Web Hosting – Video or Text tutorials?
Support centers are an essential part of a web hosting business. Web hosting businesses are required to possess an in depth technical knowledge of the services they are providing, as problems with client’s accounts surface on a regular basis. Having a strong support center for your clients gives a more professional image to your company and ensures that your clients will stay with you on a long term basis.
There are various ways to lay out your help and support centers online for your web hosting clients. However you choose to layout your support center, you always needs to try and include some informative web based tutorials.
Why offer tutorials?
Most businesses, not just in web hosting, get hundreds of emails every day which relate to simple problems that, sometimes, can be fixed within minutes. Some problems that occur are so basic that they could be fixed by someone that isn’t technically minded at all. Offer a quick and instant fix via a video or text tutorial and this will drastically decrease the number of support based enquires you receive every day.
Instantly, you should be able to see that your overheads in the support area of your business decrease, as well as having time spare which can be used to add value to your web hosting business.
Which tutorials are superior; text or video based?
Both video and text based tutorials are excellent ways of educating your clients. As mentioned previously, by educating your clients about certain problems and showing them ways to fix them will save you both time and money.
Text based tutorials offer an excellent way of educating your web hosting clients about the simple fixes and modifications to their account. Getting a direct message across via text can be extremely difficult, so it is advisable to use the text based tutorials for the most basic procedures. When offering your clients a text tutorial, the simplest format is to use a list. By listing the details relating to the problem, you are not allowing for any deviation, ensuring that all clients completely understand the tutorial.
Video based tutorials are generally used to inform and educate clients about more complicated procedures. By using a visual tutorial, your web hosting clients will be able to understand the message you are trying to portray a lot easier. The visual tutorial will enable you to include a lot more information, with screen shots and live footage, enabling the client to get a full picture of what is being asked from them. Ensure you plan your video based tutorials before hand so that they flow and are easy to understand.
From the above information we can conclude that video based tutorials are a lot more informative than a basic text tutorial, the visual aspect gives the tutorial a informative edge of a text tutorial. As text based tutorials are a lot easier and quicker to produce, use those for the simple tutorials and use video for the more complicated procedures. Remember that your tutorials are essentially saving your company time and money, so make sure they are clearly laid out and packed full of information.
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