How Businesses Can Use Podcasts to Enhance Customer Support in 2025

In a world where 24/7 customer service is expected, businesses are turning to podcasts—both audio and video—as a scalable, engaging way to enhance support, answer common questions, and build deeper customer loyalty.

With over 70% of consumers preferring self-service options before contacting support (Salesforce State of the Connected Customer Report, 2024), podcasts offer a cost-effective, on-demand way to guide users, reduce support tickets, and improve the overall customer experience.

📈 The Rise of Podcasting in Customer Service

• 36% of businesses now use podcasts or audio messaging in their customer support strategy (up from 18% in 2021)

• 51% of Gen Z and Millennials prefer audio/video explanations over traditional FAQ pages

• Podcasts reduce support volume by up to 20% when integrated into help centers (Zendesk Benchmark Report, 2024)

🎙️ 1. Turn FAQs Into Engaging Audio Answers

Instead of long blocks of text, transform your FAQ section into on-demand audio episodes, each answering one frequently asked question. This approach:

• Helps auditory learners and visually impaired users

• Provides clearer, more detailed explanations

• Builds trust by putting a real voice behind the brand

🧠 Tip: Add a "🎧 Listen to this answer" button beside each FAQ question with a link to the relevant podcast clip.

Case Study:
E-commerce brand BarkBox added short FAQ audio segments to its help center, resulting in a 17% drop in customer support tickets within the first 60 days.

🚚 2. Create a Shipping & Returns Podcast Series

Shipping is one of the most common sources of support inquiries. Instead of repeatedly answering the same questions, publish a dedicated "Shipping & Returns" podcast episode that covers:

• Carrier timelines

• Tracking tools

• Handling delays

• Return/exchange policies

Case Study:
Home goods brand Made Trade embedded a shipping podcast in its order confirmation emails, which led to a 22% reduction in “Where’s my order?” inquiries and increased post-purchase satisfaction scores.

💌 3. Integrate Podcasts With Your Email Marketing

Podcasting doesn’t need to be a standalone channel. Include audio links or exclusive episodes in your email campaigns and customer newsletters.

🎯 Ideas:

• Offer exclusive discounts to podcast listeners

• Announce new product drops via audio before the general public

• Include a “🎧 Listen to What’s New” section in your monthly email

Stat: Emails that include podcast content generate 27% higher click-through rates than text-only emails (Mailchimp 2024 Data Report).

🌟 4. Highlight Real Customers in Your Podcast

Feature a “Customer of the Month” segment that:

• Reads real customer testimonials (with initials only)

• Offers a discount or gift card for participating

• Encourages broader community engagement and feedback

Case Study:
Subscription box service FabFitFun launched a customer spotlight podcast. The series contributed to a 13% increase in social media mentions and reduced churn by 9% over two quarters.

🎥 5. Use Video Podcasts for Product Support and Demos

For businesses selling products that involve setup, operation, or troubleshooting, video podcasts serve as powerful visual guides. These can live on:

• Your website’s help center

• YouTube channels

• Product landing pages

• Post-purchase emails

📹 Video Podcast Use Cases:

• Unboxing and installation walkthroughs

• Live demos and feature tutorials

• Troubleshooting and maintenance steps

Case Study:
DIY tools brand Dremel created a series of tutorial video podcasts showing tool usage and assembly. These videos led to a 30% drop in customer service calls related to setup confusion.

🎧 6. Collect Feedback and Improve Over Time

To ensure podcasts are actually helping your customers:

• Add “Did this help?” buttons or quick polls after podcast links

• Encourage feedback in the comments or via surveys

• Use analytics tools (Spotify for Podcasters, YouTube Studio, or Chartable) to monitor:

  • Drop-off points

  • Episode completions

  • Popular topics

🧠 7. Future-Proof Support with On-Demand Knowledge

As customer expectations continue to shift toward autonomous, round-the-clock solutions, podcasts offer businesses a way to:

• Scale support without adding staff

• Reduce operational costs

• Provide a personal and branded experience

By allowing users to self-serve through engaging, branded audio/video content, businesses become not just more efficient—but more human.

🔚 Conclusion: Support Is Evolving—Your Brand Should Too

From onboarding to troubleshooting, podcasts are a powerful supplement to your customer support strategy. Whether in audio or video form, they help businesses meet customer needs faster, reduce support costs, and build brand loyalty in a competitive landscape.