Have you ever landed on a website, typed a question into the search bar, and received an answer so vague or irrelevant that you gave up entirely?
You’re not alone. Many traditional FAQ pages are more frustrating than helpful. But there’s a better way to support your customers, build trust, and strengthen your marketing: FAQ videos.
FAQ videos are a growing trend for good reason. They present useful information through engaging visuals and expert explanations, offering a more direct, memorable, and human response to customer questions. In this blog, we’ll look at what FAQ videos are, why they matter, where to use them, and how to get started.
What Is a FAQ Video?
A FAQ video is a short, focused video in which a real person—often a team member or subject expert—answers a common question. It might cover topics like how your service works, what a customer can expect after signing up, or how to handle a specific product feature.
Unlike text-only FAQ pages, these videos use voice, visuals, and often demonstrations to help customers understand more clearly and quickly. They’re designed not just to inform, but to build trust and confidence in your business.
Why Traditional FAQ Pages Fall Short?
Imagine a visitor to your site types: “Can I insure just my laptop instead of my whole house?” If your FAQ system is limited, they might see something like “Can I insure my house?” That mismatch causes frustration.
It’s more than just a missed opportunity—it’s a point of friction. When potential customers can’t get clear answers, they’re more likely to leave and look elsewhere.
A well-planned FAQ section should reflect that you’re actively listening. It should be based on real customer queries from support emails, sales calls, internal search logs, and even places like Reddit or Google Search Console. That insight can then be used to build videos that answer the questions people are genuinely asking.
Why FAQ Videos Work?
There’s a science behind the success of video content. Research shows that people retain 95% of information presented in video format, compared to just 10–20% from written text.
This explains why companies like Apple, Shopify, and Tesla now feature video content across customer support, sales materials, and onboarding experiences. It works across all industries, not just tech. Whether you offer legal services, home insurance, or coaching programmes, a clear, human-led video can clarify answers that static text often fails to deliver.
The “80% Video” Strategy
One standout approach is creating what’s called an “80% video”—a single FAQ video that addresses the majority of questions your sales team hears early in the sales process.
These videos:
- Save time by addressing repeated objections or concerns
- Help internal champions share key points with their stakeholders
- Offer transparent information that builds confidence, not confusion
By sending these before discovery calls, your team can concentrate on meaningful conversations, not repeating themselves.
Adding Value to Webinars and Live Events
If you’re running webinars, adding a FAQ video to your event page or email invites can help increase registration and reduce no-shows. It might answer:
- What the webinar covers
- Whether a recording will be available
- Who the session is for
Afterwards, these videos can be repurposed into short clips for social media or reminder emails, helping to keep your audience engaged.
Going Beyond a Single Video: Clustering Content
Traditional FAQs are often kept short to avoid overwhelming the reader. But video allows you to provide detailed information without information overload.
Instead of one long, general video, you can break a topic into smaller, related clips. For example:
- “Does household insurance cover contents or structure?”
- “Can I insure just my laptop?”
- “What if I only own power tools?”
Clustering lets you provide depth while keeping each video digestible and easy to search.
Why Video Builds Trust
People trust people. Seeing a human face, hearing a friendly voice, and watching someone explain something makes a brand feel more approachable. You don’t need polished, studio-quality footage—what matters is clarity, sincerity, and accessibility.
This matters even more in sectors where decisions carry risk or commitment, such as finance, healthcare, or insurance. A trustworthy face can make all the difference in how your information is received.
Where to Use FAQ Videos?
Once you’ve created a FAQ video, you can use it in a wide range of places:
- On landing pages to reduce bounce rates
- Within help centre articles for added clarity
- In sales outreach emails before calls
- In onboarding sequences
- On social media as short, captioned clips
- On registration pages for webinars or events
- Internally, as part of staff training on customer pain points
The result? Better engagement, higher conversions, and fewer support tickets.
What the Results Show?
Adding video to your FAQs isn’t just a nice touch—it can measurably improve performance:
- Pages with video get up to 41% more traffic
- Landing pages with video can convert up to 80% better
- Google displays video thumbnails alongside 26% of search results
- Video content can improve organic search traffic by up to 250%
It also gives you another way to appear in search results, especially since Google owns YouTube and often prioritises video-rich content.
Examples from Well-Known Brands
Plenty of major brands are already doing this well:
- Amazon: Reduces call centre load with product video guides
- Apple: Offers quick how-to videos for new features
- Google: Simplifies complex tools with video walkthroughs
- Shopify: Helps new users navigate their dashboards
- Tesla: Showcases new features and how to use them
- Zoom: Guides users through set-up during demand spikes
- Netflix: Troubleshoots streaming and account queries
- Adobe: Segments tutorial videos by user skill level
Each of these examples shares something in common: they use video to make information clearer and more useful.
How to Start Making FAQ Videos?
Creating FAQ videos doesn’t require a film crew or expensive gear. Here’s how to get started:
1. Choose the Right Questions
Start with the top five questions your support or sales team hears most. Focus on those that confuse customers or delay sign-ups.
2. Pick a Format
Choose the format that suits the topic:
- Talking head: For personal, trustworthy delivery
- Screen recording: For demos or walkthroughs
- Live product demo: For physical items
- Animated explainer: For technical or abstract topics
3. Keep It Short
Each video should answer one question or a small group of related ones. Aim for two to three minutes, and avoid going over ten.
4. Prioritise Clarity
You don’t need high-end equipment, but use decent lighting and sound. Add:
- Captions for accessibility
- Chapter markers (especially on YouTube)
- Branded intros and outros
- A call to action at the end
5. Analyse Performance
Platforms like YouTube and Wistia show you where people drop off or rewatch. Use that insight to refine future content.
Time to Rethink Your FAQ Page?
If your FAQ section is causing confusion instead of clarity, a rethink is overdue. FAQ videos offer a more human, helpful, and effective way to support your audience. Whether you’re a start-up or an established brand, it’s worth finding out what a well-made video can do for your business.
Let your FAQs work harder—and connect better.
Need help creating FAQ videos that actually answer the right questions?
At i-Q&A, we specialise in helping businesses like yours turn everyday queries into engaging, accessible video content that customers value. Whether you’re building trust at the first touchpoint or improving onboarding, we’re here to support you.
Visit i-qa.net to learn more about our tailored video FAQ strategies and how we can help you make your customer support—and your business—clearer, more efficient, and easier to trust.
