Your customers don’t want to wait—they want answers fast. But how do you deliver quick, clear solutions 24/7 without overwhelming your support team? The answer is simple: customer support videos. These videos help your customers solve problems on their own and give your team more time to focus on complex issues.
In this guide, we’ll show you how to create great customer support videos that are easy to follow, build trust, and keep your customers coming back.
Table of Contents
Why Customer Support Videos Matter
Did you know most customers prefer solving problems themselves? Videos make this easy. They show users exactly what to do, step by step, without needing to call or email support. This saves time for both your customers and your team.
Here’s why support videos are so powerful:
- Faster solutions: Videos give clear answers, fast.
- Less work for your team: Fewer calls and emails mean more time for tough problems.
- Happier customers: People feel confident when they can solve problems on their own.
The Secret to Great Support Videos
What makes a support video work? It’s all about keeping things simple and helpful. Here are the key principles:
- Frictionless Experience: Make the process easy for users to follow.
- Human Touch: Use real people or a friendly voiceover to make it relatable.
- Fast Time to Value: Show quick wins so customers see results fast.
- Interactive Learning: Include examples or questions to keep viewers engaged.
- Control and Certainty: Clearly guide users through every step.
The No-Brainer Template for Support Video Scripts
Not sure how to start? Use this simple template to write your script:
1. Problem/Hook: What Obstacle Is Your Customer Facing?
Begin with the problem your customer is facing.
- Example: “Having trouble resetting your password? Let’s fix that in under two minutes.”
2. Before You Start: Any Background Information Your Customer Needs
Share quick details to prepare your customer.
- Example: “Make sure you have your email address and access to your phone.”
3. Proceed With Steps: Explain What to Do
Walk through the solution step by step. Use visuals to make it even clearer.
- Example:
- 1. Go to the login page and click ‘Forgot Password.’
- 2. Enter your email address and click ‘Send Reset Link.’
- 3. Check your email and follow the link to reset your password.
4. You’re Done!: Show What Completion Looks Like
End by showing what success looks like.
- Example: “Your password is now updated, and you can log in again.”
5. Call to Action: Share Another Resource With Them
Encourage customers to explore more helpful content.
- Example: “Need help with account settings? Watch our next video to learn more.”
Examples of Great Support Videos
Some companies are already making great support videos. Here are a few:
- Square Terminal Setup Videos provides simple, clear steps perfect for new users.
- Trello Tutorials offers engaging visuals that explain task management tools step by step.
- Apple Support Videos features polished, calm tutorials that make even complex tasks feel easy.
Tips for Creating Effective Support Videos
Want your videos to stand out? Follow these tips:
- Use plain language. Skip the jargon.
- Keep it short. Focus on solving one problem per video.
- Add subtitles so everyone can follow along.
- Use clear visuals and smooth transitions.
- Test your videos and update them based on feedback.
How Waking Dreams Can Help
Creating support videos doesn’t have to be hard. At Waking Dreams, we’ve helped start-ups and businesses create videos that work. Our Customer Support Script Template makes it easy to write scripts that are clear, simple, and effective.
Download Your Free Template
Ready to make your support videos? Download our No-Brainer Customer Support Script Template today. It’s free, and it will save you hours of work.
With great support videos, you’ll make your customers happy, lighten your team’s workload, and build trust in your brand. Start creating today!
