Replace static onboarding videos with walkthroughs that answer back.
Customer onboarding videos have the same problem as YouTube tutorials, only worse: the audience is paying you. Every confused user is a flight risk, and most of them will leave a one-star review instead of filing a ticket.
Virtual sits inside your onboarding flow. The same video you already have becomes interactive, every new user can pause and ask any question. The AI answers from your transcript and your trained answers. Their questions feed a heatmap that tells you exactly which onboarding step is bleeding customers.
What teams in this space struggle with
You only hear from users who actually file tickets
For every ticket, ten users hit the same problem and left silently. Virtual captures all ten.
Your onboarding video does not scale to new features
When the product changes, the video lags. Viewers ask about the new feature; the video has no answer. The AI can, once you train it.
Customer Success burns hours on the same five questions
CS team time is your most expensive resource. The AI handles the repeat questions; your team handles the unique ones.
How Virtual fits
Ask Assistant inside onboarding
New users can stop the video and type any question. The AI answers using your transcript and your saved answers. No support ticket. No abandonment.
Confusion heatmap per recording
See which onboarding step has the highest question density. That is the step that is costing you trials.
Mental State Tracking filters out chitchat
The "thanks!" and "love the product" messages are tracked but do not pollute your Master Doubts. CS only sees what they need to act on.
AI trained on your CS replies
Every time your team answers a Master Doubt in their own words, the AI learns. The next user who asks gets the team's answer in real time.
How a CS team rolls out Virtual
- 1
Upload your existing onboarding videos
No re-recording needed. Same MP4, new comprehension layer.
- 2
Embed the Virtual link in your in-app onboarding flow
Replace the static video embed. Users now see the player with the Ask Assistant pill.
- 3
Let CS train the top 20 Master Doubts
Usually a single afternoon. After that, the AI handles 70-90% of repeat questions automatically.
- 4
Watch the heatmap to drive product fixes
A red hotspot in onboarding is a UX bug. The heatmap is now part of your weekly product review.
“We reduced "I cannot figure out how to set up X" tickets by 64% in three weeks. The heatmap also identified two UX bugs we had been guessing about for months.”
Frequently asked questions
No, it complements it. Help articles handle reference lookups; Virtual handles the comprehension moment inside the video itself.
Share links are unguessable UUIDs. Per-customer link generation is on the roadmap.
Typically 2-4 minutes from upload to ready. Transcript + frame indexing happen in parallel.
Built for saas customer onboarding
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