How Explainer Videos Help in Customer Education and Retention
From simplifying complex ideas to improving customer loyalty, explainer videos have become a powerful tool for businesses across industries. They’re not just an engaging marketing tactic—they also play a significant role in educating customers and enhancing retention rates. If you’re looking to strengthen your customer relationships and boost satisfaction, it’s time to leverage the potential of explainer videos.
This blog explores why explainer videos are an effective strategy for customer education and retention. We’ll highlight their benefits, showcase real-world examples, and offer tips on how to create impactful videos that keep your customers coming back for more.
The Importance of Customer Education and Retention
Customer education and retention go hand-in-hand. When customers understand how to use a product or service effectively, they’re more likely to stick around long-term. Unfortunately, simply handing over a manual or sending a welcome email often isn’t enough to ensure customers fully grasp what your business has to offer.
Today’s customers expect interactions to be quick, intuitive, and engaging—and this is where explainer videos shine. By delivering educational content in an easily digestible and visually appealing format, explainer videos remove the guesswork and help customers unlock the true value of their purchases.
Building Trust Through Education
Educating customers shows them that you care about their success. With explainer videos, you establish trust by offering clear, helpful, and accessible solutions. Whether it’s onboarding a new customer or troubleshooting a common issue, these videos can make your audience feel supported, reducing potential frustrations.
Retention is Cheaper Than Acquisition
Acquiring a new customer can cost up to five times more than retaining an existing one. By investing in retention strategies—like explainer videos—you save on acquisition costs while boosting the lifetime value of your customers.
Why Explainer Videos Work
Explainer videos have proven to be highly effective for customer education and retention. Here’s why they work so well:
1. Simplify Complex Information
Some products and services involve intricate processes that cannot easily be explained in text form. Explainer videos break down these complexities into engaging visuals and concise language, ensuring every viewer can quickly understand the key takeaways.
For example, tech companies often use explainer videos to show how to integrate software tools, guiding users through each step visually.
2. Tap Into Visual and Auditory Learning
Not everyone learns by reading. Some people retain information better through visuals, while others benefit from auditory cues. Explainer videos cater to both styles simultaneously. The combination of animation, voiceovers, and text elements creates a multi-sensory experience that enhances understanding and memory retention.
3. Increase Engagement and Retention
Videos are naturally engaging—research shows that people retain 95% of a message when they watch it, compared to only 10% through reading. By embedding explainer videos into your customer support materials, you can significantly increase the likelihood that your audience understands and remembers critical information.
4. Promote Self-Sufficiency
Sending customers to an explainer video helps them answer their questions on their own, without needing to call customer service. This boosts their confidence in both your product and their ability to use it successfully. Additionally, deflecting support inquiries with video content can save valuable time for your team.
5. Reinforce Brand Personality
An explainer video is more than just a teaching tool—it’s an opportunity to show off your brand’s personality. By adding unique animations, branded colors, and a friendly tone, you create a memorable experience that strengthens brand loyalty.
Examples of Explainer Videos in Action
Educating New Customers
A great onboarding example comes from Dropbox. Their animated explainer video teaches new users how to store and share files with ease. The visuals are simple, and the language is direct, making it easy for even non-tech-savvy users to follow along.
Demonstrating Product Features
Peloton’s explainer videos showcase their fitness equipment while emphasizing its interactive features, such as live classes. These videos not only educate viewers on how to set up and use their bikes but also inspire them to enjoy the full Peloton experience.
Troubleshooting Problems
Zendesk provides customer support software and uses explainer videos to help users troubleshoot common issues. These quick tutorials empower customers to solve problems independently, reducing the need for live support.
How to Create Effective Explainer Videos
While explainer videos are undoubtedly impactful, not all videos will achieve the desired results. To ensure success, follow these best practices when creating your content:
1. Identify Your Goal
First, define what you want to achieve with your explainer video. Are you onboarding new customers, promoting a new feature, or addressing specific FAQs? Clear objectives will guide your content creation and ensure that your video delivers value.
2. Focus on Your Audience
Put yourself in your customers’ shoes. What questions are they likely to have? What format would resonate most with them? Tailor your video scripting and visuals to their preferences and needs.
3. Keep It Short and Simple
Attention spans are short, so aim to keep your video between 1-2 minutes. Focus on one key message per video, and don’t overload viewers with excessive details. You can always create a series of videos for more comprehensive topics.
4. Use Professional Design and Voiceovers
Invest in high-quality production values. Professional animations and clear voiceovers help build credibility and leave a positive impression on your audience.
5. Offer a Call to Action
What do you want viewers to do after watching the video? Whether it’s signing up for a newsletter or downloading a user guide, make sure to include a clear and enticing call to action at the end of your video.
Maximize the Impact of Explainer Videos for Your Business
Explainer videos are more than just an engaging format—they’re a critical component of customer success strategies. By simplifying complex information, addressing pain points, and fostering trust, these videos help to improve both customer education and retention.
If you’re ready to start using explainer videos to elevate your business, now is the time to act! Use these insights to create or enhance video content that resonates with your audience and keeps them coming back for more.
