Using Loom To Strengthen Customer Engagement

Launched in 2016, Loom is a nifty video recording tool that helps you get your message across through the use of instantly shareable videos. With Loom, you can ditch typing up another lengthy email that doesn’t tone and instead record a video of you and your desktop and send it to your desired recipient. Users can record their screen & camera, the screen only, or camera only, by using either a Chrome extension or the Loom desktop app. The basic account, which is free, allows users to create as many videos as needed.

Having trouble picturing it? How can I explain this in the nerdiest way possible?

Ah. Remember the Howler that Molly Weasley sent Ron after he and Harry stole Mr. Weasley’s Ford Anglia and flew all the way to Hogwarts? Instead of an angry letter, he received a letter that literally howled at him with Mrs. Weasley’s voice. Loom is a bit like that, but much more pleasant.

While Loom is mostly used for internal communications, there are ways that it can be used to strengthen your brand. Take a look below at how Loom can help your brand shine.

Customer How-To Tutorials

One way to strengthen your brand in the eyes of your consumers is through video tutorials or demonstrations. In 2019, Wyzowl gathered data from over 324,000 videos and found that when both text and video are available to consumers on the same page, 72 percent of them would prefer to watch the video to learn about a product or service. By making video tutorials, you are establishing yourself as a leader in your field and increases the trust your audience places in your brand.

Let’s say you’re onboarding a new client who is excited to start using your new online platform. Instead of figuring out the date and time that best works for everyone, especially if you are working with different time zones and schedules, you can quickly record a video walking them through the process to help get them started. Your client will appreciate a personalized video focusing on their unique needs, rather than receiving a link to the FAQ section of your website, a list of instructions, or the same video sent to other clients.

Your video can be as short as a few minutes or as long as you’d like! For an extra level of security, you can add a password to your video. Pro Loom users have the ability to enable custom access for specific people who have been invited to view your video.

Addressing Customer Concerns

According to a paper in the journal Behavior and Information Technology, “the use of emoji faces in computer-mediated communication produces neural responses that are similar to those that are observed in face-to-face communication.” If we can trick our brains into feeling good when we see an emoji in an email, imagine what it would do when it saw the real thing!

Face-to-face communications are essential for human happiness and connection, and it helps convey tone. In the last decade, we’ve become desensitized during customer service interactions thanks to poor past experiences and dealing with auto-replies from robots. Adding an empathetic face to the name addressing a concern helps de-escalate the conversation between a frustrated customer and the customer service representative.

Additionally, a customer sending a screenshot or email explaining an issue with your program might not be able to capture every aspect of the situation. By recording their screen and explaining what they’re seeing, you’ll be able to quickly assess the issue and record yourself walking and talking through a solution.

Engage With Your Audience

We recently shared a blog post about the benefits of marketing your business using Facebook groups and how it strengthens the relationship between your brand and your target demographic. These intimate forums, where a like-minded audience is sharing their thoughts, experiences, and questions surrounding your brand, service, or product are the perfect place to gather consumer insight and test ideas on your existing customers.

Consider creating a secret Facebook group and invite some of your most loyal members and customers to discuss new ideas you’re thinking about implementing to your business and then gather their feedback. You could do this by recording your screen and highlighting new features or additions on your website and explaining why those changes have been implemented. With Loom, you are able to share a link to your video or download it and share it on your Facebook group. This tactic allows you to test your market before launching an addition or new feature and helps you collect honest feedback from your audience.

Build A Strong Internal Brand

As you’re well aware, branding is the way your company appears to your external audience. Things like the logo, your website, and your messaging are what helps your brand stand out from the competition. But really, your team is the core of your brand. Your employees have to feel a connection for the brand they work for in order to authentically sell your product or service. Internal branding ensures that your team, a.k.a. your brand ambassadors, understand and believe in the company mission, representing your brand values.

On their website, Loom shared how the program has enabled their team to be in sync with each other, allowing them to find better ways to work together and remain on the same page. The team at Looms uses the program for making introductions, recruiting, onboarding new employees, sharing feedback, project management, remote work, and more.

A strong internal brand is the backbone that strengthens your brand’s external efforts, bringing brand values to life. As you develop your company’s identity, reinforcing your internal branding can have positive, long-term effects, ensuring everyone champions company values and promises.

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