Read before this
Read these direct prerequisites in order. Each guide lists any earlier context it assumes.
When to use this guide
Use this if you manage a customer account and the person you just helped still cannot find a setup step. You agreed on the call that they would open the onboarding checklist and complete its first item. A short follow-up can show exactly where that item lives. Have the agreed next action, an approved guide link and footage safe for this recipient.
Step 1. Extract the facts the customer can see
In this fictional example, the approved facts are short: the customer could not find the onboarding checklist; they should open the Getting started guide and complete the first two items; their account owner will check progress Friday. No names, account IDs or private conversation transcript are needed to teach that action.
Write that summary alongside the guide link you intend to send. If the support notes contain an unresolved guess or a promise nobody confirmed, leave it out or return to the account owner. The source attachments guide helps distinguish the material needed for the video from notes that should stay with the support team.
An internal note reads “Couldn't find checklist, buyer frustrated, support investigating, follow up with Alex.” The customer should not receive the internal assessment or a vague promise of a fix. Pull out what both sides agreed: open the Getting started guide, complete its first two items and send a question to the named account owner if the checklist is missing.
Step 2. Choose what the customer should do next
Give the video a simple opening: “Here is the guide we agreed to use after today's call.” Show where to find it with an account-safe screen, then pause on the first two items. Close with the agreed owner and next contact. Put any URLs, dates or text the customer needs to copy in the accompanying message as well.
If the guide is inaccessible to the customer's role, a video cannot grant that access. Write the prerequisite into the message and ask the account owner to fix it before delivery. If the issue is still being investigated, distinguish the usable workaround from the unresolved problem. This keeps a friendly follow-up from turning into an accidental promise.
If the customer only needs a link and two checklist items, a short written message may resolve the follow-up immediately. Add video when the customer needs to locate a control, understand the order of unfamiliar actions or recognize a saved result. A recording of somebody reading the email adds another thing to open without helping the customer act.
Keep one customer in view when writing. “Jules, open Getting started and complete the first two items before our Friday check-in” is more useful than a broad tour for every onboarding user. Follow with the accessible destination and the account owner's name. Use the same names and deadlines in the video, message and CRM note.
Step 3. Create a short message from the approved summary
Ask for a short follow-up addressed to someone who has just finished the call. State the problem once, name the guide, then give the action in the order the customer should take it. Close with who will check progress and when. Avoid a general product tour or an invitation to complete every onboarding step at once.
Watch the 11-second onboarding follow-up (MP4). The customer hears why they are receiving the message, which two checklist items to complete and who will check progress on Friday.
Step 4. Show the starting screen if the route is still unclear
If the customer already saw the checklist on the call, send the link and the agreed next action. If they still cannot find it, make a short clip in a demo workspace with the same role. Give ngram Studio the starting URL and ask it to show the route to Getting started. Browser Handoff lets you sign in when needed so ngram can capture the route. End on the first checklist item the customer agreed to complete.
Step 5. Open the result with the recipient’s permissions
Open the video from a viewer session appropriate to the customer. Check permissions and playback, then send the text link to the Getting started guide next to the video. An owner can change a written guide link without recording a new clip. Use the sharing guide to choose the right delivery method and record where the customer will find the follow-up.
Open the link with the intended recipient's permissions, not the support agent's. Confirm that it leads to the correct account and current guide. Watch the last frame for private details from the previous screen and listen for a spoken name that was removed from the transcript but survived in the audio.
Step 6. Send it with the next action and check what happened
On Friday, the account owner should check the actual onboarding state. Receiving or watching the video by itself does not establish that the first two items are complete.
Record where the follow-up was delivered and which action you are waiting for. If the customer replies “I did the two items,” the CSM can pick up from there. If the customer says “I can’t see the guide,” investigate the destination or permissions rather than sending a longer explanation of the same two clicks.
If a second customer later asks a similar question, create a reusable generic lesson from approved sample material. Do not forward a named account follow-up simply because it answers a similar question.
References and next steps
- Sources and attachments — choose which files or links to give Studio.
- Sharing and publishing — choose how viewers will receive the finished video.
- Browser Handoff — collect product footage when a website asks you to sign in.