You’ve just closed a deal after months of nurturing, but now the real challenge begins helping your customers understand and use your product effectively. What’s worse than losing a potential customer? Losing a paying customer who feels confused or overwhelmed by your product, resulting in frustration and eventual churn.
Does this hit close to home? If so, it’s time to rethink your customer education strategy. Providing long guides or hosting endless webinars to explain your product is simply not enough anymore. These methods often result in customers feeling disconnected and disengaged.
What you need is a scalable, engaging solution that ensures customers are informed and empowered: a video platform for customer education. Research shows that companies with formalized customer education programs improve top-line revenue by an average of 7.6%.
Customers Aren't Fully Utilizing Your Product
Every company faces this challenge at some point—customers sign up, maybe even go through a demo, but weeks later, they’re stuck, frustrated, or just don’t fully understand your product. They’re not seeing the value, and soon enough, they’re reaching out to customer support with basic questions or, even worse, silently slipping away.
Why is this happening? The issue is clear: insufficient customer education.
Your product could have all the potential in the world, but if customers don’t know how to use it effectively, it becomes a burden rather than a solution. What follows is high churn, low engagement, and a customer success team stretched too thin, dealing with support tickets that could have been avoided with proper education. According to research 85% products fail when companies don't talk to customers.
It’s not just external customers who suffer from poor education. Internal teams—sales, customer support, and even marketing—might struggle to fully grasp the product's functionalities, leading to missed opportunities and internal inefficiencies.
Poor Customer Education Leads to Lost Opportunities
Now, let’s think about what poor education really costs your business. Low customer engagement is just the beginning. Without a well-structured education process, customers never fully realize the value of your product. They only use a fraction of its features, which reduces their satisfaction and your overall value proposition.
And once dissatisfaction sets in, it’s hard to pull customers back.
Your customer success team can only do so much when faced with customers who haven’t been properly onboarded. And even if they put in their best efforts, their resources are limited. Meanwhile, your support team is overwhelmed with basic inquiries that could have been addressed early on through better education. Businesses are currently jeopardizing $3.7 trillion due to bad customer experience.
The result? Low adoption, high churn, and declining customer satisfaction.
So, how do you break this cycle of frustration and disconnection?
Why a Video Platform for Customer Education is the Answer
It’s time to step away from the outdated methods of customer education and embrace a more modern, scalable approach—using a video platform for customer education. Video is an incredibly effective medium for educating customers, offering a blend of accessibility, engagement, and scalability that text-based resources simply can’t match.
Here’s why implementing a video platform can be the game-changer you need:
Scalability for Growing Businesses
As your business scales, so do your customers' needs. Relying on customer support or one-on-one demos to educate them won’t cut it. You need a solution that grows with your business.
With a video platform for customer education, you can create pre-recorded tutorials, onboarding videos, and training modules that can be distributed to thousands of customers at once. Whether you have 10 customers or 10,000, video allows you to deliver consistent and comprehensive education at scale, saving your team valuable time and resources.
Increased Engagement with Video Content
The truth is people remember what they see in a video far better than what they read. Studies show that viewers retain 95% of a message when they watch it on video, compared to just 10% when reading it in text.
A video platform for customer education offers engaging, visual learning experiences that hold customers’ attention and help them absorb the material more effectively. You can even use interactive features like quizzes or in-video bookmarks, making the learning process engaging rather than passive.
On-Demand Learning Anytime, Anywhere
Modern customers expect flexibility. They want to learn on their terms—when and where it's most convenient for them. A video platform allows you to offer on-demand learning, enabling customers to access educational content at their own pace.
This also helps alleviate the pressure on your customer support teams. Rather than waiting for live demos or training sessions, customers can access the video content they need, when they need it. From troubleshooting to feature deep dives, everything can be made available through a well-organized video library.
Consistent, Reliable Messaging Across All Touchpoints
Consistency in messaging is critical when educating customers. You can’t risk different customers receiving different instructions or explanations from various support agents or CSMs.
A video platform for customer education ensures that every customer gets the same consistent, accurate, and reliable information about your product. Each video tutorial or onboarding module can be carefully crafted to communicate the exact message you want, without variation.
Measure the Impact with Detailed Analytics
If you’re not measuring the effectiveness of your customer education efforts, you’re flying blind. A robust video platform for customer education provides valuable analytics to track who’s watching your videos, how long they’re engaging with them, and what sections they’re skipping.
This data allows you to continuously improve your educational content based on customer interaction and feedback. Are customers dropping off before the important feature tutorial? Adjust the content. Are some customers breezing through the material too quickly? Implement quizzes to ensure they’re retaining the information.
Lower Support Costs and Increase Efficiency
When customers are well-educated, they are far less likely to need constant support. By providing them with engaging, easy-to-understand video content, you empower them to solve problems on their own. This reduces the number of support tickets, phone calls, and emails to your customer service team, freeing them up to handle more complex issues.
In addition to external customer education, internal teams—like sales, marketing, and support—also benefit from a video platform for customer education. Teams can stay informed about the latest product updates and use cases without attending time-consuming training sessions.
Implementing a Video Platform for Maximum Impact
Transitioning to a video-based customer education model doesn’t have to be complicated. In fact, it can lead to significant improvements in both customer satisfaction and internal efficiency. Here’s how to implement a video platform for maximum impact:
Design a Curriculum That Grows with Your Product: Start with foundational topics, then gradually add more advanced videos as your product evolves. Break down complex features into smaller, digestible videos that users can consume as needed.
Make Videos Interactive: Add quizzes, clickable links, and in-video notes to keep your customers engaged and encourage them to interact with the content.
Update Content Regularly: Ensure your educational videos stay current as your product features change. Nothing frustrates customers more than out-of-date information.
Promote the Use of On-Demand Content: Let customers and internal teams know where they can find your video library. Make it a part of your customer journey and internal training communications.
People Also Ask
What is customer education?
Customer education is the process of equipping your customers with the knowledge and skills they need to effectively use your product or service.
Why is customer education critical for business success?
Effective customer education leads to increased product adoption, better user experience, reduced churn, and fewer support inquiries, ultimately contributing to customer satisfaction and retention.
What is a video platform for customer education?
A video platform for customer education is a tool that enables businesses to create, host, and distribute video-based training and educational content to their customers.
How does a video platform enhance customer education?
A video platform allows you to scale your educational content, provide on-demand learning, and engage customers more effectively through interactive and visual content.
How does customer education impact customer retention?
Educated customers are more likely to use your product effectively and see its full value, leading to increased satisfaction and retention rates.
What analytics can I get from a video platform for customer education?
Most video platforms offer detailed analytics such as viewer engagement, completion rates, and interaction points like quizzes and feedback forms, helping you measure the effectiveness of your content.
Can a video platform for customer education also be used for internal training?
Absolutely. Many businesses use the same platform to educate both customers and internal teams, ensuring everyone has access to the same high-quality, consistent information.
Posted by Sarim Suleman
Sarim Suleman is a Product Marketing Executive with a deep understanding of Enterprise Video Content Management and Digital Evidence Management. He is dedicated to applying his expertise to explore customer challenges and deliver effective solutions that address their needs.