Video analytics for customer support teams
Cinema8’s video analytics help customer support teams understand how viewers engage with their tutorials, onboarding clips and troubleshooting guides. Heatmaps show where customers skip or rewind, while completion data highlights unclear steps or high-friction areas. These insights help support teams refine explanations, strengthen self-service content and reduce repetitive questions by making help videos easier to follow.
Trusted by leading brands around the world
Cinema8 gives customer support teams clear visibility into how viewers interact with their help videos. With Cinema8’svideo analytics, you can track which sections customers replay, where they drop off and which steps cause confusion. Heatmaps and completion insights make it easier to understand whether your explanations are working or need refinement. These tools help support teams strengthen onboarding flows, improve troubleshooting clarity and build self-service resources that reduce unnecessary tickets and repeat questions.
How to analyse customer support videos with Cinema8
Use Cinema8’s analytics to understand viewer behaviour, spot unclear steps and refine your support videos based on real engagement data.
Upload your customer support videos to Cinema8 in bulk, via API, or individually. Once published, the platform will start producing analytics automatically.
Navigate to the analytics dashboard to view heatmaps and engagement metrics such as drop-off points, replayed sections and completion rates.
Use your insights to refine the video or update the related support article. Run A/B tests when needed to compare versions and measure improvements.
Why use Cinema8’s video analytics for customer support teams?
Cinema8 helps customer support teams understand exactly how users interact with their help videos, making it easier to identify unclear steps or areas that cause confusion. Heatmaps, completion rates and viewing patterns show where customers struggle, helping teams refine tutorials, improve onboarding flows and reduce repetitive tickets. These insights support the creation of clearer, more effective self-service resources without increasing production workload.
How Cinema8 helps customer support teams through video analytics
Identify confusing steps through replay patterns
Improve clarity across onboarding and help videos
Reduce repetitive customer questions with better guidance
Support teams can analyse onboarding videos to see which steps new users rewatch or skip. These insights help refine explanations, improve sequencing and ensure customers understand key actions the first time, reducing follow-up questions early in the onboarding journey.
Troubleshooting videos often highlight complex product steps. Cinema8’s heatmaps reveal where viewers rewind, drop off or pause, helping teams identify unclear instructions. Updating those sections leads to better self-service outcomes and fewer repeated tickets about the same issue.
Help centres benefit from interactive video analytics that show which videos customers complete and where they struggle. Customer support teams can refine scripts, visuals or pacing based on these patterns, ensuring the final content addresses common questions more effectively and reduces escalations.
See why customer support teams use Cinema8 to improve help videos with clearer, data-driven insights.
During travel restrictions, Cinema8 proved valuable as a tool. Its platform offered straightforward yet complete tools, allowing us to give virtual demonstrations of our solutions in a secure and efficient way.
Jay Yalung
Art Director, Marketing and E-Commerce / Leica Geosystems
Cinema8 software engaged and motivated students with 360-degree videos at the Tate Gallery, featuring past student projects. Staff support was responsive and helpful with training. A valuable tool for educational institutions.
Chi-Ming Tan
Unit Lead Lecturer LCCA / London College of Contemporary Arts
Cinema8 has been instrumental in compiling all of the videos for a research project on employment for the blind or visually impaired, by offering an easy-to-use web-based platform for building Interactive Videos.
Sarah Moody
Communications Coordinator / Mississippi State University
Cinema8 was chosen for its ease of use and ability to create interactive videos through an intuitive interface. The team received great support and reasonable pricing. leading to a renewal of their partnership. Cinema8's support helped them meet project deadlines.
Michel Sohel
Media Consultant / Eastern Michigan University
Starter
$12
per month billed annually
Everything in Free, plus:
- Lead gen forms with CRM/email integration
- 360 degree interactive video support
- Unlimited screen recording
- Customisable video player
- 1TB bandwidth
Recommended
Pro
$24
per month billed annually
Everything in Starter, plus:
- Sticky hotspots for moving objects
- AI chaptering + SEO metadata
- AI-powered speech search
- Video heatmaps + advanced reports
- 2TB bandwidth
Pro Plus
$84
per month billed annually
Everything in Pro, plus:
- FTP upload for video libraries
- Webhook-based event notifications
- Domain restriction
- Priority + dedicated support
- Unlimited seats