Enhance Your Zendesk Knowledge Base with Embedded Product How-To Videos

Zendesk is a powerful customer support platform that allows businesses to enhance their customer experience. By incorporating product how-to videos into your Zendesk knowledge base, you can provide an engaging and effective way for customers to learn about your products or services. 

This article will guide you through the process of embedding videos into your Zendesk KB and discuss the benefits of doing so. So, let's jump in and start creating more engaging content for your customers!

Why Embedding Product How-To Videos in your Zendesk KB is Beneficial

Embedding product how-to videos into your Zendesk knowledge base can bring a range of benefits to both your customers and support team. Here are some of the key advantages:

• Enhanced customer engagement: Video content is more engaging and easier to consume than text-based information. Customers are more likely to watch a short video than read a long article, resulting in a better overall experience with your knowledge base.
• Improved support experience: Videos can provide visual examples and detailed instructions that text alone cannot. Customers can see how to use your products in action, making it easier for them to understand and apply the information.
• Reduced support ticket volume: Video content can help resolve issues quicker, reducing the need for support tickets. When customers can easily find and watch a helpful video, they may not need to contact support as often, freeing up your team's time to focus on more complex issues.
• Better SEO: Videos can improve your search engine optimization (SEO) by increasing time spent on your website, reducing bounce rates, and improving overall engagement metrics. This can help your content rank higher in search results, making it easier for customers to find the answers they need.

Preparing Your How-To Videos for Embedding

Before embedding videos into your Zendesk KB, consider:

• Creating effective and informative videos: Produce high-quality content that teaches users how to use your product or service effectively.
• Optimizing video content for SEO and user experience: Include relevant keywords, titles, descriptions, and tags to ensure your video content is easily discoverable and engaging.

Choosing The Right Video Hosting Platform

When selecting a video hosting platform, take into consideration the following factors:

• Comparing popular video hosting platforms (YouTube, Vimeo, Wistia): Research the advantages and disadvantages of each platform to determine the best fit for your needs.
• Assessing privacy and security concerns: Ensure that the hosting platform you choose respects the privacy and security of your content and user data.
• Analyzing compatibility with Zendesk KB: Check if the hosting platform you choose integrates smoothly with your existing Zendesk KB.

Getting Started with Embedding Videos in Zendesk KB

To begin embedding videos in your Zendesk KB, familiarize yourself with Zendesk's rich content editor and the different methods for inserting videos:

• Understand Zendesk's rich content editor: Learn how to use the built-in tools to add, format, and edit content within your KB articles.
• Inserting videos: Determine whether to insert videos using a simple link, an embed code, or an iframe.

Embedding Videos with Guidde

Guidde allows users to create stunning how-to video guides with AI in just a few clicks. All you need to do is make an account, install Guidde’s web browser extension, and click record to record your screen while you carry out the task you’d like to explain. From here, you can easily add voice over, text, a background, and additional steps. Your Guidde video can also be exported or saved as a GIF. 

To embed your Guidde video into your Zendesk KB, follow these steps: 

1. Click Share on the video 
2. Click Smart Copy
3. Select Zendesk from the supported integrations
4. The HTML will be copied to your clipboard for you to paste into the appropriate area 

Embedding Videos with YouTube

YouTube is a popular choice for embedding videos in Zendesk KB due to its easy integration and large user base. Follow these steps to embed YouTube videos:

• Benefits of using YouTube with Zendesk KB: Leverage YouTube's SEO benefits, extensive audience, and robust video playback features.
• Video embedding steps and best practices: Copy the YouTube video's embed code and paste it into Zendesk's rich content editor.

Embedding Videos with Vimeo

Vimeo is another popular video hosting platform compatible with Zendesk KB. To embed Vimeo videos, consider:

• Advantages of using Vimeo with Zendesk KB: Benefit from Vimeo's customization options, high-quality video playback, and fewer ads.
• Video embedding process and tips for success: Copy the Vimeo video's embed code and paste it into the rich content editor.

Embedding Videos with Wistia

Wistia is a video hosting platform tailored for businesses, making it a great choice for Zendesk KB integration:

• Wistia and Zendesk KB integration benefits: Utilize Wistia's advanced video analytics, customization options, and lead generation features.
• Steps for embedding Wistia videos in your Zendesk KB: Copy the Wistia video's embed code and paste it into the rich content editor.

Customizing the Video Playback Experience

Customize the video playback experience for users by adjusting the following settings:

• Autoplay, video controls, and player customization: Select whether videos autoplay, enable or disable video controls, and apply custom branding to your video player.
• Ensuring video accessibility for all users: Include closed captions or transcripts for users with disabilities, as well as cater to users on various devices and internet connections.

Measuring the Impact of Embedded Videos on Your KB

To further optimize your video content, you can also consider implementing the following strategies:

• Conducting A/B testing: Test different video lengths, formats, and placements to determine what resonates best with your audience.
• Incorporating video transcripts and closed captions: This can improve accessibility and make your content more SEO-friendly.
• Promoting videos through various channels: Share your videos on social media, email newsletters, and within your knowledge base to increase visibility and engagement.
• Continuously improving and updating your video content: Regularly assess and update your video library to ensure it remains relevant and effective.

By monitoring and analyzing these metrics and implementing these strategies, you can continually improve the effectiveness of your video content and enhance the overall customer experience.

Tips for Maintaining and Updating Your Video Library

To ensure your video content remains relevant and helpful, it is important to regularly review and update it. Here are some steps you can take:

• Regularly review and update content: Set a schedule for reviewing your video content and make necessary updates, such as removing outdated information and adding new features, products, or processes.
• Respond to user feedback and comments: Encourage users to leave feedback and comments on your videos and use that feedback to inform future content strategies and improve existing material.
• Keep an eye on performance metrics: Continuously monitor video performance metrics such as views, watch time, and engagement to identify areas for improvement.

By following these guidelines and implementing the information provided in this article, you can effectively embed product how-to videos in your Zendesk KB and enhance the overall customer experience. Good luck and happy embedding!

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