How-To Videos for Customer Support: Which to Make First

Short answer

Start with the five questions your support team answers most that are easier to show than to describe, such as setup, resets and part replacements. Make a short video for each (usually under two minutes), put it in the help article that answers the same question, add it to your support reply templates, and link it from the product with a QR code. Then check whether those questions go down.

Choose the questions worth a video

Export a month of support tickets and tag them by topic. Good video candidates are questions that:

come up every week,
take several messages to resolve in writing,
involve a physical action or a sequence of screens,
have one correct answer that will not change next month.

Questions that depend on the customer's account or order (refunds, delivery dates) are not video topics.

Make each video one answer

A support video answers one question. Name it after the question as the customer writes it ("My blender will not start"), open with the fix, and keep it short. If the fix has a check ("the light should turn green"), show it. For assembly and installation questions, the answer is often already in the manual; Manual to Video can turn those manual pages into a film you can send in a reply.

Put it where the question starts

Help centre: embed the video at the top of the article that answers the same question, with the written steps below it.
Reply templates: add the link to the saved reply your agents already use.
The product and packaging: a QR code next to the part that causes the question.
Order emails: a "getting started" video in the shipping confirmation, before the question arises.

Measure whether it worked

Before publishing, note how many tickets per week each question gets. After a month, compare. Also watch how many replies a ticket needs and the customer satisfaction score on tickets where the video was sent. Keep the videos that move the numbers and fix the ones that do not; often the problem is a missing step.

Support video planner

QUESTION (as customers write it) TICKETS/WEEK SHOWABLE? VIDEO LINK AFTER 30 DAYS 1. ______________________________ ____ yes / no ________ ____ 2. ______________________________ ____ yes / no ________ ____ 3. ______________________________ ____ yes / no ________ ____ 4. ______________________________ ____ yes / no ________ ____ 5. ______________________________ ____ yes / no ________ ____ Placed in: [ ] help article [ ] reply template [ ] QR on product [ ] order email

Select the text and copy it into your own document.

Questions people ask

Do how-to videos reduce support tickets?

They can, for questions that are easier to show than to explain, such as setup, resets and part replacements. Measure ticket volume per question before and after publishing to see the effect for your products.

How long should a customer support video be?

Usually under two minutes. It answers one question, opens with the fix and ends with how to check it worked.

Who should make support videos?

The support team knows the questions and the words customers use, so they should choose topics and review the scripts, even if someone else produces the videos.