customers work, integrating with marketing software mainstays Eloqua (now owned by Oracle Corp.), Act-On, and HubSpot.

With Salesforce, Vidyard has staked its claim as the only native video platform available to the CRM. That means that users of its existing cloud tie-ins with Salesforce’s Marketing Cloud, Community Cloud, Sales Cloud, Pardot, and Chatter can find, play, embed, and send Vidyard videos without having to leave their Salesforce browser window.

Jeff Gadway, director of product martketing at Vidyard, with mascot Vbot at Dreamforce.
Jeff Gadway, director of product marketing at Vidyard, with mascot Vbot at Dreamforce.

“These are the systems of record that our customers interact with on a daily basis,” Gadway says. “Making video content and analytics accessible through those platforms makes it easier for the customer to use.”

With the new Service Cloud tie-in, now customer support reps will enjoy that same capability. Gadway says about half of Vidyard’s customers are using Salesforce as well.

“We allow support reps to send video from the case in Service Cloud,” he says. “They can choose videos that pertain to the issue the customer is having.”

As well, customers that have the videos answer their needs can close the support ticket from the video window. Reps see if the customers watched the video, and how many times they watched it.

What if you don’t have existing tutorial videos to send out? Vidyard has included a screen recording tool so that reps can make personalized videos whenever they like. Since it’s typical that different customers will have different configurations of their software, Gadway explains, a rep may find they need to create specific video instructions often.

VidYard Service Cloud tie-in

The Service Cloud tie-in is available now on Salesforce, and Vidyard plans to do a marketing push on it later in October. For Vidyard users already integrated with Salesforce, adding the capability will cost $25 USD per user per month, but that fee is reduced if more licences are added.


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Jim Love, Chief Content Officer, IT World Canada

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Brian Jackson
Brian Jackson
Editorial director of IT World Canada. Covering technology as it applies to business users. Multiple COPA award winner and now judge. Paddles a canoe as much as possible.

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