Explainer Video: The Secret to Effective Customer Education

When was the last time you struggled to understand how a product or service worked? Was the user manual overwhelming? Perhaps you felt bombarded by a wall of text on a website. Now imagine how different your experience would have been if everything was laid out in a concise, visually engaging video. That’s the power of explainer video—quick, digestible, and designed to inform.

Explainer videos have quickly become a go-to tool for businesses to simplify complex topics and educate their customers. From boosting customer understanding to enhancing brand trust, these videos are not just marketing gimmicks—they’re educational assets that deliver real value.

This post will explore why explainer videos are so impactful, how to create one, and key examples of brands getting it right. Whether you’re a business owner or a marketer, you’ll discover that adding explainer videos to your toolkit can transform the way you engage with your audience.

Why Explainer Videos Work

Explainer videos are designed to break down complicated information into simple, bite-sized pieces. But why do they work so well?

They’re Visually Engaging

The human brain processes visuals 60,000 times faster than text. Combined with a compelling narrative, an explainer video can hold a viewer’s attention far better than written content. Add some modern animation or live-action footage, and your audience is captivated from the start.

They Simplify Complex Topics

When your product or service involves jargon, technicalities, or multi-step processes, a well-structured video simplifies the learning curve. For example, instead of describing how an app feature works, a video can demonstrate it in mere seconds.

They Build Trust

A polished, professional explainer video reflects your credibility as a brand. They show customers that you’re willing to invest in transparent communication. This trust often leads to higher engagement, better customer relationships, and ultimately, increased sales.

They’re Versatile

Explainer videos are not limited to just customer education. They can be used in onboarding processes, employee training, or even presentations for potential investors.

The Benefits of Explainer Videos in Customer Education

Faster Customer Onboarding

When customers quickly understand your product or service, they’re more likely to jump right in. Explainer videos offer a seamless way to onboard new users by outlining benefits and demonstrating functionality in just a couple of minutes.

Reduced Support Queries

A straightforward video can address frequently asked questions before they’re even asked. For small to medium-sized businesses, these videos can dramatically reduce customer support tickets, freeing up resources for other operations.

Improved Learning Retention

Pairing visuals and audio enhances memory retention rates. A study found that viewers retain 95% of a message when it’s delivered in video form, compared to just 10% when reading the same information in text.

Scalability

An explainer video can be used across multiple channels—your website, social media platforms, email campaigns, or even in trade shows. This scalability ensures consistent messaging while minimizing additional costs.

How to Create an Effective Explainer Video

Not all explainer videos are created equal. An ineffective video can confuse your audience or turn them away. Here’s how to ensure your video hits the mark.

Define the Goal

What do you want your video to achieve? Is it to help prospects understand your product’s USP (unique selling proposition)? Or perhaps it’s aimed at resolving common customer pain points? A clear goal will shape the content and structure of the video.

Know Your Audience

Tailor your video to your target customer’s needs and preferences. For example, if you’re targeting a tech-savvy audience, use precise, feature-focused language. For less technologically adept viewers, simplicity and step-by-step visuals will work best.

Create a Compelling Script

The script is the backbone of your explainer video. Aim for clarity, conciseness, and a conversational tone. A common rule of thumb is “short and sweet”—the ideal length for an explainer video is typically between 60 to 90 seconds.

Example Script Framework

• Open with a Problem: Start by addressing a pain point your customer faces.
• Introduce Your Solution: Quickly explain how your product or service solves the problem.
• Highlight the Benefits: Focus on what sets your solution apart. Use visuals here to support your claims.
• Call to Action: End with a clear, actionable step (e.g., sign up today, explore our website).

Invest in Quality Production

Whether you’re outsourcing to a professional production company or DIY-ing it with editing tools, the quality of your video matters. Poor visuals or audio can compromise your message and impact overall trust in your brand.

Include Visual and Audio Synergy

Pair crisp animations, diagrams, or live footage with clear voiceovers. Use captions for accessibility, and keep your transitions smooth to avoid distracting your viewer.

Brand Consistency

Ensure the video aligns with your brand’s tone, colors, and overall style. Consistency strengthens brand recognition and makes the video much more memorable.

Examples of Successful Explainer Videos

Dropbox

The early success of Dropbox can largely be attributed to its top-notch explainer video. By combining a simple animation style with an easy-to-follow narrative, Dropbox condensed its complex cloud storage solution into a 2-minute video. Result? Increased conversions and an explosion in user growth.

Slack

Slack’s explainer video didn’t just introduce users to their messaging platform—it showcased their personality. A lighthearted tone, relatable pain points (like messy email chains), and real-life examples made Slack’s video instantly connect with its audience.

HubSpot

HubSpot’s explainer video is an excellent example of structuring information in a user-friendly way. By outlining how its inbound marketing software works, it gave customers confidence in the product and encouraged them to sign up for a free trial.

How to Get Started with Explainer Videos

Creating an engaging explainer video isn’t rocket science, but it does require strategy. Start by breaking down your most frequently asked customer questions. Build a storyboard that answers these questions succinctly, and don’t be afraid to inject creativity into the process.

If the production process feels overwhelming, consider partnering with video experts or using accessible tools like Animoto or Canva for simpler projects.

Unlock the Power of Education Through Video

Explainer videos can bridge the gap between products and their audiences like no other medium. They simplify, educate, and engage—all while reinforcing trust in your brand. For businesses focused on customer education, these videos are more than just visual aids; they’re catalysts for deeper customer connections and long-lasting loyalty.

Start incorporating them into your strategy today, and watch as your customers not only understand but champion your products. After all, empowered customers are the best customers.