Knowledge Base Video: Everything You Need to Know

By

Kevin Alster

Strategic Advisor at Synthesia

What is a knowledge base video?

A knowledge base video is an informational video that answers common support questions and helps customers learn about a specific topic in a video format.

It can be an answer to a generic question about the business/product or a demonstration of how to solve a particular problem with a software or tool. Knowledge base videos usually have a narrator who speaks slowly and clearly, using simple language that is easy to understand. The videos also often include visuals, such as animations or screen recordings, to help illustrate the points being made.

Why should you create a video knowledge base?

Including relevant videos can enhance the customer experience, decrease strain on customer support teams, and improve customer satisfaction.

Beyond that, there are three more nuanced benefits of embedding videos in knowledge bases/help centers.

Videos easily demonstrate and explain a problem

Text-based knowledge base articles are usually written as how-to guides and FAQs and include step-by-step instructions. That's why a video is a perfect medium for a knowledge base, as it shows context and allows the users to follow along at their own pace.

Videos serve a wider audience

In fact, people take in 95% of the information presented through video vs. only 10% through text.

Videos allow you to see engagement data

If you're hosting your video on a site that offers analytics, like YouTube, you can understand exactly how your customers find and interact with a video.

Creating videos saves time

Using an AI video maker like Synthesia, companies can create narrated instructional videos with realistic presenters by simply typing text. No need for any equipment or editing skills.

How to use videos in your knowledge base

Show step-by-step processes with how-to videos

Video tutorials are perfect for demonstrating step-by-step instructions for solving a particular issue because they combine an audio explanation with helpful visual clues.

Onboard new users with video

Creating customer onboarding videos is much easier. Add these short video tutorials to the 'Getting Started' section of your knowledge base to set your clients up for success and reduce the workload of your CSMs.

Show off product features with explainer videos

Highlight a specific feature by quickly creating an explainer video. Publish across knowledge bases, announcement platforms, and even on your social media channels.

Answer questions with FAQ videos

Written articles are just not as engaging as videos, so why not support customers with videos answering all the commonly asked questions?

How to create knowledge base videos

Step 1: Transform your article into a video script

Most knowledge base content is too long and dry to be turned into videos without alteration. So before you simply paste your article, take a few minutes to turn it into a video script.

Step 2: Create a voice-over

Using a tool like Synthesia, you can simply paste your video script into the tool and choose a voice, and the voiceover will be generated automatically.

Step 3: Add screen recordings

Using Synthesia, you can record the screen right inside the video editor - no separate video creation tools needed.

Step 4: Give it a visual identity

A video knowledge base is a content library that will be seen by thousands of customers, so all video content should be recognizable and on brand.

6 tips for creating knowledge base videos

Tip #1: Add closed captions for accessibility

Closed captions also make the video more accessible for people in noisy environments or for those who prefer to watch the video with sound off.

Tip #2: Optimize your videos for mobile viewing

Use the aspect ratio presets in Synthesia to create videos in all kinds of mobile-friendly sizes.

Tip #3: Break language barriers with multilingual videos

Using Synthesia's video translation feature, you can translate any existing video into another language at the click of a button.

Tip #4: Match audio to visuals

Add interactive elements, such as written content and highlight boxes to your screen recording to reinforce your audio instructions.

Tip #5: Keep your content up to date

However, using the online video tool Synthesia, you can edit your knowledge base videos in seconds using the handy 'Edit' button.

Tip #6: Optimize for search engines

Adding videos to your YouTube channel is another great way to ensure your videos are search engine optimized since YouTube videos are automatically indexed by Google.

Create knowledge base videos at scale

We hope you have learned that you don't need fancy equipment, thousands of dollars, or a lot of time to create a video knowledge base.