Recognising the Value of Videos for our Help Centre

By EmmaApril 27, 2017

–This article was last updated on 5 October 2021-

If you went into any classroom 20 years ago you would find students primarily learning by reading from a textbook. However, go into a classroom today and it is a different story. Modern teaching methods use an array of multimedia for educational purposes, from interactive whiteboards to YouTube revision channels. This shift towards a much more visual environment for learning techniques has very much influenced the way in which we have approached our help centre.

Woman watching video tutorial on laptop

Evidence of this change can be found on the web. The one media channel that is fast becoming the most powerful and widely employed form of communication is video. According to Cisco, globally, 82% of all Internet traffic will be video streaming by 2020, in comparison to that of 68% in 2015. This figure highlights the increasing demand for videos as the favoured form of communication. It is not surprising that videos are overtaking the likes of articles for Internet traffic, considering that visual images get processed 60,000 times faster than text does. This need for fast and useful content in which people can watch without too much cognitive strain is becoming ever more popular in today’s busy society.

For us, incorporating this form of communication is essential for developing a first-class help centre. Whilst we pride ourselves on designing an intuitive and user-friendly software, we know that in the fast-paced world of business sometimes a little help goes a long way. We wanted to equip our customers with an array of support materials to suit their individual learning styles. Our customers can watch quick, yet insightful videos and also read through our in-depth user guides.

Sometimes it can be hard to contextualise each step of a process when merely reading an article. The visual benefits associated with videos mean that our users can see the software in action. Having the ability to pause and rewind video is a great tool, allowing them to configure the system alongside. They can then go click-by-click with the video to ensure that they are following the method to the tee.

ExpenseIn has been designed to be very user-friendly and easy to pick up. However, we know a top quality help centre is an invaluable tool for many. Whether our customers just want to double check that they have done something correctly or need a helping hand with a more in-depth feature, our help articles and videos will ensure that they get the most out of their experience with ExpenseIn. We already have an extensive collection of help videos and will continue to add more over the coming months.