“We treat customer support as an education channel. Whenever a customer reaches out for help, we directly ask them: send us your file, we will record a custom tutorial or custom Loom video for you. Sometimes we get on a call and walk them through their workflow. Over 3 years we have 1,500 recorded videos.”

Treat support tickets as an education channel — 1,500 recorded Looms became the flywheel

Instead of resolving tickets with text, the team records a bespoke Loom (or jumps on a Zoom) for the customer's exact file. This drove 100+ five-star reviews and built a 1,500-video library of edge cases that doubles as marketing content — retention and acquisition from the same motion.