Support Troubleshooting Video

Troubleshooting videos that customers can actually follow

Written troubleshooting guides confuse more than they help. Visual guides get followed and resolve issues. Turn complex diagnostic steps into videos customers complete successfully.

Try example prompts

"The troubleshooting guide is 12 steps. Customers give up at step 3."

“

You create troubleshooting documentation for common issues.
The guides are thorough.
They cover every scenario.
They walk through diagnostic steps systematically.
Everything customers need to resolve issues themselves.

But customers abandon them.
Troubleshooting requires following precise steps in sequence.
One wrong turn and they're lost.
Written instructions can't show what "the third option in the dropdown" actually looks like.
Customers get stuck, give up, and submit tickets.

”

90% of consumers want video for support, only 40% get it

65-70% of routine troubleshooting could be automated

Step 3 where most customers abandon written guides

17+ hours average resolution time for troubleshooting tickets

Every abandoned troubleshooting guide is a support escalation that visual content could have prevented.

From "I tried everything" to "I followed the video and fixed it"

The Old Way

Before ngram

  • A customer encounters an error. They find your troubleshooting guide. It starts with: "First, clear your cache. Then check your browser settings. Next, verify your account permissions."
  • They think they cleared the cache. They're not sure which browser setting to check. They can't find account permissions. By step 4, they're lost. They submit a ticket: "I tried everything in the guide but it didn't work."
  • Your agent asks what they tried. Turns out they missed a critical step. The troubleshooting starts over with guided assistance. The written guide failed because it couldn't show the way.
The ngram Way

After ngram

  • Same error. Same customer. But now there's a 3-minute troubleshooting video. They watch you clear the cache, showing exactly where to click. They see the specific browser setting. They follow along to account permissions.
  • At each step, they confirm their screen matches yours. When something looks different, they know to try the alternative path. They complete all 8 steps successfully. Issue resolved. No ticket needed.
  • Your troubleshooting video guided them through a complex process they couldn't have followed in text. Self-service success for issues that previously required agent assistance.
The Numbers Don't Lie

Guide completion rate

20-30% (abandon early)
70%+ (watch to end)

Self-service success

Low (confusion at steps)
High (visual guidance)

Escalation rate

High ("tried everything")
Low (actually completed)

Support team involvement

Manual walkthrough
Only edge cases

Step-by-step visual guidance from your troubleshooting expertise

Ngram transforms your troubleshooting knowledge into video guides that customers successfully follow to resolution.

1

Record the diagnostic walkthrough

Walk through the troubleshooting steps on screen. Show each diagnostic check. Demonstrate what success looks like at each stage. Ngram polishes your recording into a guide customers can follow.

2

Or build a troubleshooting library

Create video guides for every common issue. Cover different scenarios and their solutions. Ngram ensures consistent quality. Comprehensive visual support that handles the majority of issues.

Most popular

Either way, customers complete the troubleshooting. Self-service that actually resolves issues.

What changes when support troubleshooting video take minutes

70% guide completion

Customers watch troubleshooting videos to the end. Visual steps are easier to follow than written instructions. Higher completion means more issues resolved without support involvement.

Fewer escalations

When customers successfully complete troubleshooting, they don't escalate. Visual guides reduce "I tried everything" tickets because customers actually try everything. Self-service that works.

60,000x faster processing

Visual information is processed 60,000 times faster than text. Troubleshooting videos leverage how brains naturally work. Customers understand faster and execute correctly.

Pause, rewind, retry

Customers control the pace. They pause at tricky steps. They rewind when confused. They retry with visual reference. Self-paced troubleshooting that accommodates different speeds.

Raw recording → polished video in 3 steps

1

Drop in what you have

30 seconds

Upload a screen recording, paste a URL, or add a feature doc. ngram works with whatever's already on your hard drive. No special prep required.

2

Review before it renders

2 minutes

ngram shows you the script and storyboard first. Don't like something? Edit it in plain English: "Make the intro shorter" or "Add a zoom on the pricing section." You stay in control—without learning a timeline editor.

3

Export everywhere

instant

One click: 16:9 for your website, 1:1 for LinkedIn, 9:16 for mobile. Captions baked in. Brand kit applied. Ready to send.

Built for support troubleshooting video, specifically

Smart Zoom

Highlight every diagnostic step

Automatic zoom on menus, settings, and interface elements ensures customers see exactly what to look for at each troubleshooting step. No guessing which option is correct.

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1

Auto-Cut

Focused guides that get completed

Automatically removes pauses and slow moments. Troubleshooting videos stay focused on the diagnostic steps. Customers maintain momentum through the entire process.

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2

Auto Captions

Follow along in any environment

Accurate captions ensure customers can follow troubleshooting steps wherever they are. Desktop, mobile, office, home. Technical guidance accessible in any context.

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3

Brand Kit

Professional support resources

Your company branding on every troubleshooting video. Consistent, professional presentation builds confidence. Customers trust guides that look official.

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4

Multi-Format Export

Accessible wherever issues occur

Export for help center, in-app support, chatbot, or email. Same troubleshooting video optimized for every channel. Meet customers where they encounter problems.

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5

“But will it work for my situation?”

Still have questions?Get in touch →

The old way vs. the ngram way

Ngram Troubleshooting Videos

Completion rate70%+
Self-service capabilityHigh (visual guidance)
Availability24/7 (high quality)
Cost per resolutionLow (successful self-serve)
Customer preference90% prefer visual

Written Guides

Completion rate20-30%
Self-service capabilityLimited (confusion)
Availability24/7 (low quality)
Cost per resolutionLow (but high escalation)
Customer preference10% choose

Live Agent Walkthrough

Completion rateHigh (guided)
Self-service capabilityNone (requires agent)
AvailabilityBusiness hours
Cost per resolutionHigh ($15-25)
Customer preferenceFallback option
Ready?

Stop watching customers
abandon troubleshooting guides

Create troubleshooting videos customers actually follow to resolution. 70% completion rate. Fewer escalations. Self-service that works.

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