Building a knowledge base is a great way to provide more value to your customers and ensure they do not leave you anytime soon. This blog post will walk you through how to add videos to your knowledge base, the steps involved, and the benefits you will gain from it.
What is a knowledge base, and what can it do for your business?
A knowledge base is a collection of articles and resources designed to help people solve specific problems. The goal of a knowledge base is to help people find whatever information they need whenever they need it.
As a business, you would have some collective knowledge for your employees, users, and stakeholders, which is one of the most valuable assets of your business. Streamlining, organizing, and categorizing this information becomes imperative so that it can be easily found by anyone who needs it to answer their questions.
A detailed knowledge base, created keeping the end user in mind, will answer the questions they are asking and elevate their experience with your brand. Company policies, tutorials, product and feature walkthroughs, and how-to guides are all different kinds of knowledge base videos, segregated broadly into two categories, internal and external; you can read about them in detail in this article.
What is a Knowledge Base Video?
Knowledge base videos are usually short videos produced by businesses or other organizations to provide users with answers to common questions and situations. These videos are an excellent way of expressing complex ideas in an understandable manner.
Knowledge Base Videos give the user the freedom to learn at their own pace, unlike text-only content, which requires more time and effort. It also allows users to skim through topics they don't care about and focus on what they're looking for.
Videos also engage viewers more than written content as they offer a more visual experience than text-based resources do. A study by HubSpot concludes that 72% of customers would rather learn about a product or service through video. This means they can help improve retention rates and encourage people to return to your website repeatedly.
Benefits of creating knowledge base videos
Videos have gained more popularity than any other communication medium in recent years. The reason is simple; they are easier to follow. When you are addressing one of the problems your customers are trying to solve, showing them the exact actions and where they need to be performed will make it easier for them to follow. Videos have a powerful advantage over other content types because they can make your message more accessible to your audience, and also, the retention rate is much higher. According to a study by Insivia, viewers retain 95% of a video's message. And suppose you are looking for a way to create some kind of knowledge base on your website that will help visitors understand how certain processes work or what options they have available when facing certain issues. In that case, creating video tutorials is a great idea!
Here are some key benefits of including videos in your knowledge base.
Easy to Understand
Videos are easy to demonstrate and understand. With a knowledge base video, you can provide an overview of your product or service and walk users through the process of using it. Rather than explaining everything in detail, you can show how it works and let your audience take it from there.
This allows users to get up and running more quickly and increase their chances of success with your product or service. It also helps them find answers faster by making it easy to search through the content quickly.
Empowers your Customer support team
With a knowledge base video, your customer support team will have instant answers to any of your user queries. They no longer have to answer the repeatedly asked questions but rather share a video link, and the query can be addressed and resolved in no time.
With this new trend of Knowledge Base Videos, your customers can get instant help from you without waiting for an email response or call back, and it also reduces your support calls by 40%, so a win-win for both users and the support team.
Be Available for your users 24 x 7
The other benefit of having a video knowledge base on your website is that you can make it available anytime, even if you are not online. Your customers may not be in the same time zone as you are. With a self-service video knowledge base hosted on your website, you can give them the answers they are looking for at their convenience and preferred time.
Reduces your Churn
A study reveals that 65% of people are visual learners. Hence including videos in your knowledge base is a brilliant way of ensuring great customer service over an engaging medium. When your users are empowered with a self-service video knowledge base that is available for them all the time and answers their questions simply and engagingly, they will have a great experience with your business, which will result in a loyal customers, in the long run, resulting in a lower churn rate.
Common challenges you may run into when creating a knowledge base video
Even though the video is one of the most potent forms of communication to educate your audience, explain complex ideas, and share your story, it could be challenging to create high-quality content worth watching.
Here are some common pain points for content creators:
Lack of time and technical knowledge
Videos take a long time to create. Most videos take hours upon hours of editing, which means you need time set aside expressly for this task during your work week. And if something goes wrong with one part of your video, you have to start over from scratch or reshoot over again!
Also, it can be hard to get started if you don't have the right equipment or software.
Expensive to produce
Professional-looking video content is expensive because you need equipment and software support for each production stage. And even if you use your phone to create these videos, you would still require lights and audio equipment, which adds to the cost. A specialized person with access to multiple software to record the audio and video and then sync them together is an added cost to the production.
Finding and recording the voice for your video
Most knowledge base videos require a narration that will walk the user through a specific problem and deliver a solution. Finding someone with a good speaking voice and diction and confidently using their own voice could be some of the major challenges you may face. Also, it is crucial to maintain uniformity and tone consistency across your videos which could be challenging as these videos are created and updated at different times by different people.
Difficult to update
This remains the most difficult one. With any new feature or product update, the pain of recreating the video is painful. And unlike other videos, how-to videos and support videos need to be frequently updated with every feature and product update. Since this consumes a lot of time and effort, most companies opt out of videos and use a text-based knowledge base instead.
