The First 5 SaaS Videos Every Help Center Needs

Let’s be honest—no one wants to scroll through endless paragraphs when they're stuck setting up a dashboard or troubleshooting a feature. SaaS users expect quick, visual answers. And nothing delivers clearer, faster help than a well-placed support video.

Whether you're onboarding new users, explaining key features, or providing quick fixes, video has become the go-to format for effective customer education. It’s concise, engaging, and perfectly suited for the way users prefer to learn. A single video can simplify complex workflows, lower support costs, reduce ticket volume, and deliver a smoother product experience from the very first click.

If your help center doesn’t yet include a collection of purposeful SaaS product videos, you’re missing a powerful opportunity to strengthen customer education, improve onboarding, and boost long-term retention.

In this post, we’ll walk you through five essential types of SaaS videos your help center should include—each designed to create a great first impression, reduce friction, and turn users into loyal advocates.

1. The Welcome or Product Tour Video

The Welcome or Product Tour Video is the first interaction new users have with your product, and it’s your chance to make a lasting impression. This video isn’t just a general introduction—it’s a well-crafted, engaging overview that highlights the core features and benefits of your SaaS product. It guides users through the most important functionalities, showing them exactly how the product works and how it can solve their problems, without overwhelming them.

What makes this video so powerful is that it immediately answers the “What’s in it for me?” question. Users are introduced to the most valuable features that will help them achieve their goals. It’s an opportunity to set expectations clearly and demonstrate how easy it is to get started. By covering essential tools, workflows, and integrations, the video gives users the confidence they need to explore the platform on their own terms. It’s a simple but effective way to reduce confusion and eliminate the friction that leads to drop-offs in the early stages.

This video should be concise but packed with value, including:

1. A high-level overview of the product’s core features
2. A walkthrough of key actions and use cases
3. Tips on getting started and making the most of the product
4. A call to action (e.g., “Start your first project,” or “Explore this feature in more detail”)

2. Account Setup & Onboarding Walkthrough

The moment a user signs up is make-or-break. They’re excited but unsure—staring at a new interface, wondering what to do next. This is your chance to guide them from curiosity to clarity with a step-by-step onboarding walkthrough video.

This video should cover the essential first tasks: creating a profile, connecting integrations, setting key preferences, or activating critical features—whatever a new user needs to do to get value, fast. Think of it as a visual checklist that gets them past the setup friction and straight into using your product with confidence.

Instead of overwhelming them with docs or leaving them to figure it out alone, a concise, friendly walkthrough offers structure and support. It shows, rather than tells—easing anxiety, reducing early churn, and shortening the time to value.

When done right, this video sets the tone for a great customer relationship from day one.

3. Feature-Specific “How-to” Videos

Once users are familiar with the basics, their next step is learning how to use specific features to achieve real outcomes. That’s where “How-to” videos shine. These short, focused tutorials walk users through individual product capabilities—step by step—helping them complete tasks without confusion or guesswork.

Each video tackles a single, practical question:

“How do I…?” Whether it’s how to create a report, how to invite team members, or how to set up integrations, these videos provide visual, actionable answers that are far more effective than a wall of documentation.

By breaking down one feature at a time, you make learning feel achievable. Users can watch, follow along, and immediately apply what they’ve learned—without having to pause and decipher text instructions.

Here’s what to include:

1. A clear title that matches how users search (“How to customize your dashboard”)
2. A quick intro to why the feature matters
3. A simple step-by-step walkthrough using real product visuals
4. Pro tips or common mistakes to avoid

The result? Fewer support requests, better feature adoption, and more confident users who are unlocking the full value of your SaaS product on their own.

4. Troubleshooting & FAQ Videos

Users don’t want to wait around for answers when something breaks or isn’t working as expected—they want a solution right now. Whether it's a login issue, billing confusion, or an unexpected error, these are the moments when troubleshooting videos truly shine.

That’s where troubleshooting and FAQ videos shine. These short clips tackle the most common “Why isn’t this working?” or “How do I fix that?” questions with calm, visual guidance. Think of them as your frontline support team—working 24/7 to defuse frustration before it turns into a support ticket.

