Are You Answering Customer Questions the Hard Way? Here’s Why FAQ Videos Might Be the Answer
Imagine you’re about to buy something online, but you’ve got a few questions: How does it work? Can it integrate with your existing tools? Is it customisable? You don’t want to scroll through pages of help articles or wait in a support queue. Now imagine there’s a short, helpful video that answers all your questions in under three minutes.
That’s the power of FAQ videos—and why more businesses are turning to them to support, inform, and build trust with their customers.
What Are FAQ Videos?
FAQ videos are short, targeted video clips that address recurring customer questions—everything from product pricing to onboarding steps. Instead of written responses, these videos blend spoken explanation with visuals, screen recordings, and annotations to make complex information easier to understand.
Rather than skimming dense help centre articles or waiting for a support agent, viewers can watch a concise, structured video that gets straight to the point. Whether embedded on a product page or included in a sales email, FAQ videos offer immediate clarity.
Why Are Businesses Making the Shift to Video FAQs?
The rise of FAQ videos isn’t just a passing trend—they’ve become a valuable asset in modern support and sales strategies. At their core, they solve two key problems:
- People want quick, clear answers.
- Businesses want to reduce repetitive support queries.
The result? A time-saving, confidence-building solution that benefits both sides.
Some companies adopt what’s called the “80% video” strategy—a concept from Vidyard—where one video answers the four to six questions asked by 80% of their prospects. These questions often include:
- How much does it cost?
- What integrations are supported?
- How does the onboarding process work?
- Can the platform be customised?
By frontloading these answers in a video, businesses reduce the need for repeated calls and emails, while buyers get the clarity they need to move forward.
Five Key Benefits of FAQ Videos
1. Less Repetition for Sales and Support Teams
Support tickets and sales calls often revolve around the same handful of questions. By pre-recording answers to these common queries, teams can focus on more in-depth conversations that require a human touch.
FAQ videos remove the need to say the same thing over and over again, freeing up time across the organisation.
2. Better Buyer Experience
Today’s buyers prefer to self-educate. Before they schedule a demo or talk to sales, they want to understand your offering. FAQ videos let them do just that—on their own time, at their own pace.
This builds trust early in the buyer’s journey and helps potential customers feel more informed before committing to a conversation.
3. Encourages Transparency
FAQ videos are an opportunity to be upfront about pricing, limitations, integrations, or anything else that might be a barrier to purchase. This honesty can be a deciding factor for prospects comparing multiple options.
Clarity builds confidence. And in sales, confidence helps close deals.
4. Easier for Stakeholders to Share Internally
In many buying decisions, one person does the research, but others influence the outcome. A well-made FAQ video can be forwarded to stakeholders, helping everyone get on the same page without needing a live call.
This internal shareability helps deals progress more smoothly.
5. Supports SEO and Page Engagement
Embedding video on support and product pages can increase time-on-site, reduce bounce rates, and even improve your rankings in search engines. When people stay longer and interact more with your content, your website performance improves across the board.
Real Brands Using FAQ Videos Effectively
Here are ten examples of companies putting FAQ videos to good use:
Monday.com
- Style: Screencast with live-action intro/outro
- Length: 2 mins 7 secs
- Why it works: Combines UI walkthroughs with bold text and clear billing explanations.
Airtable
- Style: Presenter plus screen recordings
- Length: 8 mins 17 secs
- Why it works: Uses timestamps and picture-in-picture to keep the video personal and digestible.
Wistia
- Style: Live-action and product demo
- Length: 2 mins 30 secs
- Why it works: Clean design, focused topic (email integration), and a warm, friendly tone.
ClickUp
- Style: Screencast with animated text
- Length: 2 mins 7 secs
- Why it works: Visually strong, uses step-by-step guides and overlays to aid retention.
Google Developers
- Style: Live-action with infographics
- Length: 5 mins 9 secs
- Why it works: Covers complex topics like Jetpack Compose with charts and split screens.
Jotform
- Style: Live-action
- Length: 5 mins 31 secs
- Why it works: Highlights Mobile Forms with strong visuals and structured delivery.
Zendesk
- Style: Live panel Q&A
- Length: 30 mins
- Why it works: Converts a long discussion into a segmented FAQ with slides.
The Visual Lounge
- Style: Podcast-style
- Length: 31 mins 44 secs
- Why it works: Chaptered format with three experts discussing recurring video-related queries.
Zoho
- Style: Screen recording
- Length: 9 mins 41 secs
- Why it works: Breaks down advanced CRM filters in a conversational, demo-focused style.
Samsung
- Style: Live-action product demo
- Length: 2 mins
Why it works: Straightforward setup guide with strong narration and clear visuals.
How Long Should FAQ Videos Be?
Most FAQ videos work best when they’re short—between one and three minutes. For more complex topics, chapters or timestamps let users jump straight to the part they care about.
Attention spans are short. If your message can’t be delivered quickly, break it into digestible chunks.
How to Make FAQ Videos That Actually Help
1. Identify the Most Asked Questions
Work with your customer service, sales, and onboarding teams. Review support tickets, chat logs, and survey data. Let your audience tell you what matters.
2. Write a Clear, Tight Script
Start with the question. Deliver the answer. End with a next step. Most FAQ videos need no more than 100 to 150 words of script.
3. Match the Format to the Topic
- Screencasts are great for software walkthroughs.
- Animations help explain abstract or conceptual ideas.
- Live presenters add a human touch and work well for pricing, onboarding, or service explanations.
4. Keep it Visually Rich
Use annotations, overlays, highlights, and branded elements to reinforce your message. Show what you’re talking about—not just say it.
5. Include a Clear CTA
Tell viewers what to do next. Whether it’s booking a demo, starting a free trial, or reading more, give them a direction.
6. Share Where It Matters
Place your FAQ videos on product pages, landing pages, support articles, and in sales emails. Reps can use them as early-stage tools to qualify leads faster.
Getting Started Without a Huge Budget
You don’t need an agency or fancy setup. With a decent microphone, screen recording software, and a well-planned script, your team can create helpful FAQ videos in-house.
That said, if you want to invest in a professional touch, platforms like Vidyard, Wyzowl, and Content Beta can assist with production, scripting, and post-editing.
Final Thoughts
FAQ videos are more than just a nice addition—they’re a practical tool to help you sell smarter, support faster, and communicate more clearly.
They’re designed to meet your audience where they are: short on time, full of questions, and looking for clarity. Done well, FAQ videos reduce friction, build trust, and make both your team and your customers happier.
Whether you’re just starting or looking to improve your existing content, there’s no better time to add video to your sales and support toolkit. A single well-placed FAQ video can answer dozens of questions—without ever picking up the phone.
