Answer the question before it becomes a ticket.

The same questions reach your support team every week. Short, captioned explainers answer them where customers look, and they reuse the design system from your staff training.

  1. Find the questionExplainer brief
  2. Script for customersApproved script
  3. Reuse the design systemStoryboard
  4. ProduceFinal cut
  5. Self-check and checklistChecklist PDF
  6. Deliver everywhereFinal file set
Best for
Fintech, SaaS and service businesses with repeat customer questions
Typical length
2 to 4 minutes, captioned for sound-off viewing
Where it lives
Help centre, onboarding emails, in-app, partner portals
Pairs with
Your staff training, so both tell the same story

  • The same question, ticket after ticket

    Customers ask what the help article already says, because nobody reads it.

    A short explainer on the page where they look, with captions on for sound-off viewing.

  • A different answer from every agent

    The reply depends on who picks up the chat.

    One explanation, the same for every customer, that your agents can link to.

From a support ticket to an explainer.

Pick a stage to see what we do, what you review and what you get. We start from what customers actually ask, not from what the product team wants to say.

What we do

Review your top support tickets and the moment customers get confused.

What you review

The question to answer and the one action to take.

What you get

Explainer brief

Where customers actually look.

The explainer sits on the help-centre article that answers the question, with captions on for sound-off viewing and a checklist to keep.

help.kislap.ph / business / payouts
Help centre · Payouts
Why is my payout lower than my sales?
Payout checklist (PDF) 3 self-check questions

Explainers customers actually watch.

Concept explainers built by ADC for a fictional brand, made from the same design system as its agent training.

Customer education · Concept courseKislap Business: Sold Isn't SettledSellers ask why their sales total and their payout don't match, and when the money reaches the bank. Where it livesLives on the help-centre page with three self-check questions. Fewer "where is my payout" tickets is the goal. Customer education · Concept courseKislap Business: A Refund Isn't a ReversalSellers confuse refunds with disputes and miss the response deadline. Where it livesSame design system as the agent course Paid Isn't Posted, so support and customers hear the same explanation. Customer support · Concept courseKislap: Paid Isn't Posted (the agent side)The staff course that the customer explainers are built from. Why it mattersShows the reuse: one visual system and screen kit, two audiences, at a fraction of the first build's cost.

What lands in your inbox

Sized for the places your customers already look.

  • MP4 masters in full HD, plus a square or vertical cut
  • Burned-in or separate captions (SRT and VTT)
  • Full transcript for your help centre
  • Self-check questions
  • One-page checklist PDF
  • Optional SCORM version for partner training

Questions

Is this marketing video?

No. It explains how something works so customers can do it themselves. The tone is helpful, not promotional.

Do we need staff training first?

No, but it helps. When both exist, they share one design system and one explanation.

Can we measure if it works?

Track the support tickets on that topic before and after, and the video's view and completion rates on your help centre.

Other services

All services

What does your team teach again and again?

Book a 30-minute call. We'll look at what your experts teach today and which topics gain the most from being built once.

Book a discovery call