If you’re spending too much time answering the same questions from customers—whether about your product, service, or onboarding—there’s a better way to handle it. Imagine a single video that answers a common query once and for all. FAQ videos are not only helpful for customers, but they also save your team time, build trust, and make your website more engaging. But how do you actually create one?
In this post, we’ll walk you through a practical, human-centred approach to crafting effective FAQ videos, using five simple steps that anyone can follow—whether you’re a solo creator, a small business owner, or part of a larger team.
Why FAQ Videos Are Worth Making
Text-based FAQ pages have long been a customer support staple. But let’s face it—most people would rather watch a short video than scroll through paragraphs of text. Visual content communicates faster, sticks better, and feels more personal.
Here’s what makes FAQ videos so effective:
- Faster understanding: The brain processes visuals about 60,000 times faster than text.
- Stronger engagement: Viewers spend more time on your website, helping with SEO.
- Reduced support load: Fewer support tickets for repeated questions.
- Stronger brand trust: Videos humanise your message by putting a face or voice to the answer.
What Kind of FAQ Video Should You Create?
Not every FAQ video needs to be a full production. Start small and tailor the format to your content:
- Screencast tutorials: Ideal for software walkthroughs or explaining dashboards.
- Talking-head answers: A friendly face builds familiarity—great for service-based industries.
- Animated explainers: Useful for demonstrating concepts or processes.
- Interactive videos: Allow viewers to choose what they want to learn next, using tools like VideoAsk.
Where to Use Your FAQ Videos
To get the most out of your effort, place your video content strategically. Think about the customer journey and insert videos where questions naturally arise:
- Homepage: Address objections or common concerns upfront.
- Product or pricing pages: Tackle feature queries or billing concerns.
- Support centres: Complement help articles with clear visual guides.
- Onboarding emails: Welcome new users and reduce learning curves.
- Social media: Engage followers with snappy, informative clips.
- Internal training: Help staff understand how to respond to top queries.
How to Make an FAQ Video: The Five-Step Process
Step 1: Gather the Right Questions
Start by collecting real, repeated questions from your audience. You’ll find these in:
- Customer support tickets
- Sales conversations
- Comments on social media
- Search queries
- Feedback from customer-facing staff
Prioritise questions that are asked frequently, cause confusion, or block conversions. If you’re unsure, ask your team or run a short survey with customers.
Step 2: Write a Simple, Conversational Script
This step is where many people overcomplicate things. Your script should:
- Answer just one or two questions per video
- Use everyday language (ditch the jargon)
- Sound natural—as if you’re speaking to the customer directly
- Include examples or demonstrations where helpful
Keep it short and on-point. One to two minutes is plenty for most videos.
Step 3: Choose the Right Tools and Format
Don’t worry about expensive equipment. Here are easy options to get started:
- Loom or Camtasia: Great for recording screencasts or webcam videos.
- Synthesia: Turn scripts into AI-powered videos using avatars and voiceovers in multiple languages.
- VideoAsk: Create interactive experiences where users can choose their own path through questions.
Pick the tool that suits your needs and audience. Screencasts are perfect for how-tos. Talking-head videos are great for customer engagement. AI avatars offer fast, scalable production.
Step 4: Record, Review, and Refine
Take the time to ensure your video is clear, comfortable to watch, and aligned with your brand. Use the FOCA framework:
- Focus: Are you staying on topic?
- Organisation: Is the information easy to follow?
- Clarity: Is the message clear and understandable?
- Appeal: Does the tone and style match your brand?
Ask a few colleagues or team members to give feedback. It’s important to check that the video answers the right question in the right way.
Step 5: Publish and Track Performance
Once your video is ready, add it to your website, embed it in support articles, or include it in welcome emails. Don’t stop there—track how it performs.
Key metrics to monitor:
- Number of views
- Completion rates
- Drop-off points (where viewers stop watching)
- Support ticket volume for that topic
This data helps you understand what’s working—and what needs adjusting.
Real Examples of FAQ Videos in Action
Several well-known brands have nailed the use of FAQ videos:
- Zendesk breaks down webinars into segmented FAQs to support their customer base.
- Samsung offers short, sharp product setup videos with visual clarity and minimal narration.
- Britbox caters to older viewers with animated how-to clips that guide through using their platform.
- Dyson uses silent, highly visual videos—ideal for international audiences and language-free clarity.
- B&Q shares long-form DIY tutorials with chapter markers, making them easy to navigate.
Each of these brands customises their video style to their audience and purpose. You should do the same.
Advanced Tips to Keep in Mind
As your FAQ video content grows, here are some extra practices to follow:
- Keep each video under two minutes if possible
- Use captions to support accessibility and boost engagement
- Make sure your visuals reflect your branding (colours, tone, fonts)
- Use real staff members if you can—viewers appreciate authenticity
- Review and update videos regularly, especially when products or policies change
Tools That Can Help You Create FAQ Videos
Synthesia
- AI-generated videos using avatars
- Supports over 140 languages
- No camera, lighting, or editing skills needed
- Easily embed into your website or share links
VideoAsk
- Record responses to user queries
- Build decision-based video funnels
- Integrate with platforms like HubSpot and Mailchimp
- Add branding, branching logic, and contact forms
Together, these tools offer both scalability and personalisation—ideal for growing businesses who want to improve their customer support experience.
Final Thoughts
Creating FAQ videos isn’t about producing slick, high-budget films. It’s about being helpful, clear, and human. Your customers are looking for real answers to real questions. A short, thoughtful video can often do that better than a thousand words.
Start small. Choose one question. Write a short script. Record a simple video. Then keep going.
Whether you’re helping someone get started with your product, guiding them through billing, or showing them how to reset a password, an FAQ video can save time and build trust. The result? A smoother experience for your customers—and a lighter workload for your team.
FAQs About Creating FAQ Videos
How long should each video be?
Aim for 30 to 90 seconds. Go longer only when necessary.
How many questions per video?
Stick to one or two. This keeps the video focused and easy to follow.
Do I need professional equipment?
Not at all. Many creators use free or low-cost tools like Loom or Synthesia.
Can they help with SEO?
Yes. Video increases engagement and time spent on your site. Add transcripts and optimise titles for best results.
What’s the easiest way to start?
Pick the most common customer question. Write a clear script. Use a simple screencast tool or AI video creator to record and share.
