Once you figure it out, it's worth every penny!
June 29, 2020

Once you figure it out, it's worth every penny!

Anonymous | TrustRadius Reviewer
Score 8 out of 10
Vetted Review
Verified User

Overall Satisfaction with Vidyard

We use Vidyard to create quick one-off training videos for support purposes, but primarily it is used to host and construct a knowledge base for client access so that various functions of the software can be explained and viewed on a self help basis. The videos are also used to construct specific training paths for different types of clients with differing needs. Videos are used during the onboarding process within emails to increase client engagement or to provide feature updates to notify clients of any changes the development team puts out.
  • Vidyard is the only service I've found that allows easy tagging so videos can be easily flagged and updated when a feature or part of our software is changed.
  • Vidyard allows for tracking of who has viewed the videos and what parts so videos can be revised if the desired outcome is not achieved.
  • Vidyard allows for playlists, which enables a clear path of training to be established.
  • The Vidyard UI can be difficult to navigate and the concept of a player requires extensive effort to understand.
  • Vidyard allows clipping the beginning and end of videos but does not provide an undo option if a mistake is made. This requires re-recording the video if part of a sentence was mistakenly cut off.
  • Vidyard's video clipping tool is difficult to use and it's hard to tell how much you'll be cutting from the beginning or end of a video which results in repeated adjustments to prevent losing an important part of the video.
  • Vidyard has increased the amount of communication and engagement we've had with our customers regarding feature updates. It's a lot easier to watch a quick video than it is to read a paragraph! This makes the customers happier and features are accepted with far fewer complaints of change.
Vidyard allows for setting up a knowledge base that appears to be hosted by our site and is simple and straightforward to set up. The only downside was the process took about a week due to the communication between our company and their team needed to get it set up.
The Vidyard support team has always been very helpful whenever they've been contacted for assistance. Not only are they friendly, but knowledgeable as well.
Vidyard is great for the customer onboarding process as it allows customers to see who they are interacting with and provides a sense that there's a real person and not just an automated email system on the other end. Customers love the videos and often will request them as the preferred response method once they've been sent one. The screen recording feature allows for more showing and less telling and enables better communication on how to complete different tasks. It's also great for documenting any bugs for the development team so they can view the issue rather than rely on a written account. The overall concept of Vidyard is amazing, but the UI and vocabulary used can make the process of utilizing it to its fullest extent harder than it needs to be. They've recently put out UI updates to help with ease of use and definitely made adding new videos easier.