In the world of customer success, video tutorials can dramatically reduce the number of support tickets you receive. When your customers can watch clear, concise walkthroughs of your product, they solve problems on their own instead of submitting repetitive questions. According to industry research, video explainers can cut support tickets by 40-60% within 30 days for covered topics. Our software tutorial video services help you achieve this goal and lighten the load on your support team.
How Software Tutorial and Explainer Videos Help
Videos are more engaging than text and allow viewers to retain 65% of the information compared with just 10% from written instructions. By showing customers exactly where to click and what to do, you empower them to self-serve. Video support is available around the clock, so customers can get answers whenever they need them.
Our Process for Cutting Support Requests
- Identify common questions: Collaborate with our team to create a list of your most frequent support requests.
- Create concise tutorials: We produce professional, easy-to-understand videos demonstrating the solutions step by step.
- Publish for self-service: Host the videos on a knowledge base or FAQ page so customers can access them anytime.
- Measure and refine: Track ticket reductions and customer feedback to prioritize future videos.
How to Implement Video Support
Implementing video support is easier than you think. Start by auditing your support tickets to find recurring issues. Script bite-sized videos focused on one topic at a time. Use clear narration or on-screen text to guide viewers, and embed the finished videos into your support flows. Finally, track performance metrics such as ticket volume and resolution time to optimize your video library.
Frequently Asked Questions
Why should we use video tutorials to reduce support requests?
Video explainer tutorials empower customers to solve problems themselves. They can cut support tickets by up to 40-60% because they provide clear, visual instructions that eliminate confusion.
What topics should our videos cover?
Focus on the most common or confusing tasks your customers face, such as account setup, password resets, navigation and key product features. Each video should address a single issue.
How long should a tutorial video be?
Aim for concise micro-lessons between two and three minutes. Short, focused videos hold viewers' attention and are easier to digest.
Where should we host these videos?
Place them in your knowledge base, FAQ page or embed them directly within your product. Providing easy access encourages customers to use the videos instead of contacting support.