6 min

How to Reduce Repetitive Tickets (Without Hiring More People)

Customer support teams aren’t failing because they don’t care. They’re failing because they’re stuck in a loop—repeating the same answers to the same questions, over and over again.

And customers? They’ve noticed.

🔁 The Repetition Problem in Support

Let’s face it: most customer support is reactive, repetitive, and inefficient.

72% of consumers report having to explain their problem to multiple agents.
83% say they have to repeat the same information again and again.
And 33% of customers say this repetition is the most frustrating part of the experience.

Even worse, 44% have received incorrect answers from agents. That’s not just a customer experience issue—it’s a sign of broken internal knowledge sharing.

And the human cost? It’s real.

84% of support agents can’t answer the questions they receive.
62% of customers would rather hand out parking tickets than navigate automated phone trees or explain themselves three times.
And nearly $62 billion is lost annually in the U.S. alone due to bad customer experiences .

🎥 Support at Scale: From Tickets to Tutorials

What if instead of handling every ticket as a new problem, you started treating common answers like reusable knowledge?

With Videolink, that’s exactly the shift:

Record once.
Organize clearly.
Share as often as needed.

It’s not about replacing human support—it’s about amplifying it.

When a customer writes in asking how to reset a password or where to find billing settings, your agent doesn’t need to type it out again. They can drop a tailored, visual walkthrough—recorded once, delivered on demand.

This doesn’t just save time. It makes support better.

📊 The Case for Video Support

The data backs this up—customers love video:

80% prefer watching a video over reading text.
68% say they want video assistance for support.
54% of marketers have already seen video reduce support tickets .

Why? Because videos are clear, human, and contextual.

They eliminate back-and-forth clarifications.
They reduce miscommunication and confusion.
They lead to faster resolution times and more trust.

Plus, videos stick—multimodal communication (visual + audio) improves understanding and memory. That’s a win for customers and agents.

🚀 Support That Compounds, Not Collapses

As customer volumes rise (57% of support leaders expect a 20% increase in calls in the next two years), reducing repeated tickets isn’t optional—it’s essential .

By building a video-powered support library:

You reduce load on your team.
You increase satisfaction on both sides of the conversation.
You make every answer count.

And the kicker? 70% of unhappy customers will return if you fix their problem well . The bar isn’t perfection. It’s clarity, speed, and empathy—something async video delivers naturally.