How-to videos and other self-service content may become essential offerings for legal tech companies looking for a scalable way to address the product support needs of a growing client base. Still, distilling complex technology questions into a video isn’t always an easy—or cost-effective—task.

Riley Hawkins, senior director of product and client solutions at Evisort, juxtaposed the rise of video and self-service tutorials in the industry with the widening reach of legal tech, which he opined has transitioned from a “nice” to have to a “must” have. He noted that when Evisort’s user base was small, the company had a lot of one-on-one interactions with clients, but those personal tutorials have become more difficult to do as its user base has expanded.

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