How to Use Customer Service Videos for Your Product

Shreelekha Singh
June 9, 2023
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You’ve just signed up on ClickUp, but the interface looks complicated. You’re stuck, unsure of how to navigate the tool.

The good news: instead of a long email thread or a drawn-out phone call, you can watch short, engaging videos to answer any question. You're back on track in minutes, not hours.

This is the power of customer service videos.

Videos are highly effective, but underrated for SaaS customer support. 72% of customers said they’d rather learn about a product or service by way of video.

But customer support teams face multiple constraints when making these videos—be it time limitations, technical complexities, effort commitment, or costs. If these challenges have held you back from creating videos for customer support, this guide is a must-read for you.

We'll explore seven top use cases for customer service videos, complete with examples and practical tips you can implement right away.

7 ways to use videos for customer support in SaaS

We spoke to customer support executives across SaaS companies and discovered these seven use cases for customer support videos.

1. Rolling Out the Welcome Mat: New User Onboarding and Setup

Remember the first day at a new job? The struggle to remember everyone's names, the unfamiliar surroundings, the overload of new information? That's exactly how new users feel when they first log into your SaaS product.

But, just like a friendly HR person can make the onboarding process smoother, a well-crafted customer onboarding video can guide new users through the initial setup and help them get started quickly.

Here’s how Lusha shares an onboarding video explaining all the aspects of the welcome screen. You can learn more about the tool or directly jump to your dashboard.

Lusha customer support video

Best practices for creating user onboarding videos

  • Understand your customers' needs and tailor the onboarding experience to meet those needs. Identify their goals, their level of technical expertise, and their expectations from your product.
  • Personalize the onboarding videos to each user's goals by segmenting the experience based on user personas or roles. Use these videos to speed up users’ time to value.
  • Instead of overwhelming users with a long, comprehensive video, break up the onboarding process into smaller, digestible pieces.

2. No More Guesswork: Navigating the Product Interface

Every SaaS product is a new world with its own rules and conventions. For new users, figuring out every feature and its use cases can be time-consuming. That's where video walkthroughs come in.

A product walkthrough video serves as a personal tour guide, helping users navigate your product’s interface and share contextual guidance.

Take a page out of Canva’s book for SaaS product videos. They’ve created several explainer videos for every feature, offering enough context on how to get the best out of the tool. Here’s an example 👇🏻

Best practices for creating product walkthrough videos

  • Instead of showcasing every feature of your product, concentrate on the business outcomes for your users. Highlight how your product solves their problems and adds value to their business.
  • As many as nine active buyers could be involved in a software purchase decision for SMBs. Not all of these would be your end-users, but it’s crucial to address their pain points to show them your product’s potential.
  • Break down the product walkthrough into smaller, digestible pieces. This makes it easier for users to understand and remember the information.

3. Be Your Own Hero: Troubleshooting Issues Asynchronously

We've all been there—stuck with a problem, with no support agent in sight. It's frustrating, to say the least.

But what if there was a way for users to solve their problems on their own, without having to wait for a support agent to be available? That's what self-serve troubleshooting videos are for.

SaaS tutorial videos address common issues and help users solve their problems asynchronously. These videos are 2-3 minutes long and answer specific questions to minimize time-to-resolution and enhance customer experience.

Here’s an example of troubleshooting videos by ProofHub. They host an entire YouTube playlist with 34 customer training videos.

customer support video

Best practices for creating troubleshooting videos

  • Start by clearly defining the problem that the video is addressing. This helps viewers understand if the video is relevant to their issue and sets the context for the solution.
  • Troubleshooting videos should be short and to the point. Avoid unnecessary information and focus on the steps needed to solve the problem. This makes it easier for viewers to follow along and apply the solution.
  • Use visual aids like arrows, highlights, and text annotations to guide viewers through the process. This can help clarify complex steps and ensure viewers are following along correctly.

