support ticket deflection

How customer success leaders should use video

Customer success leaders are usually under-resourced for both reactive support volume and proactive retention work. Video is the cheapest lever to fix both - 15 to 35% deflection on onboarding and how-to tickets, faster time-to-value, and renewal-stage customer story video that lifts net retention. Here is the four-format model and where each piece earns its place.

May 31, 2026