2 min read

A Better Way to Win with Documentation, Education and Customer Success

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Last week Videate presented at its first “trade show” (ConVEx) and attended a second virtual conference (CEdMA). Both were awesome and we learned a lot! It’s very exciting to be part of a new “renaissance” for both technical documentation and customer education. We can’t thank Dawn Stevens, Danielle Campbell and their teams enough! While the first conference was focused more on content and strategy, and the other on education and training, a common theme was customer experience.

For SaaS companies, outstanding digital content is a must have for customer success. But increasingly important is customer acquisition. PDF manuals and instructor-led training are being displaced by multiple forms of digital content that assist users in every step of the customer journey, from initial research to onboarding to on-going support.

In his book “Customer Education: Why Smart Companies Profit by making Customers Smarter,” Adam Avramescu asks a great question, “What if your documentation and education programs could serve as a tool to generate awareness, increase trust and differentiate your company from competitors?” Product documentation and educational materials are quickly becoming important to marketing, so building high quality and always up to date content is no longer an option. If you want to meet this new challenge and deliver increasing value to sales as well as customer success you need always up to date technical documentation and videos!

But keeping videos up to date in a world of agile releases remains an elusive challenge for most companies. How would you answer these questions:

  • What percentage of your product is covered by up to date documentation as well as videos?
  • How long after each release does it take you to update your customer education videos?
  • Are you forced to tolerate some “video drift” as a concession because of time and cost concerns?
  • After you update the videos for how long are they current until the next release?
  • How much time do you spend each release copying and pasting updated screenshots into your documentation and/or support portal?
  • Is your knowledge base always up to date with each software release?

If you are like most software companies, you are not where you need or want to be.

Videate makes keeping your videos up to date easy. Whether you reuse your product documentation or create separate scripts, we provide a sustainable and cost effective process for video production. Here are a couple of quotes that speak directly to what Videate can do for you:

“Videate took our existing tech docs and produced hundreds of how-to videos with minimal effort on our part.” - Director of Technical Publications

“I can now scale something that was considered unscalable by my boss” - Director of Customer Education

In basketball, success year in and year out over a long period of time is historically related to having three great players on the team. Steph Curry, Klay Thompson and Draymond Green. Duncan, Ginobili and Parker. Magic, Kareem and Worthy. Bird, McHale and Parish.

Your customers will become long-term champions if Documentation, Education, and Customer Success work together as one team.

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