Support Help Video
Help videos that deflect 40% of tickets not more docs nobody reads
Your help center has the answers. Customers just skip the text. Turn your most-repeated support solutions into 2-minute video walkthroughs that actually get watched. Fewer tickets. Faster resolutions. Happier customers.
Trusted by teams at
"Our help docs have the answer. Customers still open a ticket."
“”
You manage customer support for a SaaS product.
Your knowledge base covers every common issue: password resets, billing changes, integration setup, export troubleshooting.
The documentation exists.
It's accurate.
And almost nobody uses it.
Here's what actually happens.
A customer hits an error.
They open your help center, find a relevant article, and start reading.
Three paragraphs in, they can't figure out which settings menu you're describing.
They give up and submit a ticket.
Your agent reads the ticket, links them to the same article, and walks them through it manually.
Fifteen minutes of agent time, gone.
Same 20 questions, every single day Your agents copy-paste the same answers because customers won't read the article that already explains it
$15.56 per ticket The average cost of a support interaction that could have been a 90-second video walkthrough
59% would choose video Most customers prefer watching a solution over reading one, but your help center only offers text
Stale before it ships By the time you finish editing a help video in Premiere, the feature it documents has already changed
Every ticket for a documented issue costs $15 and 15 minutes your team will never get back.
From "I'll just submit a ticket" to "Oh, I see it now"
The Old Way
Before ngram
The ngram Way
After ngram
A customer tries to connect their CRM integration. They open your help article: 600 words, 8 steps, two screenshots from a previous UI version. They get stuck on step 4 because the button is now in a different menu. They close the article and submit a ticket with the subject line "integration not working."
Same customer, same integration question. They open your help center and find a 90-second video. They watch you navigate to the exact menu, click the right button, paste the API key, and confirm the connection. Smart zoom highlights every click. Captions let them follow along in a quiet office.
Your support agent opens the ticket, asks two clarifying questions, waits for a reply, then walks them through the same steps over email. Three messages and two days later, the customer finally gets it working. The interaction consumed 25 minutes of agent time across multiple touchpoints.
They follow along on their own screen. Two minutes later, the integration is live. No ticket submitted. No agent time consumed. The customer feels competent instead of frustrated. They close the tab with a small sense of accomplishment.
This particular integration question comes in 8 times per week. That's 200 minutes of agent time, every week, for a single documented issue. Multiply by your top 20 repeat questions and your support team is drowning in work that shouldn't require a human.
Your support team's ticket volume for this issue drops by 70%. Agents spend their time on complex, high-value conversations instead. When the UI changes next quarter, you re-record the walkthrough in 10 minutes and the updated help video is live before lunch.
The Numbers Don't Lie
Time to create
4-6 hours (record, edit, caption)
15 minutes
Cost per resolution
$15.56 (agent-assisted)
$0 (self-service)
Time to update
Re-edit from scratch
10 minutes
Self-service success
Low (text articles)
High (video walkthroughs)
Help videos from whatever you already know
ngram turns your support team's existing knowledge into polished help videos that customers actually use to solve their own problems.
1
Record a quick walkthrough
Screen-record yourself solving the most common support issues. Click through the steps the way you'd show a customer over a call. ngram cleans up the recording, adds smart zoom on every click, removes pauses, and generates captions. Professional help video, no editing required.
2
Or paste your help article
Drop in an existing knowledge base article or troubleshooting doc. ngram generates a scripted video walkthrough with visuals, step labels, and voiceover. Turn your best-written support content into the format customers actually prefer.
Most popular
Either way, your customers help themselves. And your agents get their time back.
What changes when support help video take minutes
40% fewer repetitive tickets
Companies with video knowledge bases report 30-50% reductions in support volume for documented issues. Each deflected ticket saves $15 in agent time and gives your team capacity for complex problems that actually need a human.
Instant answers, zero wait time
Customers solve problems in 2 minutes instead of waiting hours for an email reply or days for a ticket response. 81% of customers want more self-service options. Video help delivers what they're asking for.
Always current, never stale
When your product updates, re-record the walkthrough and have an updated help video in 15 minutes. No more outdated screenshots or instructions that reference menus that no longer exist. Current content builds trust.
Accessible to every customer
Auto-generated captions serve customers with hearing impairments, non-native speakers, and anyone in a quiet environment. Visual walkthroughs transcend language barriers that trip up text-based help articles.
Raw recording → polished video in 3 steps
1
Record yourself solving the issue
30 secondsScreen-record a walkthrough of the fix, the same way you'd show a customer on a call. Mistakes and pauses are fine. ngram cleans everything up.
2
Review the polished edit
2 minutesngram auto-cuts dead air, adds smart zoom on every click, and generates captions. Review the storyboard and tweak any steps before rendering.
3
Publish to your help center
instantExport in any format and embed in your knowledge base, in-app support, or chatbot. When the product changes, re-record and update in 10 minutes.
Built for support help video, specifically
Smart Zoom
Customers see exactly which button to click
When a customer watches your help video, smart zoom automatically highlights the exact menu, button, or field they need to interact with. No more "click on Settings" and leaving them to hunt through your UI. Every step gets a cinematic close-up that removes confusion.
Learn more1
Auto-Cut
90-second answers from 5-minute recordings
Record your walkthrough in one take without worrying about pauses, mistakes, or slow navigation. ngram automatically removes dead air and hesitation so your help videos stay short and watchable. Customers get answers fast, and short videos have higher completion rates.
Learn more2
Auto Captions
Help that works in any environment
Accurate captions are generated automatically, so your help videos work for customers watching on mute in an open office, customers who speak English as a second language, and customers with hearing impairments. Accessibility expands self-service reach to every user.
Learn more3
Cursor Emphasis
No more 'where did they click?'
Your cursor gets highlighted and trailed so customers can follow along step by step on their own screen. Especially valuable for complex multi-step workflows where losing track of the cursor means restarting the video from the beginning.
Learn more4
Brand Kit
Support content that looks professional
Every help video automatically uses your brand colors, fonts, and logo. Consistent, polished presentation across your entire video knowledge base builds the same trust as your product UI. Self-service should feel like an extension of your product, not an afterthought.
Learn more5
“But will it work for my situation?”
Still have questions?
The old way vs. the ngram way
Text Help Articles | Loom/Screen Recorders | ngram Help Videos | |
|---|---|---|---|
| Time to create | 30-60 min (write + screenshot) | 5 min (record) + 1-2 hrs (edit) | 15 minutes total |
| Self-service success rate | Low (customers skip text) | Medium (unpolished, long) | High (concise, zoomed, captioned) |
| Cost to update | Low (rewrite text) | High (re-record + re-edit) | Low (re-record, auto-edit) |
| Accessibility | Screen readers only | No captions by default | Auto captions + visual emphasis |
| Brand consistency | Varies by writer | None (raw recordings) | Automatic (brand kit applied) |
Ready?
Turn repeat tickets into
self-service videos
Your team already knows the answers. Put them in the format customers actually use. 15 minutes per video. 40% fewer tickets. Support that scales without scaling headcount.
Explore More Use Cases
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