How Buildertrend deflects 15% more support inquiries with Videate

Situation

Customer Overview:

Buildertrend, a leader in construction project management software, offers comprehensive solutions to help construction professionals manage projects more effectively and efficiently.

Prior to Videate:

• Producing videos took way too long: The Customer Success team needed 9-12 hours per 3-minute video using traditional manual recording and editing software.

• Customers losing trust and slowing in production adoption due to outdated content: The team struggled to keep up with new releases, and even though Buildertrend had rebranded 2 years prior, video content was still not up to date.

• No dedicated video production expertise: Lacking dedicated video production expertise, Buildertrend found it challenging to deliver training videos that met customer expectations for accuracy and consistency.

• High volumes of customer inquiries: Without a scalable video library, customers relied heavily on live support and internal resources.

The Goal:

Buildertrend wanted to keep their content up-to-date for better user adoption and renewal rates. They needed a streamlined, cost-effective video solution that could support rapid video updates for software releases. This would enable the company to reduce manual work, lower support inquiries, and improve user adoption and customer trust.

Why they picked Videate

• Automation makes it easy to update a video library to reflect software changes without additional costs or extensive manual work. 

• No need for video production expertise to produce and maintain video content.

• It’s a scalable way to create and maintain video content even with limited resources.

• Ability to produce videos in multiple languages so they can support their growing Spanish-speaking user base.

Results

• Able to make videos in just 14% of the time it took manually

• Exceeded their 90 day video production goal by over 3x.

• Chatbot fueled by Videate knowledge base videos deflects 15% more inquiries than previously, freeing up customer support for other critical areas.

• A single user updated over half of the library in just 2.5 business days.