Help center & support videos for field service software

Help center videos reduce support tickets by answering the questions contractors ask most, at the moment they get stuck, with a short visual answer they can follow without waiting for a reply. How it works for field service software:

• Answer the repeat questions first, such as “why isn't my technician's location updating” and “why is a pricebook item missing in the technician app”.
• Show the clicks instead of describing them. Visual tasks are where text articles fail and tickets get opened.
• Put answers where people look: in the help center, inside the product and in support replies.
• Keep them current, so customers don't follow an old screen and open a ticket anyway.
• Measure which answers work by checking which videos get watched and where viewers stop.

See how to write step-by-step guides that reduce support tickets.

Record each answer once, then embed the video and its step-by-step guide in the matching knowledge base article, so customers can watch or scan in the same place. Steps for a field service software knowledge base:

• Start with the most-viewed articles, such as the ones answering “why isn't my technician's location updating”.
• Record the fix in a test account, never a customer's account you opened to troubleshoot.
• Embed one share link per article. When the screen changes, update the video and every article shows the new version.
• Add the written guide below the video for people who prefer to read or copy exact values.
• Show the same answer inside the product with in-app tutorials.

Trainn works with your knowledge base; see how to turn screen recordings into knowledge base videos.

Start with questions that arrive every week, need several screens to answer and leave customers stuck until they're solved. For field service software, that usually means questions like these:

• Why isn't my technician's location updating?
• Why is a pricebook item missing in the technician app?
• Why didn't the customer get the "on the way" text?
• Why can't I cancel this job?
• Why can't I archive a draft quote?

Then add questions that come up after each release. Trainn's video analytics show which answers get watched, so you can see which videos are working and which questions still need one.

Trainn's Creator plan costs $19 per month and starts with a 3-day free trial. That's long enough to record one real workflow from your field service software, such as “why isn't my technician's location updating”, and publish it as a video and a step-by-step guide before you pay.

• Creator plan: $19 per month for one creator, with up to 15 videos and guides.
• More creators or more content: compare every plan on the Trainn pricing page.