28 Jun 2023

Video Knowledge Base vs. Text-Based Knowledge Base: Which Is Right for Your business?

Video Knowledge Base vs. Text-Based Knowledge Base: Which Is Right for Your business?

Welcome to the world of customer success and knowledge management, where excellence is the ultimate pursuit. As Customer Success Managers, you possess the power to unlock seamless onboarding experiences and provide satisfactory answers to queries. In this ever-evolving landscape, a rising star is capturing the attention of both users and industry experts alike: video knowledge bases. With their immersive and engaging nature, video knowledge bases have ignited a paradigm shift, prompting us to question the enduring charm of traditional text-based articles. Join us on an enlightening journey as we delve into the transformative potential of video knowledge bases and their ability to revolutionize customer success, elevating it to unprecedented heights.

The Visual Revolution

Visual content has taken center stage, revolutionizing the way information is consumed. Video knowledge bases have emerged as powerful catalysts in this visual revolution, reshaping customer support and knowledge sharing. By leveraging the dynamic and engaging nature of videos, you can unlock a multitude of possibilities.

Visual communication has a unique power to capture attention and convey complex ideas effectively. Video knowledge bases leverage this power by presenting information in a dynamic and engaging format. Through the use of videos, you can create compelling narratives, visually demonstrate product features and functionalities, and provide step-by-step guidance to users. The combination of audiovisual elements, such as images, animations, and voiceovers, creates a multi-sensory experience that resonates deeply with users.

Unlike text-based articles, which often require readers to invest time and effort in understanding the content, videos offer a more intuitive and efficient way of absorbing information. They allow users to see and hear explanations, making it easier to grasp concepts and retain knowledge. Complex ideas can be broken down into visually digestible segments, enabling users to follow along and understand the content at their own pace.

Beyond delivering information, videos have the unique ability to evoke emotions and tell stories. For instance, let's take the example of a SaaS company that offers project management software. By utilizing a video knowledge base, they can showcase real-life scenarios where their software streamlines collaboration, boosts productivity, and ensures project success. Through visual narratives, users can witness teams working seamlessly together, deadlines being met, and client satisfaction achieved. These stories create a strong emotional connection, enabling users to envision the transformative power of the software in their own projects. By witnessing the real-world impact, users develop a deeper understanding and trust in the SaaS product.

The path to seamless onboarding

The onboarding process plays a crucial role in setting users up for success and maximizing the value they derive from your SaaS product. Video knowledge bases offer a transformative solution to enhance this process, empowering users to quickly acclimate to your product and become proficient in its usage.

Effective onboarding is all about guiding users through the initial stages of using your product, ensuring they understand its features and functionalities, and helping them overcome any potential hurdles. Video knowledge bases excel in this regard by providing engaging and informative content that simplifies the onboarding journey.

One of the key advantages of video knowledge bases in onboarding is their ability to visually demonstrate how your product works. Instead of relying solely on written instructions or static images, videos bring your product to life. You can showcase the software interface, walk users through essential workflows, and provide step-by-step instructions in a way that is easy to follow and understand. This visual guidance reduces confusion and accelerates the learning curve, enabling users to grasp the core concepts of your product more effectively.

Furthermore, videos allow you to highlight the unique value propositions of your SaaS product during onboarding. You can create compelling narratives that showcase the benefits, demonstrate real-world use cases, and present success stories of other satisfied customers. By sharing these stories through video, you evoke emotions and inspire users with the potential your product holds for their own success. This storytelling approach creates a sense of excitement and motivation, fueling users' engagement and commitment to mastering your product.

Video knowledge bases also provide the flexibility for users to learn at their own pace. Users can pause, rewind, and rewatch specific sections as needed, enabling personalized learning experiences tailored to each user's preferences and requirements. This flexibility empowers users to navigate the onboarding process based on their individual learning styles and ensures they have a comprehensive understanding of the material before moving forward.

By leveraging the power of video knowledge bases in the onboarding phase, you can significantly improve user adoption, reduce support inquiries, and set the stage for long-term customer success.

Elevating Customer Support with video knowledge bases

Customer support is at the core of ensuring customer satisfaction and loyalty. In today's fast-paced digital landscape, where customers expect quick and effective solutions, video knowledge bases have emerged as a powerful tool to enhance the helpfulness and efficiency of customer support interactions.

Addressing User Queries

Video knowledge bases offer a dynamic and engaging way to address user queries. Rather than relying solely on text-based articles or lengthy email exchanges, videos allow you to visually demonstrate solutions to common problems or frequently asked questions. By providing step-by-step video tutorials, troubleshooting guides, or product walkthroughs, you can empower users to find the answers they need more efficiently. Visual demonstrations help eliminate ambiguity, improve understanding, and reduce the time required to resolve customer issues.

Effective Solutions

Video knowledge bases enable you to deliver effective solutions to customer problems. Instead of relying on written instructions that may be misinterpreted or confusing, videos offer a clearer and more comprehensive approach. You can visually guide customers through complex processes, highlight important features, and showcase the best practices for using your product. This hands-on guidance instills confidence in customers, enabling them to overcome obstacles and make the most of your SaaS product.

