Build a searchable library of short screen recordings that answer your team's and customers' most common questions — once and for all.
Every team has a set of questions that get asked over and over. How do I reset my password? Where do I find last month's report? How do I set up the integration? You can write help articles, but people skim them and still ask. A video knowledge base — a curated library of short, searchable screen recordings — gives people visual answers they can follow step-by-step. It's the difference between reading a map and watching someone drive the route.
Follow these steps for the best results.
Start by collecting the top 20 questions your support team, sales team, or new hires ask repeatedly. Check Slack threads, support tickets, onboarding feedback, and FAQ pages. Rank them by frequency. The top 10 are your first video knowledge base entries — these alone will eliminate a huge volume of repeat questions.
Before recording, write a single sentence that answers each question. 'To export a CSV report, go to Analytics > Reports > click Export in the top right.' This sentence becomes your script and keeps the video focused. If you can't answer in one sentence, the topic might need to be split into multiple entries.
Open the relevant tool in Chrome and record yourself performing the action. For a 'How do I export a report?' entry, navigate to the report, click Export, and show the result. Keep each video 30-120 seconds. Zumie's auto-zoom ensures every click is visible, even on small or dense interfaces.
Add your video links to a Notion database, Confluence space, help center, or dedicated knowledge base tool. Categorize by topic (Account, Billing, Features, Integrations). Include the question as the title and the one-sentence answer as the description, with the Zumie link embedded below. This makes entries findable via search.
A knowledge base dies if it's not maintained. Set a rule: any time someone answers a question for the third time, they record a 60-second Zumie video and add it to the knowledge base. This low-effort process means the library grows organically and always reflects current workflows and UI.
Level up your results with these expert techniques.
Resist the urge to combine related questions into one long video. 'How to export a report' and 'How to schedule a recurring export' should be separate entries. Atomic videos are findable, linkable, and easy to update when the UI changes.
Name every entry as a question: 'How do I...?', 'Where is...?', 'What happens when...?' This matches how people search. When someone types 'How do I reset my password' into your knowledge base search, they find the exact matching entry.
Assign each knowledge base category to someone who keeps it current. When the product team ships a UI change, the assigned person re-records affected videos. This prevents the common failure mode where half the videos show an outdated interface.
If your knowledge base platform has analytics, check which entries are viewed most. High-traffic videos indicate persistent pain points in your product. Share this data with the product team — it's a gold mine for UX improvement priorities.
Don't try to record 100 entries before sharing the knowledge base. Start with 10 entries covering the most common questions and launch immediately. You'll learn what works from real usage, and the library will grow much faster with input from the team.
A knowledge base entry should answer one question in 30-120 seconds. If your video hits 3 minutes, you're either covering too much or explaining too much context. Assume the viewer knows the basic tool — they just need the specific answer to their specific question.
An outdated knowledge base is worse than no knowledge base — people find a video, follow the steps, and the buttons are in different places. Schedule a quarterly audit: watch each video and verify the steps still match the current interface. Re-record any that are outdated.
Watch how Zumie's auto-zoom and click highlights transform a basic screen recording into a polished, professional video.
Notion is excellent for internal teams — create a database with Title, Category, and Video Link columns. For customer-facing knowledge bases, tools like Intercom, Zendesk, or HelpScout support embedded video. The platform matters less than the organization and maintenance process.
Start with 10 entries covering your most frequently asked questions. This gives you immediate value and a template to follow. Most teams reach 50+ entries within a few months as the habit of recording answers takes hold.
Use both. The Zumie video shows the steps visually, while a short text description below covers the same steps for people who prefer reading or need to search for specific terms. The video handles the 'how,' and the text handles the 'findability.'
Make it part of the workflow: when someone answers a question in Slack, they reply with 'I'll add this to the knowledge base' and record a 60-second Zumie video. Recognize contributors publicly. The easier the process, the more people participate.
It can dramatically reduce live support volume — typically by 30-50% for common questions. But it won't replace support entirely. Complex, account-specific, or emotionally sensitive issues still need a human. The knowledge base handles the repetitive questions so your support team can focus on the hard ones.
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