Read until the end to find how WowTo has addressed all these pain points and made making videos a breeze for its users!
Why do you need Knowledge Base Videos?
A knowledge base video is a great way to educate your customers on using your product. It can be used as an onboarding tool or as part of your customer service portal.
Knowledge Base Videos or KBV are a great way to answer the most common queries of your customers. They are perfect substitutes for FAQs since they are engaging and provide a better learning experience than text. KBVs can be attached to articles in your knowledge base or embedded on your website and app.
They're also great for providing tips, tricks, and advice that may not be obvious at first glance. For example, how do you find answers quickly if you want your new users to use an app or service (or anyone else)? Maybe there's a tutorial video they can watch first that will help them walk through the product or feature step by step. The information in these videos is detailed and exactly what they're looking at. A nicely made video knowledge base will eventually result in a good user experience that will positively impact your sales.
Types of Knowledge base Videos
As the name suggests, these are videos on achieving a particular goal inside the application, on a website, on a tangible product, or on anything that helps you solve an addressed issue. How to get started on Photoshop is as much a how-to guide as a how-to boil an egg perfectly. They are also called instructional videos, giving you step-by-step directions using screenshots/videos to help you achieve your goal.
These short promotional videos explain what your product does and why you must choose it over others. (elaborate, use other definitions, short videos about different features broadly without going through the detailed feature, which can also be a part of your KB)
Tours and User-Onboarding
Tours are walkthroughs that take users through all the essential features of your product/app. It helps your users get started with your product/app and also helps them develop faith in your brand.
Interactive tutorials for new users who need help with basic functionality. These videos are like "personal coaches" that align with the customer lifecycle by showing them how to get the most out of their purchase.
An internal knowledge base is an excellent way to introduce new employees to company compliance training and security training. Training videos are helpful in onboarding new employees and contribute immensely to upskilling the skill sets of existing ones. These videos allow them to access the information they are supposed to receive anywhere and anytime. Using videos for training is a brilliant and engaging way to get employees up to speed.
How To Create a Knowledge Base Video
Follow these steps to build a simple yet impactful knowledge base to help your users.
Set a goal for your video
When creating a knowledge base video, setting the goal of your video first is essential. This goal should be formulated in the headline and visual that you use to introduce your series of questions or answers. You should keep it short, sweet, and to the point. It is imperative to show the user what this video is about in the first few visuals to let them know what they are in for. Creating suspense is not recommended here.
Write the Script
To create an impactful knowledge base video, you need to know about the problem and the solution you will explain. A good script helps with that. Make it clear and easy to follow using words and phrases such as: "I'm going to show you exactly how I solved this problem," "I'm going to show you how we did this," and "Here's how our solution works." A script is not the same as a command. Your announcement could be more valuable than an instruction manual if you tell your users how to do a specific task. Consider what information people want, and help them find it by writing clear, simple steps in your script.
You want to ensure that your viewers can easily understand what you're talking about and how they can take action in this area. An excellent way to do this is by using simple language and avoiding jargon whenever possible (for both writing and speaking). Remember, less is more!
Use a Professional Tone
Another significant thing to remember when creating a knowledge base video is making sure it sounds like one—and not like an amateurish attempt at making something impressive through fancy editing skills or special effects. Keeping it simple and straight to the point will do the job right.
Keep your audio and visuals in sync with each other
The idea of creating a Knowledge Base video over a written article is to make it more engaging and help the users retain the information. And that is why keeping the two most important aspects of video, i.e., audio and visuals, to be in sync with each other is crucial. Any disharmony between these two could put off the user, making harsh decisions that may impact your business.
Always use the related screenshots/images/videos that perfectly sync with your voice-over for a smooth understanding of the subject.
Host the Video on the right page
You may make a fantastic video, but people wouldn't benefit from it if they can't navigate their way to it. Hosting videos where they can find them easily, even when they are not voluntarily looking, can make a world of difference for you and your business. For example - a product walkthrough video right on the page of your application where the users get started or a knowledge base page segregated as per the product's features is an excellent way to host your videos.
A Tool to Create Knowledge Base Videos
Creating knowledge base videos is not a one-time thing for any business today. They must constantly evolve and update to ensure they are not lagging in their niche. With every new feature or a change in the existing ones, they should be able to make a video with a tool that is:
- Easy to use
- Quick to create
- Easy to host
- Easy to update
- Offers AI Voice
And WowTo is a tool that offers you all of this and more. It is a tool designed to create, build and update a multilingual knowledge base without breaking a sweat. Unlike other video editors, WowTo is made specifically for creating How-to videos, which is excellent for knowledge base videos.
Video can be a powerful tool for you to use within your knowledge base content. It can provide an otherwise-unavailable face to your services, create an interactive experience for your customers and prospects, and attract more customers to your business.
Create your multilingual video knowledge base today with WowTo and see how it improves customers’ interaction with your business.