Answer once. Deflect a thousand tickets.
A help-article-to-tutorial-video pipeline for support teams who keep answering the same questions. Turn your knowledge base, troubleshooting docs, and macros into video that resolves tickets before they reach the queue.
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Videos made by Support Teams with ngram
See how support teams use ngram to ship professional video, faster.
You answered this question 47 times this month. The 48th is open.
Agents stuck copy-pasting the same help article.
Your top ten tickets are variants of the same questions. Agents paste the help-center link, add a sentence of context, and wait for the customer to reply asking which step they missed. It is rote work that does not need the expertise the agent was hired for — and it eats the morning queue.
Multi-step workflows that collapse in text.
Some troubleshooting paths run through three settings screens, two nested menus, and a confirmation modal. Written steps with static screenshots lose the customer between step three and step four. They escalate not because the issue is hard but because the format made it hard to follow.
Escalations triggered by confusion, not complexity.
A tier-one agent sends an article. The customer skims, misses a detail, replies frustrated. The ticket bumps to tier two, where a senior agent spends time on a question that was never technically hard — it was just poorly communicated in text. Your CSAT slips on the format gap, not the answer.
Help content that falls behind every UI release.
Engineering ships a UI update on Tuesday. Your screenshots are wrong by Wednesday and your KB walkthroughs look broken. Customers follow the old steps, hit a new screen, and file 'docs are outdated' tickets across forty articles you do not have bandwidth to refresh.
Your team's answers are good. The format they ship in is what fails — and video is the format the queue is asking for.
A support content engine that scales with your queue.
Create once. Deflect thousands.
One place for every video
ngram turns the support knowledge your team already produces into video that actually resolves tickets.
Start from what you already have
Paste a Zendesk article, an Intercom macro, an internal runbook, or upload a quick screen recording from a tier-two agent. ngram drafts the script, scenes, and step callouts in plain language so the support lead reviews the walkthrough before any render starts.
Update once, regenerate everywhere
Once the script reads correctly, ngram applies your brand kit, generates smart zooms on the UI moments that matter, layers in step labels and captions, and exports a finished walkthrough sized for the help-center embed, the live-chat link, the ticket reply, and the in-app guide.
Run a support video library that covers self-service, ticket replies, onboarding, and release updates from a single workspace tied to your brand and your help-center stack — so deflection compounds without pulling another agent off the queue.
ngram pairs support with the rest of the post-sale team.
Customer Success
CSMs and support partner on the same content engine. Onboarding videos, QBR walkthroughs, and feature-adoption clips share a brand kit and a script library — so what support deflects in the help center, CS expands on in the renewal conversation.
Product Managers
When the PM ships a UI change, support gets a heads-up scene that updates the existing help video the same week. Roadmap recaps and changelog clips flow from PM into the support library without a second authoring pass.
Product Marketing
PMM owns the positioning library; support repurposes it as in-app guidance and help-center videos. The narrative customers see in the help center stays aligned with the launch story PMM ships on day one.
Developer Relations
DevRel API walkthroughs and integration tutorials live in the same workspace support uses for help-center content. Technical questions that hit the API support queue resolve to a video DevRel already produced for the same workflow.
From product update to polished video in minutes
Drop in the help article, macro, or screen recording
Paste a Zendesk or Intercom article, an Intercom or Help Scout macro, a troubleshooting runbook from your internal wiki, or upload a screen recording from a tier-two agent. ngram works with whatever support artifact your team already maintains.
Tell us who it's for
Name the audience: self-serve customers in the help center, an agent replying to a specific ticket, a new user mid-onboarding, or an enterprise admin configuring a workflow. ngram tunes depth, terminology, and pacing for that reader.
Review the script with the support lead
Your support lead reads the generated script to confirm the steps match what customers see in the product. Catch a stale screenshot reference or a deprecated setting before the render — the published asset starts correct from the first ship.
Generate the walkthrough on brand
ngram produces a polished video with labeled steps, smart zoom on the buttons and screens that matter, captions for accessibility, and your brand kit applied. The output reads as a real help-center asset, not a Loom dropped into a Zendesk article.
Export for every support surface
Ship the same walkthrough as a help-center embed, a direct link in a live-chat reply, a ticket reply attachment, an in-app guide step, and a captioned export for internal agent training. One video covers every channel where customers reach out.
Videos for every Support Teams workflow
What changes when video is easy
Deflection that compounds month over month
Each video deflects the same recurring ticket every time it's served. The library you build in month one shaves percentage points off ticket volume in month three — and keeps doing it without an agent reopening the queue to handle the same question again.
Faster resolution on what's left
Visual walkthroughs resolve issues on the first reply where text instructions generated three rounds of clarifying messages. CSAT lifts on the complex tickets your team still owns; first-contact resolution climbs even as queue size shrinks.
24/7 self-serve in every timezone
Video content answers questions while your team sleeps. Customers in EMEA, APAC, and the Americas all get the same help-center walkthrough, with caption translation handling the languages your support team does not staff overnight.
Help content that stays current with the product
When the UI changes, edit the script and regenerate the affected scenes. The KB video, the in-app guide, and the macro response refresh in the same release cycle — no more screenshots six versions behind the current build.
The feature set a deflection-focused support team actually uses.
Wire ngram into the support stack your team already runs.
Each recipe plugs ngram into the help-center, ticketing, and macro tools support teams keep open all shift. Start from one, then chain the rest as the deflection library matures.
whenA new article publishes in Zendesk or Help Scout
thenAuto-generate the matching video walkthrough and attach it back to the help-center entry
whenA ticket pattern hits a recurrence threshold in your CX dashboard
thenTrigger a deflection video for that pattern and notify the support lead in Slack for review
whenEngineering merges a UI change tagged with help-center impact
thenRegenerate the affected support video scenes on your self-hosted infra before the build ships
whenAn agent hits Make a video on a ticket in Zendesk, Intercom, or Help Scout
thenGet a personalized walkthrough back in a new tab to paste into the ticket reply
whenA 'top question this month' walkthrough is approved for distribution
thenSchedule the 9:16 cut to your company page as a customer-education post for prospects
whenA long-form help-center video finishes rendering
thenUpload to the customer-education channel with chapters, captions, and the help-article link in the description
whenClaude or ChatGPT calls the ngram tool from your AI support copilot
thenReturn a finished walkthrough MP4 and a shareable link the agent can paste into the customer's reply
Your help articles, macros, and recordings — already a video draft.
Single-task tools for the support workflow.
Questions from Support Teams like you
Scale support without scaling the headcount
Build a video library that deflects the recurring tickets, resolves the complex ones faster, and stays current with every product release — without pulling another agent off the queue to do it.