.png)
Support teams waste time explaining the same solutions repeatedly through email and chat. Text-based instructions create confusion, lead to multiple back-and-forth exchanges, and slow down resolution times. Video solves this by letting support teams show solutions instead of describing them and build a reusable library of answers.
Here's how support teams are using video to work more efficiently.
Video lets you create once and use repeatedly. Record the answer to a common question once, and share that same video with dozens of customers. No more retyping the same instructions every time someone asks how to reset their password or configure an integration.
Video shows the exact steps. Customers see where to click, what the screen should look like, and what happens next. There's no misinterpretation. They follow along visually and resolve the issue faster.
Videos build a searchable library. Over time, you create a repository of solutions. New support agents reference existing videos instead of asking for help. Your team's knowledge scales without adding headcount.
Troubleshooting technical issues. Walk customers through settings, configurations, and error messages. Show exactly where to click, what to look for, and what the result should be. Visual clarity prevents confusion and gets customers unstuck faster.
Account setup and onboarding. Guide new customers through initial setup processes. Show how to configure integrations, set permissions, or complete first-time tasks. This reduces the "how do I get started?" tickets that flood support queues.
Bug reports and documentation. Instead of customers trying to describe what's happening, they can record a video showing the issue. Support teams see the actual problem, not just a description. This leads to faster diagnosis, better bug reports for the product team, and quicker resolutions.
Building a video knowledge base. Record answers to your top 20 to 30 most common support questions. Organize them by topic or product area. Share links in responses, embed them in help documentation, or offer them as self-service options. This reduces ticket volume because customers find answers on their own. It also helps new support agents get up to speed faster.
Start with your most frequent issues. Identify the questions you answer most often and record those first.
Keep videos short and focused, ideally two to five minutes per topic.
Organize videos by topic so agents can find them quickly.
Update videos when processes change to keep instructions current.
Video eliminates repetitive support work. Your team stops retyping the same instructions. Customers get clear, visual answers. Resolution times drop. Ticket volume decreases as more people find answers independently. And your support team focuses on complex issues that need human attention.
Start small. Pick your top five support questions this week and record video answers. Build from there.
Ready to make your support team more efficient? Tools like Castify make it easy to record, organize, and share support videos.
