Screen recorder for customer support: a 90-second answer script

Support video script: a 90-second answer with timings

Set the demo account to the customer’s plan and role first, so your screen matches theirs. Then record one take in this order.

1. 0:00–0:10 · Restate the goal. “You want to export last month’s invoices as a CSV. Here is where that lives.”
2. 0:10–0:20 · Name the prerequisite. “You need the Admin role. If you don’t see the Billing tab, your workspace owner can grant it.”
3. 0:20–1:05 · Show the path. Name each control before you click it, one action per sentence. Pause for a second after each click.
4. 1:05–1:20 · Show the proof. Open the downloaded file or the changed screen and hold it for three seconds.
5. 1:20–1:30 · Give the fallback. “If your screen looks different, reply with a screenshot of the Billing page and I’ll take it from there.”

The written reply to send with the video

Some customers will not press play: they are on a phone, in a meeting, or reading through a translator. Paste this under the video and fill in the brackets.

• Line 1: “Here is how to [customer’s goal]. The video below shows it in [length].”
• Requirement: “You need [role or plan]. If you don’t have it, [who can grant it].”
• Steps: three to six numbered lines, with menu names exactly as they appear in the product.
• Result: “When it works, you will see [what appears].”
• Fallback: “If you don’t see [control], send me a screenshot of [page].”
• Video: attachment or link, with the length in brackets, for example (1:28).

Worked example: “I can’t find the export button”

The ticket: a customer on the Team plan wants a CSV of last month’s invoices and cannot find the export. The cause is that Export sits inside a “More” menu and only shows for admins. The video is 1:24 long. The reply reads:

“Hi Dana, here is how to export last month’s invoices as a CSV. The video shows it in a minute and a half (1:24). You need the Admin role; if the Billing tab is missing, your workspace owner can change your role under Members. 1. Open Billing → Invoices. 2. Set the date filter to Last month. 3. Click More (the three dots, top right). 4. Choose Export CSV. The file downloads as invoices-2026-09.csv. If you don’t see More, send me a screenshot of the Invoices page.”

Because the demo account contains no customer names, the same video answers the next person who asks. Save it under the question, not the ticket number: “Export invoices as CSV (admin).”

What to record for each type of ticket

Length and reuse depend on the ticket. Use this as a default and adjust for your product.

Fix one wrong line without re-recording the answer

The usual way a support video goes wrong: at 0:32 of a 90-second answer you say “Settings” and the menu on screen reads “Preferences.” The screen is right and only the word is wrong, so in Qreata you select 0:30–0:36 on the timeline and choose Record voiceover · keep video in the Segment menu: you say the line again over the same picture, and recording stops at the end of the range. If the click was wrong too, Replace Take (the Rerecord tool in the editor) re-records picture and sound for the range; that retake has to fill it, so a shorter one is rejected and a longer one is trimmed. The other 84 seconds stay as they were.

The same applies three months later when the product team renames a button. Open the saved project, replace the ten seconds that show the old label, and export again. Your library of reusable answers stays current without a full re-record each time.

Helpdesk players are small, so menus get hard to read. Turn on Auto-zoom on clicks (it is off by default) and Qreata adds zooms on your real clicks; you can adjust or delete each one, and add a zoom by hand on the proof screen at the end. Recording and editing happen on your Mac with no account, and nothing is uploaded unless you press an upload button. If the demo account still lists names you would rather not show, Blur · select elements blurs that list while you record and keeps it blurred as you scroll.

Many customers watch with the sound off. Captions in video burns word-highlighted captions into the MP4, so the answer reads in any helpdesk player without a caption file. You can also copy the transcript text and use it as the draft of the written steps in your reply.

Two limits matter for support work. Qreata does not export SRT or VTT files and the caption style is fixed, so if your video host needs a caption file, create it there. And delivery is manual: attach the MP4 to the reply, press the Google Drive button for a link, or use Qreata Cloud (a separate paid service, MP4 up to 1 GB) for a qreata.cc link. To test it, take the question you answered most often last week, record it with the script above, then deliberately replace one line. It takes about ten minutes of the 7-day trial.

Mistakes that make customers reopen the ticket

Each of these turns a one-touch answer into a thread.

• Recording in an admin account when the customer is a regular user, so they see different menus.
• Starting with a product tour. The customer asked about one button.
• Clicking faster than you speak. The customer cannot follow a cursor that has already moved on.
• Ending on the click, not the result. Without the proof screen, they do not know if it worked.
• Sending the video with no written steps.
• Leaving another customer’s name, email, or order visible in a list.
• Reusing a video after the interface changed.