How to Create Training Videos to Level Up Your Customer Service

Shreelekha Singh
July 5, 2023
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How would you feel in a foreign city, asking for directions, and somebody handed you a snooze-worthy 10-page document to find your way around?

Angry? Frustrated? Ready to throw a punch?

Okay, that last one might be a stretch, but users share the same feelings of frustration when all they need is a quick answer, but instead, they get a long, boring help article in return. Or worse, a 40-minute-long training webinar.

Instead of pushing your users to their limits with these outdated methods, SaaS teams are increasingly using training videos for on-demand user support.

In this guide, we’ll help you answer how to create training videos for your users without hassle. But first, let's look at the biggest reasons why you need training videos for customer service.

Why do you need customer service training videos?

We get it; creating training videos can seem like too much work. But before we give away a powerful solution to do all this heavy lifting quickly, let's look at five crucial reasons why you should create training videos for customer service in the first place.

1. Efficient Knowledge Transfer: The Power of Visual Learning

Training videos allow you to demonstrate the use of your software in a visual and engaging way. By using training videos, you can cater to a majority of visual learners and make it easier for your customers to understand/retain the information. Make sure your videos are clear and concise and cover all the necessary features of your software.

⚡Pro Tip: Use screen recording tools to capture the process of using your software. Highlight the key features that your users should be familiar with.

2. Scaling Customer Service: Quality and Quantity Hand-in-Hand

As your user base grows, so does the demand for customer support. Training videos allow you to scale your customer service efforts without compromising quality. They provide consistency in delivering end-user support and can be accessed by any number of team members, anywhere, anytime.

⚡Pro Tip: Create a comprehensive library of training videos. Regularly update this library as your software evolves.

3. Enhancing Customer Experience: Support That Goes the Extra Mile

Training videos can help your CS team offer better support to new and existing users. By having a deep understanding of the product, they can resolve issues more efficiently and share accurate information. The result? Higher customer satisfaction and loyalty.

⚡Pro Tip: Encourage your customer service team to regularly revisit the training videos to refresh their knowledge and stay updated with any new features or updates.

4. Cost-Effective User Education: Saving Time and Resources

Investing in training videos pays off in the long run. You can use these videos repeatedly, saving the time and resources that you’d otherwise spend on live training sessions or answering repetitive queries. Plus, these videos can easily reach a larger audience at no additional cost.

⚡Pro Tip: Invest in good quality video production and a powerful tool to create these videos. While it might seem costly upfront, the long-term benefits will outweigh these costs.

5. Self-Paced Learning: Catering to Individual Needs

Everyone learns at their own pace, and training videos help your users follow their own speed to understand your product inside out. They can pause, rewind, and rewatch the videos as many times as they need, then navigate the tool seamlessly.

⚡Pro Tip: Make your training videos easily accessible. Organize them in a logical order so that users can follow along and progress at their own pace.

How to effortlessly create training videos using Floik

Making training videos for your users is no cakewalk. From sourcing the right topics for these videos and writing a script to create + edit a polished video, the whole process is as tedious as it gets.

That’s why we built Floik to create SaaS explainer videos in seconds without the hassle of jumping from one tool to another for fine-tuning your draft.

You have to capture your product in action, and Floik will automatically convert the screen recording into an editable video. The best part: you can blur confidential details on your screen before you even start recording—so no sensitive data is captured.

Floik product interface

Once your recording is ready, you can:

  • Crop your screen to delete the unnecessary details
  • Trim your video’s length to cut it from the start or end
  • Automatically transcribe the audio and generate subtitles
  • Edit the auto-generated subtitles to communicate the correct details
  • Insert a customized CTA at the end of the video to redirect viewers
  • Quickly convert the video into a step-by-step guide or an interactive demo

When you’re happy with all the edits, publish the video and embed it anywhere. Or download it to share via other channels.

Here’s a training video example created for Mailchimp using Floik:

🍿Watch this quick video to learn more about how you can create a training video using Floik.

Are your training videos impactful enough?

Use this handy checklist to see if your product training videos will land well with the users or not:

☑️ Keep it Clear and Snappy: Ditch the jargon. Make your message straightforward and easy to grasp.
☑️ Make it Interactive: Use animations or quizzes to keep viewers hooked.
☑️ Stay Hands-on: Ensure your content matches the viewer's needs and offers practical, ready-to-use knowledge.
☑️ Keep it Short: Don't let your video drag on. Break complex topics into bite-sized, easy-to-digest segments.
☑️ Show, Don't Tell: Use real-life examples or demos to illustrate your product or service in action.
☑️ Stay on Brand: Make sure your video vibes with your brand's tone, style, and visuals.
☑️ Make it Accessible: Include features like closed captions or transcripts to ensure everyone can benefit.
☑️ End with a Bang: Wrap up with a clear call to action, guiding viewers on what to do next.

