While at support role you just see same question all over again, I felt that it would alleviate the workload considerably if in certain situations I could point person to a video.
One of the most common questions which can be covered by video goes something like this
"How do I transfer my eth from Coinbase wallet to Metamask wallet to register that ENS name"
"I’m trying to send eth to my .eth name and not receiving anything" and so on.
What this tells me, is that a lot of people do not understand relationship between
private key / seed phrase <-> public address <-> wallet as software <-> .eth name as smart contract
Technically ENS should not be taking on itself responsibility to educate the whole world on basics permissionless blockchain concepts, however it just so happens that all those concepts are so closely interrelated that its difficult not to cover them.
Very often I would end up explaining what is private / public key relationship, how to import seed phrase, and what exactly “importing seed phrase is”.
If we had 1 video, or set of video professionally produced, that would lift so much work off support immediately.
I would think that tenders needs to be conducted among such video content builders, to see who would be the best partners to work on that issue with ENS.
Some other questions which come to mind which can be covered in videos:
Of course basic short promo video explaining what is ENS, and what are use cases, I think its important to highlight here that protocol can be used not only to send tokens, but also to label any entity, such as smart contracts, or even songs, images, ?robodogs? . Sort of try to very carefully “not to generate technical moot” on one hand and on the other hand try to show this potential future, what can be achieved with ENS. Very often you see that in general - “oh hi guys, so what do I use .eth name for” - you can just plug video as reply, and then as second reply plug link to registration manager.
relationship between ENS token and .eth names as NFT token. Users might get confused because token is a token.
Very often I saw people with “stuck” txs due to low fees, and it was really painful to release those. Typically those were sent with wallets other than MetaMask, however hard I tried I couldn’t get most recent version of Metamask to produce infinitely pending tx, even with “low” fees - network would always catch up (MetaMask is that good nowadays). We can’t really cover all the possible interfaces, but maybe we can at least cover concept of stuck transaction due to low fees? Because people with that problem keep flowing to support anyway.
It is possible that there may be some confusion with rent / ownership concepts for .eth names. User is paying fee, which can be seen as rent, then “landlord” can take .eth away, but he can’t, so its not really a rent but rather fee. I think that point deserves clarification, additionally explaining that if you want to have your name for life, then you just pay 100 years fee in advance.
Coinbase has those “tutorial” videos with very small compensation attached to them, once user passes the test - 1USD denominated in that blockchain currency is issued to his account. From what I understand there are no tutorial videos like this attached to ENS on Coinbase. They are very short, 1-2 videos max, but can really help users understand what ENS is and most importantly point them towards site to register .eth name.
A lot of support questions are related to interface, how button is stuck, what is 1 minute wait, how do I complete the registration after initial commit and so on, I would think that we don’t need to immediately produce videos to cover any of that, since most of those issues should be addressed in new iteration of registration manager.
Either way looking for suitable partner who can produce quality videos is a lengthy and difficult process on its own, I suppose it’s better to start doing this sooner than later. Developing working relationship with such agency is important, because once we have that “connection” we can produce videos “on-demand” so to say, because common guidelines on style, approach and so on will already be developed.