Customer support guides

When a recorded answer beats a written one, building a library of reusable support videos, and making them accessible.

• How to make tutorial videos for your product, one task at a time Customer support · 11 min read

  How to make tutorial videos customers finish: pick one task, write a bullet script, prepare the screen, record, edit only what helps, then caption and publish.

• Knowledge base videos: where they help and how to add them Customer support · 12 min read

  Adding video to a knowledge base: which articles benefit, where to place the embed, why captions and transcripts matter, and how to keep video and text in sync.

• Reusable support videos: build a library your team actually uses Customer support · 12 min read

  How to build a library of reusable support videos: which questions to record, how to name and file them, pair them with saved replies, and keep them current.

• Screen recording accessibility: captions, transcripts, contrast and pace Customer support · 12 min read

  Screen recording accessibility basics: accurate captions, descriptive transcripts, narrating what is on screen, readable contrast, pacing and what WCAG asks.

• Video in customer support: when a recording beats a written reply Customer support · 12 min read

  When video in customer support saves a ticket and when it makes things worse: which tickets to record, how long, what to say, and the reply around it.