How training videos reduce support requests
Support teams are often overwhelmed not because customers are difficult, but because information lives in people’s heads.Training videos help capture that knowledge once, and reuse it consistently.
Repetition is expensive
Every time someone:
asks how to do a task
needs clarification
makes a small avoidable mistake
…it costs time. Often from your most experienced staff.
Training videos turn repeated explanations into a shared resource.
Training videos create a single source of truth
A good training video:
shows the task exactly as it should be done
uses the same language every time
removes interpretation and guesswork
Instead of relying on memory, emails, or verbal handovers, everyone learns from the same reference point.
They support people while they work
Unlike manuals or long documents, training videos:
can be paused
rewatched
followed step by step
This is especially valuable in technical, operational, or hands-on environments.
The downstream effect
Clear training videos lead to:
fewer “quick questions”
fewer mistakes
faster onboarding
less reliance on senior staff
Over time, support requests drop not because people stop asking for help, but because they don’t need to.
Training videos are an investment
Once created, a training video can be used:
across teams
across locations
across years