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  • Alex P

How to send a video message by email

Updated: Feb 7, 2023

Why send a thank you video via email?

Video emails have higher open rates and are more likely to get a response than their text-based counterparts.

In fact CX Video on average sees 90%+ open rates and often 80% click-through rates on their video emails - that's pretty good engagement!

Why is it hard to send video via email?

Recording a video is only half the challenge - the bigger question is, how do you get it into email?

Here is what makes sending video hard over email:

  • Uploading - how does the video get uploaded from where you recorded it into an email?

  • Large attachments - videos cannot be sent as attachments, as they will hit email filters, impacting your email deliverability rates.

  • The time required to construct and send each email - manually attaching a video to an email takes time, plus of course writing the email. Automation here is key.

  • Streaming quality - your customers all have different levels of bandwidth. Videos need to be streamed in a format called "adaptive bit rate", to ensure they can be watched irrespective of the bandwidth available to your customer.

  • Branding - to maximise open rates, Videos need to be branded and ideally watermarked, so your customer knows that it is authentic and intended for them.

  • Minimising research time - the biggest time waster when recording a video is not actually recording it (most videos sent through CX Video are less than a minute or two). What takes time is figuring out what to say, so ideally you need a tool that prompts you with everything you need to know.

  • Compatibility - there are a few major formats of video, and not all work on all devices. So before they go to your customer, you need to ensure they are viewable irrespective of their device.

How CX Video makes it easy to send video via email

All these challenges are addressed with CX Video, so let's show you how simple it is to send a video to your customer via email.

Challenge with sending video over email

How CX Video addresses this challenge

Handling uploads

Uploads are sent directly from your mobile device to the CX Video processing servers, where it is then processed and sent to your customer. There is no need to try and "attach" the video to an email you intend to send.

Large attachments & spam filtering

A thumbnail image of your video is automatically generated and included in the email. Customers simply click the thumbnail to watch your video in any web browser.

This method bypasses email filters, maximising email deliverability rates.

Time required

End to end automation: simply record yourself and hit send. CX Video embeds your video in an email, with no typing or extra effort required.

Some Shopify stores are sending 45 videos per hour with a full time staff member using CX Video. Put another way, that's about 80,000 amazing customer experiences delivered every year for the cost of a full time employee.

That's not bad considering the response rates are significantly higher than email marketing tools!

Streaming quality

Every video uploaded is converted into a "Stream" - similar to how you watch YouTube or Netflix, but private.

Our streaming platform automatically adjusts to your customers available bandwidth, ensuring they can watch your video no matter what speed their internet connection is.


To ensure your videos are on brand, CX Video puts a huge effort into your customer experience (hence the name, CX).

Every video is watermarked with your logo, and every video is embedded in a landing page that closely matches your web site. This way you can guarantee a professional and on-brand customer experience every time.

Minimising research time

Recording a thank-you video for each of your customers can only be done if you know what you need to say, without having to spend time researching.

The mobile app we provide (iOS and Android) includes everything you need to know about their purchase thanks to our tight relationship with Shopify.

Talking points include:

- your customers name, email and shipping address

- their lifetime value (CLV)

- the shipping status of their order

- each product they purchased

This way you can make an impactful recording for every customer, without needing to spend time researching.

Just touch the record button and start saying thanks!


The streaming algorithm CX Video uses works with every browser, and across Android and Apple mobile devices.

This ensures the videos you have recorded can be watched by your customers.

Outside of these benefits, CX Video also gives you:

  • auto-assignment of videos to be sent to your employees

  • engagement stats such as email opens and video view counts

  • seamless integration to Shopify

So now that you know sending videos over email to all your Shopify customers is easy. Let's jump into how you can do this.

Send a video through email using CX Video

With CX Video you can record and share video through email instantly.

Simply install CX Video into your Shopify store, and then as you make a sale, the orders flow to the CX Video mobile app.

Step 1: Make a sale on Shopify

Once your sale has processed, all the important details you need to know in order to record a thank-you are sent to your CX Video mobile app (available on iOS & Android).

Image: Once your order has been paid, CX Video will be notified within 2 minutes.

Step 2: Select the order you wish to send a thank-you video to

Once you've logged into the CX Video mobile app, click the "Videos to Send" to see what is in your to-do list.

In the screenshot below, you can see there are four orders allocated. You can prioritize which people to send a video to, by selecting the filters (although based on high engagement rates, we recommend send them all a thank-you).

Let's look at the top order for Alana. She purchased four separate products, has a customer lifetime value of $490, it's her second order, and has been fulfilled.

This looks like a good one, so let's send a video to her now by touching it to load the recording screen.

Step 3: Record your thank you video

Before I take you through this screen, let's look at the icons in the middle.

The red icon in the middle starts the video recording, and the green play icon lets your preview a video you've just created, prior to sending it.

The "bin" icon enables you to skip the recording, and clicking on the yellow icon enables you to see any videos you've previously sent to Alana, and you can watch them again too if you like.

Simply press the red icon to record a video.

To save research time, everything you need to know to send a meaningful thank you to Alana is right here in front of you.

Up the top, we can see the email address this video will be sent to, the order total of $285, Alana's customer lifetime value, and where her wine's going to be delivered.

As we can see what she purchased, we can tell her about how her wine was made, or perhaps some food suggestions to accompany it.

Finally, we can thank her for her second order given she's a return customer.

Step 4: Review & send your video via email

Press the "play" icon on the recording screen to go to the review & send screen, shown below.

At the top and bottom is the branding that will be applied to both the email and landing page when Alana clicks to view the video. You'll notice the CX Video branding in the screenshot below, this can be changed to anything you wish.

You can watch the video you made, alternatively simply press the green icon to send this video.

While your video is uploading you can view the remaining orders you need to send thank-you's for.

If you're in an area with good 4 or 5G coverage we recommend you switch off wifi, as these mobile networks usually enable you to upload faster.

For best results, leave your mobile app open, until your video uploads have completed.

Bonus Step: What your customer sees

Once your video has been uploaded, the task will drop off the list in your mobile app, and within about 30 seconds an email will land in your customer's inbox, inviting them watch your video.

You can see a sample here from Koerner Wine. What you'll notice is the fully branded experience:

  • The Koerner Wine logo shows at the top

  • If the logo is clicked, the viewer is directed to the Koerner Wine web site

  • The footer image is on-brand and from the Koerner web site

You can make your company branding exactly how you like within the Shopify admin console, per the screenshot below.

It's easy to send video messages via email to your customers!

So, as you can see, it's really easy to send one to one video messages to each of your customers.

We're finding these resonate far better than any other marketing activities, particularly when it comes to driving up your repurchase rates, and alongside being quick and easy to record, it's actually quite fun to do too.

You can view the CX Video app listing in the Shopify Marketplace below, and it's a one-click install if you wish to get started. Remember there is a free trial period too!

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