Video images in customer support and onboarding: how to speed up time to value

When a user visits a website or app for the first time, they don't know where to click or where to start. If he quickly understands how to get results, the product seems convenient and useful to him. If not, there are questions, doubts and a desire to close the tab.

Therefore, it is important to shorten the path from the first entry to the first real benefit. One of the most effective ways is to show short explanatory videos in the interface and in the help section.

In this article, we'll look at how videos in the FAQ, tooltips, and support section get new users online faster, reduce the burden on support, and improve the customer experience, as well as how to implement this using QForm.

Why is product support and user input overloaded?

In most services, the support team answers the same questions every day: how to get started, where the required function is located, and how to perform a typical action correctly. These questions arise for new users in the first hours and days after registration, when they are just getting acquainted with the interface and features of the product.

Even if the company has a knowledge base, instructions, or reference articles, the problem remains. Users:

• They don't always know where to look for an answer.;
• They don't want to read long texts;
• they open the article, but they don't find the right step for their situation.

As a result, it's easier for them to write to the support chat and wait for a response.

For the team, this means:

• a constant stream of similar requests;
• increasing the burden on support without a real increase in value;
• the need to keep more staff or sacrifice the speed of responses.

For the user, this means:

• waiting instead of action;
• loss of context and motivation;
• the feeling that the product is complex.

As a result, the time to the first result increases: the user takes longer to figure it out, makes mistakes more often, and benefits from the service more slowly. This slows down his adaptation, reduces satisfaction, and directly affects retention and outflow.

The role of video in user education

Short explanatory videos solve learning tasks more effectively than text instructions. The video shows the real interface of the product, demonstrates the necessary actions step by step and allows the user to immediately see exactly how to get the result. This reduces the number of errors and questions: the person does not need to interpret the description, he simply repeats the actions by example.

The optimal format for such videos is 30-60 seconds. This is enough to explain most of the typical scenarios.: how to create a project, fill out a form, find the right section, invite a colleague, or set up a basic function. The user gets the answer quickly and can immediately put it into practice without switching between tabs and long articles.

That's why onboarding videos and FAQ videos are becoming part of customer support. They train new users when they have a question, and make the product development process easier and clearer.

Where to use video widgets

In the FAQ section

Instead of long text answers, you can add short videos on common questions. The user opens the desired item and immediately sees a video with a step-by-step analysis. It's faster than reading the instructions, and clearer than searching for the right paragraph in an article.

In the tooltips for new users

When you log in to the service for the first time or when you switch to a new section, you can watch a video that explains what can be done here and where to start. This format helps guide the user and avoid a situation where they don't understand the next step and go to support.

In the help cards and next to the interface elements

Small video images can be placed right next to buttons, forms, or settings. The user clicks and sees exactly how this function works. It provides help at the moment when it is really needed.

In all these cases, the video becomes part of the interface, rather than a separate help section.

Benefits for the product and the team

When video widgets are used to support and train new users, the effect is immediately noticeable.

• Firstly, the burden on support is reduced: many typical questions are covered by video, and they simply do not reach managers.
• Secondly, the path to the first result is shortened: the user quickly understands how to benefit from the product and starts using it.
• Thirdly, satisfaction is growing: there is no need to wait for a response in the chat, help is available immediately in the interface.
• Finally, retention improves: there are fewer mistakes, misunderstandings, and frustrations at the start, which often cause people to leave.

For the product team, this is a way to make the user path understandable and logical. For CSM and support, it is an opportunity to accompany more clients without increasing the workload and at the same time maintain the quality of service.

What is the use of QForm

QForm allows you to use video widgets as a full-fledged user support and training tool in the interface of a website or service.

Videos can be quickly placed on the right pages without complicated development and connected to different user interaction scenarios. The display format is available in different formats: as a separate element in the corner of the screen, it can be embedded directly into the page content or triggered by an action, for example, when clicked, hovered over, or with a time delay. This helps to show help exactly when the user needs it.

The service supports downloading large video files and streaming, so the videos run quickly and do not overload the site. Background loading is available for paid tariffs: you can add several videos in a row without being distracted by waiting.

Appearance and behavior settings are available for each video image: cover, preview, display conditions, and display on different devices. This allows you to embed the video into the website design and not disrupt the user experience.

The finished video widget can be used not only on the website, but also as a separate page with a link or QR code, for example, for help, instructions or newsletters.

QForm analytics shows how users interact with a video: how many times they watch it and how often they interact with it. This helps to evaluate the effectiveness of video support and improve learning scenarios.

As a result, the user gets everything they need to implement video support and training videos quickly, flexibly, and without overloading the development team.