Use cases
Customer training videos made from your help center
A software company usually has what it needs to train customers: an up-to-date help center. What is missing are short videos that explain why a feature exists before showing how. Here is how to make them from the pages you already have.
2 min read
This guide is for customer success, support, product and marketing teams at B2B software companies. It shows where video fits in the customer journey, then gives the plan of a typical video made from a help page.
Where video helps in the customer journey
In one sentence: video helps where customers must understand a concept or change a habit; for click-by-click steps, a screen recording remains more effective.
| Moment | What the video explains | Format |
|---|---|---|
| Onboarding | The 3 ideas to grasp to succeed in the first month | 16:9, 2 min |
| New feature | Why it exists, what it changes for the user | 16:9 or 9:16, 1 min |
| Forced change | A migration, a new sign-in, a new price | 16:9, 1 min 30 |
| Support | The answer to a frequent support question | 9:16, 45 s |
The example video on this page is a real case: explaining to customers what a passkey is before they see their sign-in screen change.
What a good customer video covers
- The customer’s problem, not your feature. “You forget your passwords, and they leak.” Customers should recognise themselves before they hear the feature’s name.
- The concept, with an analogy. A passkey is a house key that cannot be copied. A drawing beats a screenshot here.
- What changes for them. Three points, seen from the customer’s side.
- What does not change. What reassures: their data, their access, their contact person.
- Where to go next. The link to the detailed help page, or to support.
One rule learned from the Kerno example: never invent a feature. The video shows what the help page describes, nothing more.
How to make it with EducPilot, in three steps
- Add your help pages by their web address (or as PDFs, or pasted text). The assistant reads each page and cites it like any source.
- Approve the plan. One video per concept. Each sentence links to the help page that supports it, which stops a video from promising more than the product does.
- Correct by annotating, then share. The product team reviews from a link and pins notes on the frame (“the button is called Security, not Settings”). Apply your brand kit (color, name, voice), then export in English, French or Chinese.
Frequently asked questions
Can we make a video from an online help page?
Yes: give its web address and the assistant reads the page (up to 2 MB, public addresses only) and adds it to the project’s documents, like a PDF.
Can the videos use our brand?
Yes: your workspace’s brand kit sets the color, the displayed name and the voice, applied to every video.
Do we remake the video at each release?
No: annotate the scenes that change and only those are rewritten. Earlier versions stay available.
Sources
- The sources of the example video (passkey pages from the FIDO Alliance and Google) are listed in its article, linked below.
- Web source limits in EducPilot as of 5 October 2026: 2 MB per page, public addresses only.
Make this video from your documents
Upload your document, approve the plan, correct by annotating. 5 free minutes of video at sign-up.
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