The best alternative to a text FAQ depends on the question. Short video FAQs suit step-by-step processes. Animated explainers suit concepts and policies. Interactive walkthroughs suit on-screen tasks. Guided WhatsApp journeys suit questions that need a customer's details. Most contact centres end up using two or three formats together, with text kept as the searchable source.
| Format | Best for | Accessibility | Cost to produce | Upkeep | Impact on contact volume |
|---|---|---|---|---|---|
| Short video FAQ (live action or screen + voiceover) | Physical or on-screen steps: meters, portals, forms | High with captions and audio description | Low–medium | Easy if scripts are stored | High on the topics covered |
| Animated explainer | Concepts and policies: bills, tariffs, eligibility | High; visuals simplify complex ideas | Medium | Medium; animation edits take longer | Medium–high |
| Screen recording | Software and portal how-tos | Medium; depends on voiceover and captions | Low | Needs re-recording after UI changes | Medium |
| Interactive walkthrough | Tasks done inside your own website or app | Varies; check keyboard and screen-reader support | Medium–high | Breaks when pages change | Medium |
| Guided WhatsApp journey | Questions that need account details or a next step | High for mobile users; supports images and video | Medium | Low once built | High, and it can complete the task too |
| Text FAQ (for comparison) | Searchable reference, legal wording | Depends on writing quality | Lowest | Easy | Low for complex processes |
Customers who struggle with text are often the ones who call most. That includes people with dyslexia or low literacy, people with hearing or sight loss, older customers and those reading in a second language. A video with captions, audio description and plain language reaches all of them. A wall of text reaches none. If two formats look equally good, pick the one more people can use.
What "accessible video" should include:
For more on planning and measuring video FAQs, see The Complete Guide to Video FAQs for Contact Centres.
Severn Trent used a suite of 40+ short videos to explain topics that are hard to describe on the phone, such as reading a bill, finding a water meter and dealing with frozen pipes. About 2,500 customers a month use them, and peak contact has fallen. Read the case study.
For step-by-step processes, a short captioned video FAQ. For concepts, an animated explainer.
They can be, when they include captions, audio description, plain language and a transcript.
No. Shorten them and keep them as the searchable summary under each video.
Related: The Complete Guide to Accessible Support Channels · How to Explain Complex Services With Video