Guide · Technology & SaaS · By the AutoScribble Team · Published 22 September 2026
Planning customer onboarding videos around common questions
Short answer
Pull the ten most frequent questions from support tickets and kickoff calls, group them by the stage of onboarding where they arise, and make one 60- to 120-second whiteboard video per conceptual question. Screen-record the ‘where do I click’ questions instead, and link both from your help centre and welcome emails.
Who this guide is for
Customer success, onboarding and support teams. It's part of our technology & saas resources.
What you'll need
- Support ticket tags or exports
- Kickoff call notes
- Help-centre articles
Step by step
- 1
Count the questions
Tag tickets for a month if you don't already.
- 2
Split concept from click
‘How do roles work?’ is conceptual — sketch it. ‘Where's the export button?’ — screen-record it.
- 3
Map to journey stage
Set-up, first use, inviting the team, first report.
- 4
Draft from help articles
Keeps the videos consistent with your documentation.
- 5
Place them where questions arise
Welcome emails, in-app help links, help-centre articles.
Illustrative onboarding plan
| Question | Stage | Format | Where it lives |
|---|---|---|---|
| How do workspaces and projects relate? | Set-up | Sketch, 90s | Welcome email |
| What can each role do? | Inviting team | Sketch, 2 min | Invite screen help link |
| Where do I export data? | First report | Screen recording | Help centre |
| How does billing work when I add seats? | Growth | Sketch, 60s | Billing page |
Illustrative example written for this guide.
Copy the AutoScribble prompt
Complete prompt
Create a 90-second landscape whiteboard video answering the customer question ‘[question]’ for new customers of [product]. Use a simple visual metaphor, base it only on the help article below, and finish by pointing to [help link]. [Paste help article]
Common mistakes
- Guessing questions instead of using ticket data
- Using sketch video for click-by-click tasks
- Hiding videos away from where questions come up
Review before publishing
- Answer matches documentation
- Links are correct
- Format suits the question
Questions
Can we embed videos in our help centre?
Yes. AutoScribble provides embed code and downloadable MP4s.
How do we keep them up to date?
Conceptual videos age slowly. Update the script and regenerate when a concept changes.