Improving Completion Rates
Completion rate is the most important metric for interactive video. Here are concrete strategies to improve it.
Diagnose First
Before making changes, look at your data:
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Check the drop-off curve. Where are viewers leaving? A sharp drop at a specific point suggests a content problem at that timestamp.
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Review top questions. Are viewers asking about things that aren't well-covered? This suggests confusion that might be causing drop-offs.
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Check AI escalation rate. If many questions are being escalated, the AI might not be supporting viewers well enough to keep them engaged.
Content Strategies
Front-load value. Put the most compelling content in the first 2–3 minutes. If viewers see immediate value, they're more likely to continue.
Keep it focused. A tight 15-minute video with 80% completion is worth more than a comprehensive 45-minute video with 30% completion. Cut anything that doesn't directly serve the viewer.
Address common questions in the video. If analytics show viewers repeatedly asking about a topic, consider adding a section about it. Proactive answers reduce friction.
Use chapters. Let viewers skip to what matters to them. A viewer who navigates straight to the "integrations" chapter and watches that section completely is more valuable than one who watches the first 5 minutes passively.
AI and Knowledge Base Strategies
Expand your knowledge base. If the AI struggles to answer common questions, add documentation. Every question the AI answers confidently keeps a viewer engaged who might otherwise leave.
Review escalated questions. These represent topics where the AI couldn't help. Add documentation for these topics to improve future AI responses.
Timing Strategies
Shorter is usually better. If your drop-off curve shows a cliff at 10 minutes, consider making a 10-minute version. Two focused 10-minute videos often outperform one 20-minute video.
For scheduled events, test different days and times. Session reports show which time slots have the best show-up and completion rates.