Case Study: Unbounce achieves higher NPS and happier customers with Wistia

Using Video to Boost NPS Scores an Inside Look at Unbounce’s Customer Support

Unbounce, the Vancouver-based landing-page platform, faced the challenge of keeping thousands of customers satisfied with a product that can be complex to use. Written instructions and screenshots often fell short for detailed, technical issues, and the support team needed a scalable way to boost response quality and Net Promoter Score (NPS).

They adopted a video-first support strategy: a library of documentation videos for common queries plus short, personalized screen-recorded tutorials for on-the-fly problems. The approach requires little agent time, speeds resolution, generates strong positive feedback and higher NPS, and helps build relationships that lead to more referrals.

Unbounce

Quinn Omori

Customer Support Manager