How to Use Video FAQs to Improve Customer Experience

How to Use Video FAQs to Improve Customer Experience

With video FAQs, you can enhance customer experience and boost your business growth. These steps and best practices will help you make video FAQs that address your customers’ needs, overcome their challenges, and influence their decisions. Don’t wait any longer; create your video FAQs now and witness the impact they can have on your brand.

What are FAQs

One way to enhance customer experience is to provide clear, concise, and engaging answers to their frequently asked questions (FAQs). FAQs are common queries that customers have about your products, services, processes, or policies. They can range from simple inquiries like "How do I reset my password?" to more complex ones like "How does your product integrate with other platforms?"

Why Create Video FAQs?

While many businesses have a dedicated FAQ page on their website, text-based answers may not be enough to capture the attention and interest of today's customers. Customers are reading less and watching more, and they prefer video content over other formats. According to HubSpot, 54% of consumers want to see more video content from brands they support.

That's why video FAQs are a powerful tool to improve customer experience. Video FAQs are short videos that answer common customer questions in a visual and interactive way. 

Benefits of Video FAQs

There are many benefits of recording video FAQs over providing written ones, including:

Reduce support tickets: 

Video FAQs can help you resolve customer issues faster and more efficiently, as customers can easily find the answers they need without contacting the support team. According to HubSpot, 47% of businesses report relying on video content to reduce support queries.

Boost SEO value: 

Video FAQs can help you rank higher on search engines, as they provide relevant and fresh content for your website. They can also increase your visibility on YouTube, which is the second-largest search engine in the world. A study by Search Engine Island showed that "how-to" searches on YouTube are growing 70% year over year, indicating that users are increasingly looking for video solutions online.

Capture valuable data: 

Video FAQs can help you collect useful insights into your customers' behavior and preferences, as you can track which videos are viewed the most and by who. This can help you identify areas of improvement or opportunity for your business.

Build stronger relationships: 


Video FAQs can help you humanize your brand and connect with your customers on a personal level. They can showcase your personality, values, and culture, as well as demonstrate your expertise and credibility. With video FAQs, you can build trust and loyalty with your customers over time.

How to Create Video FAQs that Improve Customer Experience

Creating video FAQs may seem daunting at first, but it doesn't have to be complicated or expensive. Here are some steps you can follow to create effective video FAQs for your business:

1. Prioritize FAQs: 

First, prioritize your FAQs by understanding which questions are truly asked most frequently. You can do this by reviewing user-submitted questions that have already been emailed, posted, or called in, or by soliciting questions from your followers in a survey or on social media.

You can also use tools like Google Analytics or Google Search Console to see what keywords or phrases people use to find your website. Choose the most relevant and important questions that address your customers' pain points or goals.

2. Determine your resources: 

Next, determine your resources for producing your video FAQs. You don't need a professional studio or equipment to create quality videos; you can use your smartphone camera or webcam, a tripod or stand, a microphone or headset, and natural or artificial lighting.

Use an online tool like Weet to record, edit, annotate, share, and update FAQ videos easily and efficiently.

3. Write, then rewrite, your scripts: 


Write your scripts for each video FAQ. Your scripts should be concise, clear, and conversational. Avoid using jargon or technical terms that may confuse your audience; instead, use simple and friendly language that reflects your brand voice.

Your scripts should also include a catchy introduction that hooks the viewer's attention, a main body that answers the questions thoroughly and accurately, and a call-to-action that encourages the viewer to take the next step (such as visiting your website, signing up for a free trial, or contacting you for more information).

After writing your scripts, review them carefully and rewrite them if necessary to make them more engaging and effective.

4. Produce with as much quality as possible: 

Produce your video FAQs with as much quality as possible. This means ensuring that your audio is clear and crisp, your video is well-lit and focused, and any text or annotations have been added in for clarity.

Speakers should review talking points and have an understanding of the order and flow of their video before recording.

5. Incorporate additional visuals: 

To make your video FAQs more engaging and informative, incorporate additional visuals such as graphics, animations, screenshots, or demonstrations. These visuals can help you illustrate your points, show examples, or provide evidence.

Visuals can also help break up the monotony of talking heads and add some variety and interest to your videos. However, don't overdo it with the them; use visuals sparingly and strategically to complement your message, not distract from it.

6. Share videos in multiple strategic places: 

Once you have produced your video FAQs, upload them to your website, video knowledge base, and YouTube.

  • Your website is where your customers will likely look for answers first, so make sure your video FAQs are easy to find and access on your FAQ page or other relevant pages.
  • Your video knowledge base is where your customers go to self-support, so make sure FAQs are front-and-center there.
  • YouTube is where your customers may discover your videos through organic search or recommendations, so make sure your video FAQs are optimized for SEO and visibility on the platform.

Don't forget to use descriptive titles, tags, thumbnails, and descriptions that include keywords and phrases that your customers may use to find your videos. Link back to your org’s video knowledge base to increase traffic and visibility.

7. Deploy via social media: 


Finally, deploy your video FAQs via social media to reach a wider audience and generate more engagement. Social media platforms like Facebook, Instagram, Twitter, and LinkedIn are great places to share your video FAQs with your followers and fans, as well as potential customers who may not be aware of your brand yet. Use a tool like Weet to share FAQ videos directly and instantly to social media!

You can also use social media to solicit more questions from your audience and encourage feedback and comments on your videos. This can help you build trust and rapport with your customers and showcase your expertise and authority in your industry.


Video FAQs are a powerful way to improve customer experience and grow your business. By following these steps and best practices, you can create effective video FAQs that answer your customers' questions, solve their problems, and persuade them to take action. Start creating your video FAQs today and see the difference they can make for your brand.

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