How to Reduce Support Tickets with Video Explainers

Endless support tickets drain your team's energy and resources, creating a backlog that frustrates both agents and customers. I've seen firsthand how video explainers offer a visual solution that cuts through confusion, showing rather than telling customers exactly how to solve their problems.

By implementing video explainers in your support strategy, you can dramatically reduce support tickets while empowering customers to find answers on their own terms. Let me walk you through how these visual guides transform support operations and free your team to focus on complex issues that truly require human assistance, and how you can make easily make these videos with Synthesia.

Audit Your Support Content

I recommend starting by analyzing your current ticket data to identify which issues generate the most volume:

1. Review ticket analytics (30 minutes): Export 3-6 months of support data to identify top 5-10 recurring issues.
2. Tip for Success: I've found it's best to focus on issues with clear visual solutions rather than complex edge cases.
3. Common Mistake: Don't try to address every support issue at once; prioritize high-volume, straightforward problems first.
4. Evaluate existing knowledge base (1-2 hours): Look for articles with:
5. Multiple steps that could benefit from visual demonstration
6. High bounce rates (indicating confusion)
7. Low helpfulness ratings
8. Create priority matrix (45 minutes): Rank issues by:
9. Volume (number of tickets)
10. Time to resolve (longer = higher priority)
11. Complexity of explanation (more complex = better video candidate)

Progress Validation: You should have a prioritized list of 5-10 support topics that would benefit most from video explanations.

Script Bite-Sized Videos

1. Structure each script using the FOCA framework (30-45 minutes per script):
2. Focus: State the specific problem in the first 10 seconds
3. Organization: Outline 3-5 clear steps to resolution
4. Content: Write conversational explanations for each step
5. Action: End with clear resolution and next steps
6. Keep videos concise (15 minutes):
7. Aim for 2-3 minute videos (approximately 300-450 words per script)
8. One problem, one solution per video
9. Remove technical jargon unless absolutely necessary

Tip for Success: I always recommend reading your script aloud to check for natural flow and timing.

1. Add visual cues (15 minutes):
2. Note where screen recordings should appear
3. Indicate points for annotations, arrows, or highlights
4. Mark moments where emphasis is needed

Progress Validation: Your completed script should be clear, concise, and focused on solving one specific problem.

Choose A Synthesia Template

1. Select appropriate template (10 minutes):
2. Browse our template library
3. Filter by "Support" or "Tutorial" categories
4. Preview templates to find one matching your content style
5. Customize branding elements (15 minutes):
6. Upload your logo
7. Set brand colors for text and backgrounds
8. Add consistent intro/outro frames

Common Mistake: I've seen many users choose cluttered templates that distract from the main message—try to avoid this.

Progress Validation: Your selected template should provide a clean, professional foundation that aligns with your brand identity.

Select An AI Presenter

1. Choose appropriate avatar (15 minutes):
2. Select from our 230+ AI avatars
3. Consider demographics that match your customer base
4. Test different avatars with sample scripts
5. Configure presenter settings (10 minutes):
6. Adjust speaking pace (slower for complex topics)
7. Select appropriate emotional tone
8. Position avatar within frame for optimal screen sharing

Tip for Success: For global audiences, I recommend selecting avatars that work well with multiple languages if you plan to translate.

Progress Validation: Your chosen avatar should speak clearly and match your brand's communication style.

Produce And Edit

1. Create screen recordings (30-60 minutes):
2. Capture clean, focused recordings of each process
3. Ensure proper zoom levels for small details
4. Move mouse deliberately and smoothly
5. Add visual enhancements (20-30 minutes):
6. Insert arrows pointing to important elements
7. Use highlight boxes around clickable areas
8. Add text callouts for critical information
9. Review and refine (15-20 minutes):
10. Check timing between narration and visuals
11. Ensure all steps are clearly visible
12. Test video with someone unfamiliar with the process

Common Mistake: I often see people moving too quickly through complex steps; allow sufficient time for viewers to process information.

Progress Validation: Your completed video should synchronize narration perfectly with visual demonstrations.

Why Video Explainers Reduce Support Tickets

Video explainers cut support tickets by letting customers solve problems on their own. I've seen companies report measurable reductions in support requests, with some saving hundreds of hours by replacing text instructions with videos.

The visual nature of video makes complex processes easier to understand than text alone. When customers can see exactly how to complete a task, they're less likely to get confused.

Video knowledge bases let users find answers independently, reducing the need for direct support contact.

• Visual clarity: Videos show exactly what to click and where to go
• Self-service: Customers prefer solving issues themselves when given proper tools
• 24/7 availability: Video support works around the clock without staff

Publish Into Support Flows

Strategic placement of your video explainers is crucial for reducing support tickets. I recommend embedding videos where customers are most likely to need help:

• Knowledge base articles
• FAQ pages
• Help center search results
• Chatbot responses
• Automated email replies

Make your videos easily discoverable by using descriptive titles that match common search terms. When customers can quickly find relevant videos, they're less likely to submit a ticket.

Track And Optimize

Monitor key metrics before and after implementing video explainers to measure their impact:

• Total ticket volume
• Time to resolution
• Customer satisfaction scores
• Self-service rate

Use video analytics to identify which videos are most effective and which might need improvement. Pay attention to view counts, completion rates, and drop-off points.

Update your videos regularly as your product evolves. With our platform at Synthesia, refreshing outdated content is simple—just edit the script and regenerate the video.

Best Practices

One Video, One Purpose: I always advise focusing each video on solving a single problem. This makes content more digestible and easier to find.

Keep Videos Short: Aim for 2-3 minutes maximum. I've found shorter videos have higher completion rates.

Make Content Searchable: Use descriptive titles and tags to ensure customers can find your videos when searching for help.

Localization: You can use Synthesia to create versions in over 140 languages. This is particularly valuable for global support teams.

Companies report significant reductions in support tickets after implementing video explainers, with some seeing up to 79% higher response rates compared to text-based support.