4. No More Surprises: Explaining Pricing Plans and Billing Issues

Let's face it, nobody likes billing surprises. Misunderstandings about pricing plans and billing issues can lead to conflicts and damage your relationship with your customers.

But with explainer videos, you can clearly communicate different pricing plans and address common billing questions to reduce confusion. Plus, your support reps wouldn’t have to constantly answer the same billing questions.

Here’s an explainer video created for Asana’s pricing plans. It clarifies different features included in each plan.

Best practices for creating pricing explainer videos

  • Answer commonly asked questions related to pricing. Understand their demographics, interests, and pain points to make your explainer videos more relevant and helpful.
  • Remove jargon and complex explanations that only people involved with your industry or product would understand. Make sure your script is clear and understandable to a broad audience.
  • Research shows that viewers are less likely to watch videos longer than two minutes. Keep your video concise and focused on one idea to maintain viewer attention and effectively communicate your pricing structure.

5. Integrate with Ease: Integrating with Third-Party Tools and APIs

If your product integrates with other tools, it's important to guide users through the integration process.

Setting up and managing integrations can be a complex task, and users may need help to get it right. That's where integration videos come in. These videos show users how to set up and manage integrations, making the process easier and less intimidating.

For instance, Pipedrive has created this playlist for all integrations users can use. These short videos give you a quick overview of how to integrate and use each tool with Pipedrive.

customer support videos

Best practices for creating integrations videos

  • Use visuals to demonstrate the integration process. This is more effective than just explaining it verbally. Show the step-by-step process of how the integration works.
  • Start by identifying the pain points that your customers are facing and show how your product integration can solve these issues. This helps viewers understand the value of the integration and how it can benefit them.
  • If your product integration is complex and hard to demonstrate with live-action footage, consider using animation. This can help bring the integration to life and make it easier for viewers to understand.

6. Level Up: Sharing Insights on Advanced Features and Tips

Use videos to highlight new features and improvements. These can be simple screen recordings showing what's changed and how to use the new features.

For more advanced users, getting the most out of your product means diving into its advanced features. But these features can be complex and intimidating. Use customer support videos to explain these features and provide deeper insights for getting the most out of your product.

For example, Filmora has several videos for its advanced features to maximize product usage. Their Master Class playlist is also helpful for anyone to get better at Filmora.

customer service video playlist

7. Teamwork for the Win: Collaborating and Sharing within the Platform

Think back to the first time you were thrown into a group project. Remember the confusion of figuring out everyone's roles, learning new tools, and understanding the project's scope? New users face a similar feeling when they try to invite teammates and explore in-app collaboration features within your product.

With customer service videos explaining collaboration features, you can show users how to communicate with team members and work seamlessly within the app.

Here’s a great example by Atlassian, explaining how to collaborate and engage in Confluence.

How Floik can help you create customer service videos

We understand that content plays a critical role in enhancing the user experience and boosting satisfaction. But creating stellar content, particularly customer support videos, can be an uphill battle.

We designed Floik as an intuitive tool to create stunning customer service videos in minutes. Capture your workflows with a simple screen recording and edit videos seamlessly.
Here’s what you can do to record and finetune videos with Floik
  • Click Mark Animations: Automatically add click mark animations to guide users through your product.
  • Personal Touch: Record your screen and webcam simultaneously to add a personal touch to your videos.
  • Automated Captions: Enhance the viewer experience by adding and editing automated captions.
  • Customized Call-To-Action (CTA): Guide your users through the next steps with a customized CTA banner.
  • Interactive Content: Enable viewers to annotate and leave a comment anywhere on the video, creating an interactive experience.
  • Download Videos: You can download all your videos and upload them to create dedicated YouTube playlists for customer support like the examples we highlighted.

Want to see what an explainer video looks like on Floik? Here’s an example 👇🏻

You can do all this along with the basic functions like trimming and cropping your video. Plus, you can blur details to hide sensitive information and create polished videos for explaining your product.