How To Create Kickass Video Tutorials For Your Software & SaaS Business
Customer training is one of the most overlooked aspects of your B2B SaaS business.
Training is essential for the smooth running of your business because if your customers don’t know how to use your product or service, you would have to hire a team to handle customer support tickets. The last thing you’d want is they don’t drop off and go to your competitors.
Moreover, if prospective customers cannot find relevant information or an overview of your product or services, you would lose out on sales and product sign-ups.
Consider this HubSpot statistica: As many as 33% of customers dislike being put on hold and a third of them, and a third of them hate having to repeat themselves to multiple support reps.
Simply put, customer training allows users to understand the features of your product and how to use them effectively.
Realizing the importance of its impact on Customer Experience, SaaS leaders like Asana, Ahrefs, and Kissflow have invested heavily in customer training videos with their SaaS Academies for Customer Education. Many businesses have taken to creating product training videos and customer onboarding to improve customer satisfaction.
While creating a customer training video may sound like a pretty simple task, it can be quite challenging, especially if you sell something more complex, like business software.
To make matters worse, most B2B SaaS businesses don’t invest enough time and effort into training, which could potentially cause a lot of frustration and result in poor customer experiences, not to mention the loss of sales.
In this guide, we are going to talk about customer training and also tell you whom to approach in case you need help in creating customer support videos.
A B2B SaaS customer training video is a short, instructional video that provides information about the business’s products and services to potential customers.
It typically includes a voiceover, visuals, and on-screen text. The voiceover may be in the form of an audio narration or a script read by a professional voiceover artist. The visuals may include stock footage, screenshots, or animated illustrations. Text may include subtitles or captions.
Here is a customer training video created by Content Beta for Raken, the Construction Management app.
The purpose of these types of customer support videos is to:
As promised, we present the list of video production agencies that caught our attention for their body of work, background, and vision.
They are a New York-based, award-winning animation video company that promises to deliver videos to boost sales, signups, and support.
They have a global client base, spread across the globe including the USA, Canada, and Russia. They have been in the business since 2016 and produced 500+ videos for clients, ranging from early-stage start-ups to Fortune 500 companies.
Main services: Animated video | Explainer video | Tutorial video | Onboarding video | 3D visualization | How-to video | Training video | Live video | Interactive video
Clients: Yandex | Toyota | Slack | VISA | Microsoft | CISCO | Renault | TeamViewer
Average pricing: Pricing by inquiry
This customer training video is for Redback Connect, a corporate communication services company. The video explains how to connect to conferences without the hassles of phone calls or passcodes.
This screencast video is a little short of the 90-second mark. The voiceover actor does a great job of complementing the crisp graphics and the smooth transitions used in the video.
Content Beta is a B2B SaaS video production agency, located in Sunnyvale, California, with offices in Mumbai and Bengaluru, India. Founded in 2020, it specializes in B2B SaaS videos.
They have helped over 70 B2B SaaS brands to train users and employees with their video courses, customer onboarding videos, and product demo videos.
They help you convert product docs for use in professional how-to videos, onboarding sequences, academies, in-app modals, and tooltips.
Main services: Customer Training video | Product Demo video | Onboarding video | Video course | Product explainers | Article to video | Remote video testimonials | Customer support video
Clients: Kissflow | ManyChat | TapClicks | Lawcus | Flipkart | TapCart | Dynamic Yield | and more
Average pricing: Content Beta offers onboarding/customer training videos starting at USD600 using their transparent pricing policy, which are delivered in about 10 days.
This customer training video created for ChiroTouch, the EHR for Chiropractors, resulted in higher product usage, fewer 1:1 support calls, and faster product adoption.
The customer support video explains how to draft and view a claim before it is sent to the insurance payers. It deftly addresses a major customer pain point with the help of lucid explanations and relevant screenshots.
It is a short video that tackles only one among many features of the product so as not to overwhelm users.
Headquartered in Surrey, England, Shoot You specializes in animation and video. They also have offices in London, New York, and Amsterdam.
Shoot You is a one-stop solution for the resources for video production like scriptwriters, storyboards, voiceovers, or 2D and 3D animators.
