With Intervals one of our assumptions is that users would rather find help themselves instead of having to contact us for support. This is part a product of good interface design and straightforward functionality, but sometimes things go bad or some help is needed to show the full benefits.
I know that I will do all I can to find help myself. I will search support, Google, IM friends, etc. before starting a trouble ticket. I really would just rather figure it out myself if it is not a huge time sink. You really have to pull my teeth to get me to call someone and if they only offer phone support I am generally unhappy with the experience. I can get a lot done in 20 minutes instead of being on hold.
We tested a single video placed inside of Intervals for best practices with a given feature. We received such positive feedback from it that we are actively working on layering in additional video support.
Here is an example of what we are working on. This video isn’t fully polished just yet, but it gives a pretty good idea of what we are trying to do:
