AI Video Tutorials for Companies: How to Reduce Support Inquiries and Speed Up Onboarding
A customer can’t verify their identity in their banking app. A driver doesn’t know which documents they need to activate their account. A delivery rider has a problem with a canceled order. A software user needs to set up a feature and ends up writing to the support team.
Different process, same problem: the company keeps explaining, over and over, information that could be available in a short, clear video that is easy to find.
Every question a team answers for the second time is already a candidate to become a video tutorial.
A well-organized tutorial series lets you:
- Solve questions before they become tickets.
- Speed up onboarding for new users.
- Train customers, suppliers and employees.
- Explain new features consistently.
- Make it easier to adopt a digital product.
- Create content for YouTube, Google and AI-powered search engines.
- Maintain a library of explanations that grows with the product.
Artificial intelligence makes it possible to produce these series faster, keep a consistent identity, create versions in other languages and update the content when a platform changes.
From Beat to Pulpos: a new way to produce tutorials
At SesentaMedia we have been producing videos that explain products, processes and digital platforms for years.
Before today’s AI tools existed, we produced several explainer videos for Beat. Each piece required a more complex production process, with filming, voice-over, editing and revisions done one by one.
That experience taught us how to organize technical information, show user journeys inside a platform and turn long processes into explanations that are easy to follow.
With Pulpos, we evolved that model.
We went from producing each video as a standalone piece to building a tutorial system that can grow along with the product.
For Pulpos, an ERP and CRM platform for small and medium businesses, we produced a series of 40 video tutorials covering its main features, processes and frequently asked questions.
The videos were published on YouTube and used in support and training processes. They reached over 50% retention and helped reduce repetitive inquiries by up to 60%, as reported by the client.
Example of a video tutorial produced for Pulpos
What problems can video tutorials solve?
Tutorials work especially well when a company has many users, processes that must be repeated the same way, or support teams that receive similar questions every day.
To understand their reach, think about well-known apps and platforms:
Banks and fintech
A financial institution can explain how to verify your identity, activate a card, make a transfer, dispute a charge, recover a password or submit certain documents.
Each process can become a specific video that shows up at the exact moment the customer needs to solve it.
Mobility apps like Uber or Beat
Drivers may need instructions to sign up, upload documents, use a feature, understand a payment or report an issue during a trip.
A tutorial series keeps those explanations available inside the platform, in a help center or on a YouTube channel.
Delivery platforms like Rappi
A rider, a merchant and a customer use different parts of the same system. Each audience can get videos tailored to their tasks: accepting orders, updating products, handling cancellations, getting paid or solving incidents.
SaaS, CRM and ERP
Software products constantly add users, permissions, integrations, reports and new features.
Videos can explain everything from the initial setup to specific processes like adding a customer, issuing an invoice, creating a workflow or reading a dashboard.
Marketplaces and ecommerce
Sellers need to learn how to list products, manage stock, prepare shipments, respond to complaints, handle returns and use promotions.
An organized series reduces dependence on one-to-one support and makes it easier to onboard new sellers.
Companies with networks of suppliers or workers
Tutorials can also explain rules, operating procedures, safety protocols, required documentation or changes in the way people work.
The videos are integrated into academies, intranets and internal platforms so each person can watch them whenever they need to.
Public tutorials and content for internal platforms
The publishing channel depends on the goal.
Public videos can be uploaded to YouTube, added to a help center or paired with articles that answer specific searches. This format helps attract users who are looking for how to do something or solve a problem.
Internal content can be used inside an app, an academy, an onboarding system or a training platform. In these cases, the main goal is to deliver the same explanation to hundreds or thousands of people without relying on one-on-one sessions.
The same video can also serve different purposes:
- The support team can send it as an answer.
- Users can find it on Google or YouTube.
- The company can embed it inside the product.
- The sales team can use it during a presentation.
- New users can watch it during onboarding.
How they help with SEO, GEO and AEO
Publishing a video does not, on its own, guarantee that it will appear on Google or in an AI-generated answer. The information has to be presented in a way search engines can understand.
To do that, each tutorial can include:
- A title based on the user’s real question.
- A description that explains the process.
- Chapters and timestamps.
- Subtitles and a full transcript.
- A dedicated page with text, headings and the embedded video.
- Related frequently asked questions.
- Links to other tutorials and product pages.
- Video structured data when the platform allows it.
For example, a title like “How to set up an account in Pulpos” describes a specific query. The video, the transcript and the page that hosts it create different opportunities for that answer to be found.
This system builds authority around the product and makes it easier for Google, YouTube and AI search engines to connect the company with the problems it solves.
What makes a good video tutorial
Length depends on the process, although short pieces focused on a single action usually work best.
An effective tutorial should:
- Answer one specific question.
- Show the process on screen.
- Use language that suits the user.
- Skip unnecessary introductions.
- Keep a consistent visual structure.
- Include subtitles.
- End with the expected result.
- Be easy to update when the product changes.
Splitting a long process into several videos lets each user find exactly the answer they need without going through an entire training course.
How an AI tutorial series is produced
The first step is to identify which explanations have the biggest impact. To do that, you can review support tickets, internal searches, sales conversations, FAQs and drop-off points during onboarding.
That information is used to build a prioritized content map.
The process can include:
- Reviewing the product and its different types of users.
- Selecting processes, features and frequently asked questions.
- Writing the scripts.
- Functional validation with the company’s team.
- Screen recording and production of visual assets.
- AI-generated voice-overs, subtitles and versions.
- Editing and quality control.
- Publishing and optimization for each channel.
- Measuring and updating the content.
Artificial intelligence speeds up production, keeps pieces consistent and makes it possible to create new versions without repeating the whole process from scratch. Human review is still essential to make sure every explanation is correct.
Which results to measure
The number of views is only part of the analysis. To know whether the tutorials are working, it also helps to look at:
- Retention and completion rate.
- Repetitive inquiries before and after publishing the videos.
- Fewer tickets related to each process.
- Time needed to complete onboarding.
- Feature activation and adoption.
- Searches made inside the help center.
- Views coming from Google and YouTube.
- How support and sales teams use the videos.
These metrics show which tutorials are delivering results and which new explanations should be produced.
Where to start
A company can start by identifying the ten questions that take up the most time in support, onboarding or operations.
Those first answers are a way to test the format, measure how users respond and define a visual structure. From there, the series can grow with new features, processes and search-optimized content.
At SesentaMedia we handle the strategy, scripts, screen recording, AI voice-overs, editing, subtitles and optimization of every piece.
Learn more about our AI video tutorial production service for companies and tell us which processes or questions you need to turn into video.