Fostering a Self-Service Culture

Video knowledge bases empower customers to find solutions independently, fostering a self-service culture. By providing a comprehensive library of video resources, you give customers the tools they need to troubleshoot issues and explore advanced features at their own pace. This self-service approach not only enhances customer satisfaction but also reduces the strain on support teams, allowing them to focus on more complex or specialized inquiries. Videos can be easily accessed through your website, knowledge base portal, or support center, providing customers with instant access to valuable information.

Personalized Support

Videos can also be used to deliver personalized support experiences. While one-on-one interactions with support agents are valuable, they can be time-consuming and may not always be necessary for every customer inquiry. With video knowledge bases, you can create personalized video responses to specific customer questions or requests. These personalized videos can address the customer by name, provide tailored guidance, and establish a more personal connection. This approach not only saves time for both customers and support agents but also adds a personal touch that enhances the overall customer experience.

Continuous Improvement

The data and insights gathered from video knowledge bases can be used to continuously improve your customer support processes. By analyzing metrics such as video views, completion rates, and user feedback, you can identify common pain points or areas where customers may be struggling. This valuable feedback can inform updates to your knowledge base, the creation of new videos, or adjustments to existing content, ensuring that your support resources are always up to date and aligned with customer needs.

Visual demonstrations, personalized support, and a self-service culture empower users to find solutions independently while also reducing the strain on support teams. The insights gathered from video metrics allow you to continuously improve and refine your support resources, ensuring that customers receive the assistance they need when they need it.

The Future of Knowledge Sharing and the Role of Video Knowledge Bases

The landscape of customer success and knowledge sharing is continuously evolving, driven by advancements in technology and changing customer expectations. As we look ahead, video knowledge bases are poised to play a pivotal role in shaping the future of knowledge sharing and customer success strategies.

Enhanced Accessibility

Video knowledge bases break down barriers to accessing knowledge and support. With the proliferation of mobile devices and high-speed internet, users can access videos anytime, anywhere, and on any device. This level of accessibility ensures that customers can engage with your knowledge base at their convenience, even when they are on the go or facing time constraints. Whether it's through smartphones, tablets, or laptops, video knowledge bases empower users with instant access to valuable information and support resources.

Global Reach

In today's interconnected world, businesses operate on a global scale, catering to diverse customer bases. Video knowledge bases have the power to transcend language and cultural barriers, enabling businesses to provide support to customers around the world. Through subtitles, translations, or localized versions, videos can be made accessible and relevant to customers in different regions. This global reach allows businesses to deliver consistent and impactful knowledge-sharing experiences, regardless of geographical boundaries.

Interactive Elements and Personalization

The future of video knowledge bases lies in the incorporation of interactive elements and personalization. With advancements in technology, videos can become more immersive and interactive, allowing users to engage with the content in real time. Features such as branching scenarios, interactive quizzes, and clickable annotations enable users to actively participate and tailor their learning experience. Furthermore, personalization can be taken to new heights by leveraging data analytics and AI algorithms to deliver customized video recommendations based on user preferences, usage patterns, and specific needs.

Data-Driven Insights

Video knowledge bases generate valuable data and insights that can drive continuous improvement. Analytics tools can track metrics such as video views, engagement rates, and user feedback to gain a deeper understanding of how customers interact with the content. These insights can inform content optimization, identify knowledge gaps, and guide future video creation. By leveraging data-driven insights, businesses can continually refine and enhance their video knowledge bases to deliver a more impactful and personalized knowledge-sharing experience.


Video Knowledge Base

Text-Based Knowledge Base


Videos and visual content

Text-based articles


Highly Engaging

Relies on reading


Visual Demonstrations

Requires reading


Anytime, anywhere access

Anytime, anywhere access

Ease of understanding

Easier comprehension

Requires effort to understand

Emotional Connection

Storytelling Capabilities

Relies on written expression

The rise of video knowledge bases has sparked a transformative shift. These engaging and immersive platforms have redefined the way information is consumed, offering a seamless onboarding experience and delivering satisfactory answers to customer queries. With their captivating visual demonstrations, storytelling capabilities, and interactive elements, video knowledge bases create a deep emotional connection, enhancing user engagement and knowledge retention. They empower self-service and provide anytime, anywhere access to information, revolutionizing customer support and knowledge sharing.

While text-based knowledge bases still hold their value in providing written explanations and support interactions, they often rely on reading and lack the engagement of their video counterparts.

However, depending on specific needs and resources, organizations may choose to integrate a combination of both formats for a comprehensive knowledge management strategy. By embracing the visual revolution of video knowledge bases, businesses can unlock the full potential of customer success, fostering efficient, engaging, and impactful interactions. It's time to embark on this transformative journey and harness the power of video knowledge bases to elevate customer support and knowledge sharing to new heights.

Build your video knowledge base today.


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