When seeking help, SaaS users are often compelled to go through a company’s labyrinthine call centers
and online forums, which leads to frustration. Instead, self-help videos can open and offer ways to quick, straightforward solutions.
The last thing you want to do is disappoint an already likely dissatisfied customer since they reach out to customer support seeking a solution. Moreover, customer service has caused 86% of consumers
to cease business with a company.
Therefore, offering self-help video content is a great way to empower your existing users. Provide them with better tools to help themselves create engaging, cross-channel, and easy-to-understand videos
. Videos strategically created to align with FAQs can correspond with written solutions so that someone can see how they can easily right what’s wrong.
For instance, dedicated YouTube channels are hosted by SaaS companies, guiding users through various processes. Such interactive self-help content helps them understand how to use the software effectively.
Alternatively, you can also use different self-help options
like offering a knowledge base, developing how-to and user guides, providing searchable FAQs, etc.