Webvideos team up BT / Sony on Go! Messenger project.

Written By Andy Woodruff
Thuesday 11th March 2008

When British Telecommunications and Sony Computer Entertainment Europe joined forces to launch Go!Messenger - they turned to WebVideos to povide a series of online video tutorials for customer service to support their customers.

Go!Messenger is a free downloadable application to the PSP (PlayStation®Portable) that allows connected users to stay in touch with FREE voice and video calls on their PSP.

WebVideos provided consultancy and video production to create a series of 15 'how to' videos that guide their viewers through the setting up process and how to use the various services and features.

BT had two objectives:

• To provide outstanding customer service.
• To show users how to enjoy all the services available and so encourage their usage and commitment to Go!Messenger.

BT and Webvideos worked together to devise the structure and content of each web based tutorial video. There were two considerations that guided this thinking.

• The customer journey. How would users arrive at the videos? The videos had to be considered as a collective whole to be accessed from one web page as well as standalone pieces.

• The customer experience. Go!Messenger is intuitive and easy to use and the final outcome of the web based videos had to reflect this.

The result was a custom built webpage and web based flash video player where all the videos can be selected and watched. The menu has a short description and below each video there is accompanying text that the viewer can print off if that suits them. It's all about good customer service.

Since launch Go!Messenger has been a phenomenal success and exceeded all targets. The online videos have met all expectations. Customer queries received through the online help facility (which was also provided by WebVideos) have been negligible.