Customer Support

A support answer should solve the problem, not start another round of questions.

Turn the fixes your team already knows into visual answers customers can follow, replay, and act on without another back-and-forth.

Create a support video See how it works

Most support time isn't finding the answer. It's getting the answer to land.

A customer can receive the right steps and still get stuck on where to click, what they should see, or what happens next. That is how one issue becomes another reply, another screenshot, and another wait.

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app.usevelo.ai/changelog
  • Resetting your API key Account & access · 0:41 Used in 62 tickets
  • Fixing a failed webhook Integrations · 1:12 Used in 34 tickets
  • Exporting your data to CSV Data & export · 0:34 Used in 89 tickets
  • Connecting Salesforce Integrations · 0:58 Used in 41 tickets
  • One answer, reused everywhere
  • 226 tickets, 4 recordings
  • Every macro keeps earning its keep

The fix already exists. Give it a format that shows the customer what to do.

Turn context into a visual answer instead of reconstructing the explanation each time.

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  1. 01

    Ticket & conversation context

    What went wrong, what the customer tried, and where they are stuck

  2. 02

    Help content & known fixes

    The resolution your team has already documented and proven

  3. 03

    Product knowledge

    The exact workflow, setting, or feature behind the answer

  4. 04

    Screenshots & walkthroughs

    Existing visual context that can show what text struggles to explain

Output using Velo

A visual answer that shows the customer exactly how to resolve the issue.

Built around the problem in this ticket

Shows the steps instead of making customers interpret them

Reusable when the same issue appears again

One unclear answer can turn one issue into three more replies.

Every extra clarification keeps the ticket open longer, increases agent load, and makes the customer wait again. When the same problem appears across many customers, the cost compounds quickly.

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Without Velo

Ticket #5502 · Fenwick & Rae

How do I export my data to CSV?

You can do that from Settings > Export. Click the gear icon, then select CSV, then hit download.

I don't see a gear icon anywhere?

It's in the top right of the Settings page, under "Data tools."

Got it, thank you!

Better resolution is not only faster support. It is fewer reasons to reopen the question.

With Velo

Ticket #5502 · Fenwick & Rae

How do I export my data to CSV?

Exporting your data to CSV 0:34

Perfect, got it!

  • Resolved in 1 reply
  • 3 minutes, not 51
  • No follow-up ticket

Everything it takes to turn support knowledge into reusable video answers.

Create from the issue and the knowledge behind it, make answers easy to share and revisit, translate them, measure what customers watch, and keep the support team working from the same source.

  • Turn known resolutions into visual answers.

    Agentic screen recording

    Walk through a product or process once and turn the captured steps into a polished video.

    Docs, recordings & URLs

    Start from the material you already have instead of rebuilding the context from scratch.

    AI script generation

    Turn source material into a clear, structured script automatically.

  • Put the answer directly into the support workflow.

    Script editing & regeneration

    Change the message or update a section without recreating the whole video.

    Voice & face clone

    Reuse the same voice and presence across new videos and updated versions.

    Brand kit

    Keep fonts, colours, logos, and visual identity consistent automatically.

  • Explain the same fix across languages.

    1-click translation

    Localize a finished video without rebuilding or re-recording every scene.

    25+ languages

    Make the same content accessible across languages from one original version.

    Multilingual voice output

    Carry the same speaker identity across translated versions.

  • See whether customers watched and where they stopped.

    Viewer tracking

    See who watched the video and when they engaged with it.

    Watch depth

    See how much of the video viewers watched and where they stopped.

    Forward tracking

    See when a video is shared with someone new.

  • Use the answer in tickets, help content, or customer communication.

    Branded share pages

    Share videos through a branded page without requiring viewers to log in.

    Browser viewing

    Let anyone watch instantly in the browser, with no download required.

    Export when needed

    Download the video or share its supporting documentation alongside it.

  • Reuse proven answers across the support team.

    Shared workspaces & libraries

    Give teams one place to create, organise, and reuse approved video content.

    Roles & permissions

    Control who can create, edit, review, or publish as the team grows.

    Team-wide visibility

    See what is being created, shared, and watched across the workspace.

Different support moments need different kinds of visual help.

  • Support Explainer Videos

    One-to-one visual answers for a specific ticket.

  • Knowledge Base Videos

    Give existing knowledge another usable format.

  • Help Center Videos

    Improve self-service where customers already look for help.

  • Troubleshooting Videos

    Show the shortest path from broken back to working.

What changes when the same question stops taking five replies to answer.

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How a SaaS support team found that the right answer wasn't always a clear answer

The challenge

The answer was right. The ticket still stayed open. Customers kept replying because written steps could not always show where to click, what to expect, or whether they had done it correctly.

The approach

Velo turned known resolutions, ticket context, and product knowledge into visual answers customers could follow the first time. The same proven explanation could then be reused when the issue appeared again.

38% fewer replies per resolved ticket

Fewer clarification loops after the first answer.

27% faster resolution

Customers could see the fix instead of interpreting it.

46% reuse on recurring issues

Proven visual answers were used across similar tickets.

FAQs

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Yes. Support teams can start from help content, internal docs, ticket context, screenshots, and product workflows rather than recording every answer from scratch.

The useful workflow starts from the answer the agent already has. Velo helps turn that knowledge into a visual explanation without requiring a separate scripting and editing project.

Yes. A useful visual answer can start as one response and later be reused in macros, knowledge content, onboarding, or help-center pages when the same question repeats.

Update the grounding source or affected workflow and regenerate the video instead of leaving a stale recording in circulation.

Yes. Shared sources, brand controls, and reusable workflows help agents work from the same approved product knowledge instead of creating conflicting explanations.

Yes. Secure hosting and permissions can be used when a support explanation should only be available to the intended customer or internal team.

Resolve the question once. Make the answer easier to follow every time after.

Give customers something they can see, replay, and act on without adding another round of support.

Turn an answer into video Contact Sales