Say goodbye to frustrated FAQs: how animated videos make customer support 5x faster

Did you know that some companies consider incorporating videos into their customer support database? While many projects are exploring AI chatbot options, others are realizing the powerful potential of animation to revolutionize the way we help customers.

The demand for customer support is crazy. Thousands of projects around the world expand and create new teams on the other Geo, and timezones.

What do they do? Right, hire new people and constantly expand their teams. Not everything goes well, though. Long onboards, slow answers, often inaccurate information that confuses people. You can solve that by training more people. Yet, the level of burnout in customer support is immense. 

So, why animation, then? Here are a few reasons: 

• A short video is always precise and more than illustrative: it shows HOW to solve a problem;
• Easy to get; 
• More preferred by people according to stats; 
• Saves time on unnecessary interactions; 
• Engaging. 

Let’s figure out why animated video in customer support – is a timely decision that increases the quality of your services and boosts customer loyalty. Read on!

What is Customer Support Video? 

Let’s start with definitions. A customer support video is a type of content made to help customers. It shows solutions to common problems, explains product features, or gives step-by-step guides, all in a video. It could be a great booster to the common “contact me with your customer support” issues. 

These videos work well because they use both pictures and sound. This makes it simpler for people to grasp and remember information. It makes customers happier and lessens the work for your support team. Besides, it can be a great way to provide your customer support team empower with answers that perfectly explain everything they have to do. 

Advantages of Video For Customer Support Services 

When it comes to the benefits of animation for customer support, the main one is very easy: people don’t have to chat and interpret the answers. Animation video simplifies whatever has to be simplified and gives it in the ready-to-apply way. 

It is Faster

Yes, customer support videos really are 5x faster than traditional customer support methods. Why? Well, imagine you reaching out to ask a question. You wait. Then you describe your problem. You wait for the answer.

You get it, you try to apply it.  Meanwhile, the video shows you how to do something step-by-step, and all you have to do is repeat it. 

Texting vs Showing

Let’s face it, wading through dense text walls is about as appealing as navigating a maze blindfolded. Animation injects a dose of playful fun into support interactions, making them engaging and even enjoyable.

We used to associate support with talks, but what if you give a customer a video – short and detailed, step-by-step to solve an issue? 

Language Problem

Many companies hire people who supposedly speak a few languages. Yet, the immediate response… isn’t that good. Forget the Babel Tower of support languages!

Animation transcends linguistic barriers, speaking the universal language of visuals and emotions. No need for expensive translations or regional teams – a single animated explainer can reach diverse audiences around the world, saving you time and resources.

Reduced Support Price

Animated explainer videos can serve as a potent self-service tool, addressing common questions and issues proactively. This can decrease reliance on traditional support channels, freeing up agent time for complex inquiries and personalized assistance. This, in turn, can lead to reduced resource allocation and potential cost savings.

24/7 Availability and Consistency

Unlike human agents, animated explainer videos are always available, offering consistent support at any time of day or night. This ensures immediate access to information and guidance for customers, enhancing overall convenience and satisfaction.

Top Customer Support Video Examples

We are going to list some examples of excellent animation videos. Yet, in order to make videos that are more fitting for customer support, consider other shapes and formats. 

Slack 

The classic example of how to use a customer support video to explain certain features or a product. This video shows very carefully each step you need to take in order to use their special features.  

OX or How To Explain “What is This Product About”

When it comes to FAQ, people need to know what is that you created. You can use a traditional approach and write a few lines or create a video.

Like in this example:it combines real-life video and 3D characters. And it makes abstract topics very, very easy to get.  

Metamask 

Animated elements can effectively illustrate complex concepts and workflows, leading to improved understanding and reduced customer frustration.

Difficult-to-grasp features or processes become visually demystified, empowering customers to self-solve and achieve their goals. So, Metamask is surely hard to get. As some of its features. Unless.. you make it into a video!  

Google

Google’s video is in our opinion the best way to explain services to people. It uses big letters, it shows, and it is simply engaging. Everything you need.

Now, imagine creating a series of such videos for the customer support service of your product. 10–20 seconds, that’s it. Each question can be answered with a simple short video.  

Troubleshooting Videos

One of the most effective ways to help customers is to give them troubleshooting decisions wrapped in the video. Again, it will give your customer more space to engage with customers on super specific things.  How to create such videos? 

• Cut the fluff: Focus on the core message and avoid unnecessary detours. Aim for video lengths under 2 minutes to maintain attention.
• Prioritize clarity: Use simple language, concise sentences, and well-paced voiceover to ensure easy comprehension.
• Leave them wanting more: End with a clear call to action or a surprising twist to encourage further engagement. Use humor, slang, and references your audience understands to build instant rapport and engagement.

Okay, where can you use them? There you go: 

• On-demand support: Embed them in your help center or share them through email to answer FAQs proactively.
• Sidekick to articles: Let videos complement your help center articles, adding a visual layer for those who prefer to watch and learn.
• Blog & social media: Share tutorials on your blog, YouTube channel, or social media to reach a wider audience and boost engagement.
• Chat Room: Paste links in your chat window to instantly guide customers through common issues.

Summary

Ready to Animate Your Support? Here are some tips for creating your own customer support animated video:

• Know your audience: Tailor the tone and style to resonate with your customers.
• Find your story: A compelling narrative can make even the driest topic engaging. Incorporate humor, and make it intriguing even if the topic eludes such an approach. 
• Keep it concise: Don’t overstay your welcome; get your point across quickly and effectively. People need the actual information. Don’t give them reasons to skip a video. 
• Go for quality: Invest in professional animation for a polished and impactful result.

With a little creativity and the right animation magic, your customer support videos can go from dull to delightful, leaving viewers informed, satisfied, and maybe even asking for more. Consider hiring an animation studio to make every video consistent with the rest of it. They define your animation style, color palette, voiceover tone, and music genre to create a consistent brand experience across all videos.

You know you need them even in customer support, right?  By following these tips and unleashing your creative spirit, you can transform your customer support from dull explanations to delightful experiences that inform, engage, and build brand loyalty.

If you need help, don’t hesitate to contact us. With more than 10 years of experience on the market, our team can create literally any animation experience for your customers, and for your brand.