The key here is anticipation. Identify your top 5–10 recurring issues—password resets, connection errors, permission settings—and create clear, concise video responses. Show the problem, walk through the fix, and explain any context that helps the user feel in control.

These videos don’t just solve problems—they build trust. Users feel supported without needing to wait for help. Plus, your support team saves hours by linking to videos instead of rewriting explanations.

5. Advanced Tips & Best Practices

Most help centers stop at onboarding and troubleshooting—but your most engaged users are hungry for more. They want to go beyond the basics, master workflows, and find faster, smarter ways to get things done. That’s where advanced video content becomes a real differentiator.

These videos spotlight clever workflows, lesser-known features, and expert ways to use your product more efficiently. They’re designed for power users, team leads, or anyone looking to maximize value and streamline their daily use.

Think:

1. “Pro tips for scaling team collaboration”
2. “Best practices for managing large datasets”
3. “Hidden features our top customers love”

By sharing advanced use cases and real-world scenarios, you help users level up—without needing them to dig through forums or spend time experimenting. These videos build loyalty, deepen product adoption, and even inspire upsells by showing what’s possible.

They’re also a great way to showcase product maturity and thought leadership, giving users the confidence that they’re using a SaaS product built for serious growth.

How to Create SaaS Videos That Deliver Value

To create videos that actually help users—not just tell them what to do, but show them—you need a tool built for clarity and speed. Since all these essential videos are meant to show your SaaS product in action, a screen recording tool is your best friend. It lets you capture exactly how your product works, step by step, with no guesswork.

That’s where WowTo comes in. It’s designed specifically to help SaaS teams create polished, purpose-driven videos quickly and easily. Here’s why it’s the ideal choice:

🎥 Built-in Screen Recorder – Capture workflows and product flows in real time

🎙️ Text-to-Speech with AI Voices – Add natural-sounding narration without recording your own voice

✏️ Annotations & Callouts – Highlight key actions and draw attention to what matters

⚙️ User-Friendly Interface – No complex learning curve, just record and publish

🌐 Multi-language Support – Create localized help content for a global user base

Whether it’s a quick how-to or an in-depth walkthrough, WowTo gives you all the tools you need to create SaaS videos that engage, educate, and support your users.

Where to Host Your SaaS Videos: Centralized, Contextual, and Easy with WowTo

Once you've created your product tour, onboarding, troubleshooting, and how-to videos, the next step is just as important: making sure your users can actually find and use them. That means hosting your videos in a way that's both centralized and contextual.

You need a place where users can access every video in one organized, branded space—and also encounter the right video at the right moment while using your product.

That’s exactly what WowTo’s built-in Knowledge Base helps you do. Instead of scattering videos across multiple platforms or burying them in long help docs, WowTo lets you turn your video library into a clean, searchable, user-friendly support center.

Here’s why it works so well:

1. 📁 Centralized video hub – All your SaaS videos, from onboarding to advanced tips, in one easy-to-navigate space.
2. 🔍 Smart search & structure – Help users find what they need fast with search-friendly organization.
3. 🎯 Context-aware support – Embed videos within your product using WowTo's widget, so support appears where users actually need it.
4. 🎨 Fully branded – Make it feel like a natural extension of your product with customization options.
5. 🔄 Easy updates – Swap in new versions anytime without breaking links or navigation.

In short, your support content shouldn't just exist—it should work. WowTo’s knowledge base turns your SaaS videos into a self-service experience that users actually want to use.

Create and Host Your SaaS Videos with WowTo

Every SaaS video plays a role in reducing friction and boosting product adoption. But creating and managing all these videos shouldn’t be complicated. With WowTo, you get an all-in-one platform to record your screen, add voiceovers, organize content, and publish it in a fully branded, searchable knowledge base.

From creation to distribution, WowTo simplifies the entire process so your users get the answers they need—exactly when and where they need them.

Try WowTo today and transform your support experience with smarter, faster SaaS videos.