A growing trend in customer support is helping companies reduce support tickets by 30% or more—explainer videos. Research shows that 72% of customers now prefer learning about products and services through video, marking a significant shift in how information is consumed. This trend is proving particularly effective in the realm of customer support, where clarity and speed are crucial.
Explainer videos, which are short, focused, and visual, are fast becoming an essential tool for businesses looking to improve efficiency and customer satisfaction. Instead of wading through lengthy help articles or waiting on hold, customers can now watch concise videos that guide them through solutions to common problems.
Catalyst Agency, which specialises in developing explainer videos for businesses, reports that clients who incorporate these videos into their customer support strategy see a sharp drop in repetitive queries. In many cases, businesses have seen a 30% reduction in support tickets, allowing support teams to focus on more complex cases.
“Explainer videos work because they’re quick, easy, and visual. They solve specific problems without wasting time,” said a spokesperson from Catalyst Agency. “Imagine a customer struggling with a complex feature of a product. Instead of sending emails or waiting for phone support, they can watch a two-minute video that walks them through the solution step by step. It’s faster, more engaging, and much more likely to resolve the issue the first time.”
The efficiency benefits are significant. By handling common queries with explainer videos, companies can lighten the load on support teams. Instead of being bogged down with repetitive questions, support staff can focus on higher-priority, more complex issues. This not only speeds up resolutions for customers but also enhances the productivity of the support team.
According to Catalyst Agency, the key to effective explainer videos lies in their structure. A good video is concise, clear, and targeted at solving a specific issue. “The most effective explainer videos address one problem at a time,” the agency explained. “Customers want clear, direct information, without unnecessary jargon. By showing the solution step-by-step with visual aids and a professional voiceover, businesses can cut through confusion and provide the help customers need without delay.”
Additionally, accessibility plays a crucial role. Videos should include captions for customers who may not be able to use sound, and the format must be easy to navigate for those who may need to replay specific sections.
Catalyst Agency also stresses the importance of keeping video content up to date. As products evolve and features change, businesses must regularly review and update their explainer videos to avoid confusing customers with outdated information.
While the initial cost of producing high-quality explainer videos can be an investment, the long-term benefits are clear. Once created, these videos work around the clock, answering customer questions without the need for additional staff time.
“At Catalyst Agency, we’ve seen firsthand how explainer videos can transform customer support,” the spokesperson added. “It’s not just about reducing support tickets; it’s about improving the entire support system. When your team isn’t tied up with repetitive questions, they can focus on driving innovation and tackling deeper issues, ultimately leading to better customer experiences.”
With the demand for quick and easy solutions continuing to grow, businesses are increasingly turning to explainer videos as an effective way to improve support efficiency and keep customers satisfied.