An interesting fact about the company is that it was started by ex- BBC staff in the year 2000.
They have been in the production animation and video for business communications for 20+ years and cater to a global client base.
Main services: Talking head production | Animation production | Case studies | Corporate video | Motion graphics | Hand-Drawn animation | Virtual reality | Augmented reality
Clients: BBC | European Commission | JPMorgan | CISCO | Honeywell | and more
Average pricing: Pricing by inquiry
This customer training video for JPMorgan introduces their Transfer Agency Portal (TAP), which connects Fund Managers, Distributors, and Investors on a single platform
The customer support video takes users through the TAP step-by-step. The voiceover actor adopts a pleasant and unhurried narrative tone to put the users at ease. The extensive use of screenshots adds value to the narration.
This Alpharetta, Georgia-based video production company was founded in 2009. They help companies enhance their brand impact using the power of videos.
Their team of dedicated professionals guides clients through the entire production process, from conceptualization to end product. They say that they love transforming complex ideas into actionable videos with measurable results.
Main services: Training | Web ads / Advertisements | 30-seconds | Under 30-seconds | 15-Second spots | Pitch videos | Instructional “How-to” | Product videos
Clients: Nobel Systems | Noggin IT | Nordisk Systems Inc. | Northstar Automation | and more
Average pricing: Pricing by inquiry
This customer training video for Egnyte, the content security, compliance, and collaboration tools company, talks about how to protect company data from Ransomware, data breaches, and other threats using simple graphics and screenshots.
This customer support video explains how the Egnyte platform helps identify, respond, and recover from attacks using its dashboard. It does a good job of giving an overview of the product and uses a call to action to encourage users to learn more about the product.
This Seattle-based video production company was founded in 2016. They also have offices in India, the United Kingdom, and Canada.
The company offers a full-service video production process from conceptualizing to final delivery. Their clients range from start-ups to Fortune 500 companies.
They say they encourage employee learning and nurture intellectual minds on a further path of knowledge.
Main services: Explainer videos | Whiteboard animation | 2D animation | 3D animation | Line Art animation | Product demo videos | Social media videos | Infographic videos
Clients: uber | Microsoft | T-mobile | HubSpot | and more
Average pricing: Pricing by inquiry
This customer training video is for Talent Pro, a professional recruitment consultancy firm. It features Bob, an HR Manager at a big enterprise, and his struggles with various daily tasks. The video uses simple 2D animations to illustrate both the problem and the solution effectively.
A video production agency is a company that specializes in creating videos for companies. It is hired by companies to create videos that can be used for various purposes, such as customer education, marketing, advertising, e-learning, and more.
Video production agencies can be an excellent choice for companies who want to increase their sales and create a powerful customer experience through videos.
They are experts in their field and know how to create high-quality videos that:
Customer training videos help:
Before we wrap up, let us recap how videos in general and B2B SaaS customer training videos in particular are beneficial for B2B SaaS companies.
In the age of social media and information overload, customers are looking for new ways to make informed decisions. One way of doing this is through video content like customer support videos.
B2B SaaS customer training videos are a great way for software-as-a-service companies to educate their customers on how to use their products or services, improving customers’ trust in the company, improving brand loyalty, and reducing churn.
Finally, apart from being technology-friendly, videos offer distinct SEO advantages because Google favors video content over any other type of content.
They can help B2B SaaS companies to increase customer retention and conversion rates. Google considers videos more valuable than text content because of their ability to engage better with viewers, which in turn helps them rank higher on search results pages (SERPs).
Videos are indexed by search engines. As a result, they will rank higher in the SERPs and bring more traffic to the website. Furthermore, these customer support videos can also rank on YouTube, which is the second most popular search engine after Google.
Consumers will purchase from a company if it provides useful information to help customers feel confident about using the product they have invested their money in. B2B SaaS customer training videos can do the job effortlessly, saving them the trouble of reading boring manuals or approaching customer support teams.
B2B SaaS customer training videos help improve customer retention rates because they train customers on how to use the product or service effectively, improving product usage and their ROI. Not having to deal with customer service agents is a huge plus point for many customers.