When to use training videos for customer support?

Want to create customer training videos but don't know where to start? Here are five crucial use cases for SaaS training videos. Let’s break down each one of them.

1. Addressing Common Customer Queries

Training videos can be a powerful tool for addressing common customer queries. They can serve as a comprehensive knowledge base, providing customers with immediate answers to their questions. This not only enhances the customer experience but also reduces the load on your support team.

How to make a training video for addressing common queries

  • Use Real Scenarios: Use real-life customer queries to make the video more relatable and effective.
  • Keep it Simple: Explain solutions in a simple, step-by-step manner to ensure easy understanding.
  • Include FAQs: Include a section addressing frequently asked questions to cover a wider range of queries.

For instance, we created this training video to explain the steps for embedding a YouTube video on Mailchimp.

2. Preemptive Support for Known Issues

If there are known issues that customers may encounter, preemptive support in the form of training videos can be very helpful. These videos can guide customers through the process of troubleshooting and resolving these issues on their own.

How to make a training video for preemptive support

  • Highlight Known Issues: Start by acknowledging the known issues to set the context.
  • Provide Clear Solutions: Give users more clarity on why this issue happened and what they can do to prevent it.
  • Offer Alternative Solutions: If possible, offer alternative solutions or workarounds for the issues.

3. New Feature Launches

When launching a new product or feature, training videos can help customers understand how to use it. These videos can provide a visual demonstration of the product or feature in action, making it easier for customers to understand its functionality and benefits.

How to make a training video for new feature launches

  • Demonstrate the Use: Show how to use the new product or feature in real-life scenarios.
  • Highlight Benefits: Highlight the benefits and improvements over previous versions or competitors.
  • Include a Q&A Section: Anticipate questions users may have about the new product or feature and address them.

We created this tutorial video to guide users through Floik's text-to-speech feature. It shows them the steps to use it and the final output as well. The best part? Viewers can leave a comment and ask questions/doubts if they want to know more.

💡 Want to create something similar for your new feature releases? Try Floik!

4. Post-Mortem of Service Issues

After resolving a major service issue, a post-mortem training video can be used to explain what went wrong, how it was fixed, and what steps are being taken to prevent similar issues in the future. This can help to rebuild trust with customers and show them that you are committed to improving your service.

What’s more, it also helps in documenting all knowledge for your CS team to work seamlessly the next time an issue arises.

How to make a training video for post-mortem of service issues

  • Be Transparent: Clearly explain what went wrong and why.
  • Discuss the Resolution: Discuss how the issue was resolved and the steps taken to prevent it from happening again.
  • Reassure Customers: Reassure customers about your commitment to providing reliable service.

5. Policy or Procedure Changes

If there are changes to your product policies or procedures that affect customers, create training videos to explain these changes. Give them complete clarity and answer their doubts to ensure that users are fully aware of how these changes will impact them.

You can also use these videos to communicate the motivation or intent behind these changes. This helps in avoiding churn after a major change in your policies.

How to make a training video for policy or procedure changes

  • Explain the Changes: Create a video clearly demonstrating how the new policy or procedure will work.
  • Highlight the Impact: Include insights about why the changes are being made and how they will benefit customers.
  • Provide Resources: Provide resources for further information or support regarding the changes.

Here’s a great example of how to communicate policy changes via a video:

6. Advanced Tutorials

For customers who want to get the most out of your product or service, advanced tutorial videos can provide in-depth information and instructions. These videos can cover more complex features or uses of your product or service, helping customers to use it to its full potential.

How to make a training video for advanced tutorials

  • Break Down Complex Topics: Break down complex topics into smaller, manageable sections.
  • Use Visual Aids: Use diagrams, charts, and other visual aids to explain complex concepts.
  • Include Practical Examples: Include practical examples to demonstrate the application of the concepts.

Here’s a great example of an advanced tutorial video by Asana:

Create training videos in minutes minus the hassle

That’s a wrap on our guide for creating effective training videos. And one thing’s clear: a good customer training video isn’t about high-budget productions or technical jargon. It's about understanding your customers, their needs, and delivering value in a digestible format.

Consider every video as an opportunity to deepen your customer relationships, unlock your product's potential, and drive your business forward. Sign up on Floik to make these videos in seconds and share them anywhere!