The Challenge: Inefficient Text-Based Support Legacy support systems using static, text-based documentation create friction, leading to high ticket volumes and strained resources. This case study explores how one organization revolutionized its support model by transitioning to a video-first strategy, achieving a true "Contactless Service Desk."
The Pivot: Implementing 8,000 Custom Video Solutions
The organization’s barrier was ineffective knowledge transfer. Partnering with Knowledge Accelerators, it replaced outdated text manuals with 8,000 custom video solutions. These videos were designed to provide clear, concise, and accessible guidance for common support issues.
Global Accessibility: Multi-Language Video Deployment
A critical component was global accessibility. The 8,000-video library was produced in multiple languages, empowering a diverse, international workforce. This allowed users to self-serve in their native language, drastically improving comprehension and reducing the need for direct intervention.
Measurable Impact: 700,000 Views and Self-Service
The transition to video yielded immediate, quantifiable results. The new solutions library gained rapid traction, registering over 700,000 views. This high adoption demonstrated a preference for video-based learning, signaling a major shift from assisted support to proactive self-service and forming the new contactless model.
The Outcome: Significant FTE Reduction and Efficiency
The reduction in support tickets, driven by 700,000 self-service resolutions, translated directly into operational efficiency. The organization achieved a significant reduction in Full-Time Equivalent (FTE) support staff required for low-level inquiries, allowing the company to reallocate valuable technical resources to high-impact projects.
The Future of Enterprise Support
This transformation highlights how custom video creates a "Contactless Service Desk." By replacing static text with an accessible, multi-language video library, the company enhanced user experience and achieved critical FTE reductions. Knowledge Accelerators specializes in this transformation. Contact us to optimize your service desk.