Knowledge Base Video: Everything You Need to Know
Discover the power of knowledge base video. Learn how to create, optimize, and leverage video content for effective customer support.
Did you know that 51% of your customers expect you to be available 24/7?
Yep, that means you’ve got to have a friendly face ready to answer someone’s questions all day, every day. It’s that… or you’re likely missing out on business.
So how can you answer your customer's questions all the time without shelling out thousands of dollars for a support team?
The FAQ page. Where all customer questions get answered in record time.
But with great power comes great responsibility. A poorly designed FAQ (frequently asked questions) page with an avalanche of information can quickly overwhelm your buyer. And... poof! Your sale disappears, never to return. 🏃💨
That's where FAQ videos come in. In fact, according to the clever folks at Wyzowl, 84% of people say they’ve been convinced to buy a product or service by watching a video. That’s a huge number of leads that you can win back with one well-put-together video.
In this article, you’ll learn:
- Where you should use FAQ videos
- What types of FAQ videos exist
- Tips and tricks on creating FAQ videos
What is an FAQ video?
An FAQ (frequently asked questions) video is a short, informative video that answers common questions about a product, service, or company. These videos are typically 1-2 minutes in length and are designed to help viewers understand more about what you offer and how you work.
Most websites have an FAQ section on their homepage, features page, and/or pricing page to help resolve questions that might block a potential customer from signing up or making a purchase.
Where should you use FAQ videos?
You can use this type of video content when doing digital marketing that's designed to answer the questions asked by prospective customers.
Use an FAQ video on your website
Readers are likely scanning for the answer they need and want the answer as quickly as possible. If you find that written answers on FAQ pages are individually longer than 100 words, then consider replacing the text with a video.
Use an FAQ video in support documentation
Your support documentation and knowledge base can also be supplemented with videos. There are two ways to do this:
- Add short how-to videos that walk a user step by step through a process
- Create longer video content that explain your most popular articles. This way you can help visual learners understand the process faster.
Use an FAQ video in marketing emails
If you’ve collected a list of leads that you want to turn into paying customers, consider including FAQ videos in your email strategy. If, for example, you’re emailing trial users to teach them how to better use your product, a 2-minute video can say more than a 1000-word email.
When can a FAQ video work better than a written FAQ?
Scientific research indicates that humans process visuals 60,000 times faster than text. 🤯
Simply put, our brains are quicker to grasp concepts through visual explanations.
That means if you’re trying to describe anything remotely complex, a video demonstration of the concept will likely be:
- Understood faster
- Retained in memory
- Better comprehended as a whole
That’s not to say text doesn’t have its place. After all, you’re reading and understanding this blog post right now.
So how do you know when to use text vs. video?
Our rule of thumb is that if the text is long, convoluted, and tricky to follow – it’s time to add a video into the mix.
Alternatively, if the topic is something that could build trust between you and your target audience, a video with a friendly face can go a long way.
Value of FAQs to your business & customers
FAQ videos are a valuable resource for any company to invest in because they contribute to smoother business operations, and it is an easy way to build warm connections with potential customers.
How an amazing FAQ video can save your team time
Support and sales teams can both use FAQ videos to save time and perform better during their day-to-day tasks.
Sales Team
FAQ videos save a sales team from booking demos or calls. It further empowers everyone, even the sales team intern, to reliably answer questions consistently without mixing up any more technical details.
Support team
FAQ videos add to a support team’s knowledge base so they can solve queries faster with fewer responses. You may also see a reduction in support inquiries if your knowledge base videos cover popular topics.
How FAQ videos build trust and rapport with customers
No one likes to wait around for an answer to their question. They want it now, and they want it to be accurate. If your FAQ videos achieve those two goals, then a customer’s trust in you will automatically increase.
Psychologically, humans are geared to trust and communicate with humans – not faceless chat messages, email chains, or websites. A video posted by a person (or a graphic with facial features) gives a great advantage in customer relations.
3 Types of FAQ videos that you can create
There are a few types of FAQ videos to choose from, each with its pros and cons:
1. Screencast videos FAQ video from your technical team
Screencast videos are recordings of a computer screen, which usually include audio narration. This is best used for tutorials and walkthroughs of how to use software. It is the most affordable option as the only requirement is a screen recording app, many of which are free.
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2. Knowledge base FAQ videos
Knowledge-based videos live on your website’s support page and exist as complimentary resources to written tutorials. These videos are typically short in length and teach the user to complete one specific task.
3. Pre-sales FAQ videos on your website
These videos exist on your website’s homepage, FAQ page, or pricing page and are designed to answer questions that may be getting in the way of a sale. They can be live-action or animated.
5 Steps to Creating Your First FAQ Video
Step 1: Gather your FAQ questions
To produce the most effective FAQ video, you first need to gather commonly asked questions. A few methods to source FAQs include:
- Reviewing questions submitted through support tickets and emails
- Asking staff the most common questions they have to answer
- Creating surveys for your social audience to participate in.
You also want to determine how many FAQ videos you will make. We recommend grouping commonly asked questions into topics and making a FAQ video for each.
Step 2: Draft your answers into a FAQ video script
Once you have all the questions answered, ensure your script lays out the answers in an easy-to-understand way. Avoid going too in-depth with responses, as you don't want to overwhelm the viewer with information. Keep it short and sweet!
Step 3: Produce your FAQ video
The production stage looks different depending on the method and style you choose.
Screencast FAQ videos
Screencast videos are the simplest of each type of video to produce and consist of a voiceover, your recorded screen, and often a friendly face or avatar. If you don’t want your face to be recorded on screen or don’t have the right camera equipment, check out Synthesia’s AI-generated avatars in the example below.
Animated FAQ videos
Animated videos typically require you to hire graphic illustrators and 2D animators. You will need to provide a script and, in some cases, a storyboard. Considering the labor-intensive nature of animation, it’s best used for once-off video explainers and not for all your knowledge-base content.
Live-action FAQ videos
Live-action videos require studio space or a filming location, actors or charismatic staff, filming equipment, and editing capability. When done right, live-action videos are effective in building consumer trust.
Step 4: Review your FAQ video
It’s always wise to review if your intended message is easy to understand and engaging. Show your video to your team and ask questions like:
- Are the visuals adding to the understanding?
- Are the explanations and/or demonstrations easy to follow?
- Is the pace of the video just right?
Step 5: Publish your video
Upload FAQ videos to YouTube, Vimeo, social media, or your own website. From there, you can share them to your website, support documentation, and onboarding emails.
Ready to see what your FAQ video will look like?
FAQ videos are a great way to show up for your customers when they need you most. A friendly face and clear answers will help boost sales and simultaneously reduce the pressure on your sales and support teams.
Ready to make your first FAQ video?
Synthesia is a tool that can automatically create an amazing FAQ video from a written script. Click here to go free AI video generator, type in a section of your script, and you’re ready to get started.
