In today's contact centres, customer service managers are judged against three critical KPIs:
As it seems that customer expectations rise with each month that passes, so does the pressure to deliver fast, accurate and frictionless support... without increasing contact centre headcount.
As CX experts, we know that one of the most effective and often overlooked tools in achieving this hard-to-manage balance is Video FAQs.
The Problem with Traditional FAQs 📃
Text-based FAQs often fail to resolve queries because they rely on customers taking the time to read, interpret and apply the information correctly. Never going to happen!
For all but the minority of people, this is simply too much effort or complexity, especially when emotions are already running high due to an urgent issue or enquiry.
The result?
Customers bypass the FAQ section altogether and head straight for the contact centre telephone number, which is bad news for customer service teams!
This leads to an increase in repetitive, low-value queries, tying up agents and extending handling times with problems that could have been resolved earlier.
Enter Video FAQs 📽️
Video is a format customers already love - quick, visual and easy to follow.
At Premier CX, we create Video FAQs designed specifically to reduce inbound volumes and give customers clear, concise answers without the need to pick up the phone.
Don't believe us? Check out our testimonials page.
Here’s how videos make a measurable difference for contact centres we work with:
Reduce AHT
When customers arrive on a call already informed—thanks to a helpful video—they’re quicker to explain their issue, or may simply need confirmation rather than a full walkthrough.
For those who still call in, agents spend less time educating and more time resolving.
Shorter calls = more calls answered = more efficient teams.
Boost FCR
Videos don’t just answer the question—they also show the solution, which can be paused, rewound and repeated.
A step-by-step visual explanation reduces the chance of miscommunication and builds customer confidence as they learn at their own pace.
When customers understand and complete a task correctly the first time, repeat contacts disappear and FCR improves dramatically.
Lift CSAT Scores
Customers want speed and clarity. A well-placed, easy-to-understand video FAQ delivers both.
By resolving issues without a call—or making that call shorter and more productive—you create a smoother, more satisfying experience for the customer.
And a satisfied customers scores higher. Simple.
A Smarter Self-Service Strategy
Video FAQs aren’t just helpful—they’re scalable.
Whether embedded in your website, included in post-call follow-ups or shared on social channels, they work 24/7 to educate and support.
Best of all, our Video Managed Service means we do the heavy lifting—ensuring your content stays relevant, on-brand and effective.
To find out more about the six steps we use to create video click here.
Alternatively, use the form below to chat to us about video.
If your FAQs page isn't cutting it, we'd love to hear from you.