Video replies for the 20% of tickets that are 80% of your volume
Support answers the same 50 questions every month. Record each one once, reuse forever, and let new agents answer like your most senior rep.
The common pain points
Long written answers don't land
Customers skim. A 60-second video showing the exact clicks converts better than a 200-word reply.
Consistency degrades as the team scales
New agents answer the same ticket differently. Canonical video replies keep quality uniform.
Multilingual support is expensive
Hiring agents in every language is hard. AI-translated video replies let one recording serve a global user base.
How customer support teams use Explaino
- 1
Triage: identify your top 20 recurring tickets
Pull from your helpdesk — anything asked more than once a month is a candidate.
- 2
Record the definitive answer once
Your best support agent records the canonical reply. Explaino cleans up pauses and highlights clicks.
- 3
Auto-translate and publish
Generate versions in each customer language. Article export doubles as a help center entry.
- 4
Link from any future ticket
Agents paste the link. Time-to-reply drops from minutes to seconds. CSAT scores go up because customers get a clearer answer.
What you get with Explaino
- Canonical video replies that stay consistent across the team
- Article + video from the same recording — use the right format per ticket
- Multilingual support without per-language agents
- Analytics: see which answer videos get watched vs. skipped
Frequently asked questions
Can we embed these videos in Intercom or Zendesk?
Yes. Explaino gives you a shareable link, an iframe embed code, and a direct MP4 download. All major helpdesks accept one of those formats.
How do we keep videos up to date as the product changes?
Explaino preserves the source recording. When a flow changes, re-capture just that segment and the studio re-stitches the final video.
Can we track which replies actually help?
Yes. Video analytics show view rate, drop-off, and completion. Combined with your helpdesk's CSAT data, you see which canonical replies are working.