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Product and customer account people - is it more effective to use video training resources for onboarding users or give them instructions they can read, expand etc.?

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There are different kinds of learning styles out there. A. Some are Readers of emailed (in printable download-friendly Word or PDF forms) of concise bullet point instructions w/ helpful drawings/diagrams/screenshots. Do not just lazily give them a bunch of words or numbers only - thoughtfully labeled or described images can be very helpful. B. Others are Video learners who like to follow thoughtfully made & not overly long Do-It-Yourself videos (ex. 5-10 minutes or less chunks). These learner types do not mind hitting the start/stop button in videos to note what they need to do. They are also greatly helped by having an outline or table of contents of w/c minutes marks would show w/c part of the assembly or onboarding phase would accomplish w/c step, ex. 3:50/3 minutes, 50 second mark for logging on the proprietary URL w/ unique credentials. C. Some are Live Demonstration/Walk-Me-Through types who might actually prefer to schedule a live Videoconference or Phone Conference Call Onboarding Session that also functions as an Ask Me Anything session. This works best when are emailed clear instructions beforehand of the software and hardware they should already have turned on or off to be ready to be “walked through” set-up, install, activation/reactivating, etc. It is most ideal that organizations can offer content types and training specialists for all of the above-mentioned learner types. This way, no client type has to feel left behind, ignored, or be made to feel stupid just because their learning style may be different from whatever dominant learning/teaching style happens to be in your organization. Of course, depending on your specific industry, business model, product/service line, and actual working knowledge of your customer base, you might find that some training/onboarding mediums are more relevant than others in your field. You might have a client base largely made up of those who are independently skilled/experienced enough to read or watch videos to do things by themselves. On the other hand, you might also have a client base that needs extra hand-holding through scheduled help, especially if your product or service is fairly new/does not have a lot of competition out there. The is key is to really know your clients, so you can adapt to how & why clients would loyally use your company’s offerings over that of others. Hope these insights help - since a major source of customer dissatisfaction & attrition is them not sensing that they have the appropriate DIY/self-paced tools and/or as-needed/reachable, live/human help to set up and progressively use the products & services they purchase/subscribe to/pay for.

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I would say do both. Embed a link to a video within the expanded written instructions. Some people actually need to see the screen and walk through. Definitely keep the videos short no more than five minutes at the most keep the answers short too. The answers are the videos are too long that means that they probably be need to be broken down or your process you are describing is just too difficult and complicated.

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