Let’s not sugar-coat it: traditional FAQ pages are failing your customers.
Stale walls of text, clunky navigation, outdated links—it’s no wonder customer frustration often escalates into full-blown support calls.
In a digital world dominated by streaming, scrolling and short-form video content, static FAQ pages feel like relics from another age.
And yet, many contact centres across the UK still cling to them, hoping bullet points and hyperlinks will do what a friendly voice and clear visual could achieve in half the time.
This isn’t just a mild oversight—it’s a serious missed opportunity.
Your customers have moved on. They’ve evolved. They expect solutions to be simple, fast and engaging.
So why haven’t your FAQs?
Customers Don’t Read—They Watch
The statistics are undeniable. “How-to” searches on YouTube are growing at an astonishing rate of 70% year over year(1), and, according to HubSpot data, 54% of consumers say they want to see more video content from brands they support (2).
What this tells us is simple: your customers don’t want to read about how to fix a billing error, reset a password or update their personal details. They want to watch it—quickly, easily and preferably on their device of choice.
Video FAQs are the natural evolution of customer self-service, meeting people where they already are: online, on the go and hungry for visual clarity.
Speed, Simplicity and Satisfaction
Here’s the contact centre dream: fewer calls, happier agents and faster resolutions. Video FAQs make that dream possible.
Instead of repeating the same scripted answers, your agents can redirect customers to a short, engaging video that walks them through the solution. Or, better still, the customer finds the video independently and never places a call.
The result? Reduced average handling times, lower call volumes and improved CSAT scores.
And let’s be honest—would you rather try to follow a dense list of bullet points on your phone, or hit play on a 90-second clip that shows you exactly what to do?
Videos can be paused, rewound and replayed, letting customers learn at their own pace.
It’s self-service that actually serves.
Real-Time Insights, Real Value
Beyond usability, Video FAQs are an insight goldmine.
With the right analytics, you can see exactly which topics are getting traction, where people drop off and which issues may need follow-up support.
It’s a feedback loop in real time.
At Premier CX, we provide performance dashboards that show how your video content is performing—helping you adapt and respond to emerging trends before they become problems.
Data like this doesn’t just improve customer service—it drives smarter business decisions.
Boost Your SEO, Naturally
There’s another hidden gem in Video FAQs we need to talk about: search engine performance.
Pages with embedded videos are proven to rank higher on Google and hold visitors’ attention longer.
That’s more traffic, more engagement and better conversion opportunities—without paying for ads.
In fact, short-form video results in search listings have grown 183% in just two years (3).
What’s the significance for contact centres?
If you’re not investing in Video FAQs, your competitors probably are—and they could be answering your customer queries’ while you’re fading into the background.
Addressing the Elephant in the Room: Implementation
We get it—creating video feels like a heavy lift. Budgets are tight. Resources are stretched. And speed is everything in a fast-moving contact centre.
That’s exactly why we designed our Video Managed Service to be agile, scalable and cost-effective.
Forget long production timelines or exorbitant costs. We specialise in quick-turnaround, high-impact videos that meet your needs now, with flexibility to adapt over time.
Whether you need a library of evergreen explainer videos or a tactical response to a service update, we’ve got you covered—without draining your team’s time or blowing your budget.
Let’s Rethink FAQs—Together
We think the evidence is clear: text-based FAQs aren’t just outdated—they’re underperforming.
Meanwhile, video delivers on every front: customer engagement, operational efficiency, brand credibility and measurable results.
So, our question to you is, why wait?
Give your contact centre the visual upgrade it deserves.
Talk to Premier CX about our Video FAQ solutions today. We'll help you transform how your customers find answers—faster, smarter and with a human touch.
📞 Visit our Video Managed Service page or call us now to see how easy it is to get started.
Because in 2025, an FAQ shouldn’t feel like flipping through a manual from 1995.
(2) https://weet.co/blog/how-to-use-video-faqs-to-improve-customer-experiencehello-world
(3) https://www.punchydigitalmedia.com.au/blog/how-video-is-changing-in-2025/