Customer support
Send a video instead of typing the same answer for the 40th time.
Everything Loom charges for — free.
Your support agent just typed out the same four-paragraph answer for the seventh time this month. The customer who asked is the seventh person to ask this month. The first six got identical answers, each typed from scratch, each taking six minutes, each followed by a clarifying question that took another four minutes. This is a 10-minute-per-ticket job that compounds into 30% of your support volume.
Pullsy turns the support answer into three artifacts in one go: the video, a written KB article, and an Ask-this-video panel where the customer can self-serve follow-ups. One recording closes the ticket, populates the KB, and deflects the next four tickets on the same question. Loom has no Ask-this-video feature and no recording-to-guide export at any tier.
Why one video ticket beats five text tickets — worked example.
Tuesday, 11:14 AM. A customer emails support: "how do I connect my custom domain to my account?" Your support agent, Anya, has answered this exact question 11 times in the last month. She could write a fourth-paragraph reply, but she opens Pullsy instead.
- 1 Anya (support agent)
Records a 90-second screen walkthrough: open admin → settings → custom domain → enter CNAME → verify in DNS → confirm in app. Pullsy auto-generates the guide + transcript + Ask-this-video.
- 2 Anya
Pastes the Pullsy link in the ticket reply. Adds a sentence: "Here's a quick walkthrough — let me know if you have any questions." Tickets resolves from her queue.
- 3 The customer
Watches the 90 seconds. Types into the Ask-this-video panel: "what about wildcard subdomains specifically?" Pullsy returns: "yes, wildcard subdomains work — use *.yourcompany.com as the CNAME target. See 1:14 in the walkthrough." Clickable timestamp jumps the player.
- 4 The customer
Watches the relevant 10 seconds. Adds the wildcard CNAME. Domain connects. Closes the tab. Ticket closes itself; the customer never replies to Anya.
- 5 Anya
Sees in Pullsy analytics that the customer watched to 95% and asked one clarifying question. Marks the ticket resolved. Done.
Follow-up: Now that 90-second recording is also a numbered guide. Anya pastes the Markdown into the help-center KB. The next 4 customers who ask the same question find the KB article via search, watch the video, ask the Ask-this-video panel, and never open a ticket. Anya's queue drops by 5 tickets/week on this one question alone.
The math on ticket deflection.
One recorded answer, used well, deflects a meaningful chunk of repeat volume. Here's the rough math for a single common question.
| Scenario | Without Pullsy | With Pullsy |
|---|---|---|
| One video answer to a common question | ~5 typed replies per week | 1 video + ~4 KB self-serves per week |
| Agent types 4-paragraph answer | 6–8 minutes per ticket | 90 seconds to record + paste link |
| Follow-up clarifying questions | A second typed reply, often same-day | Customer asks the video, no agent touch |
| Repeat questions next month | Same answer re-typed by whoever's on shift | Customer finds the KB article, watches the video, self-serves |
| Annual ticket volume on this question (×10 common Qs) | ~2,600 typed replies | ~260 videos + ~2,340 KB self-serves |
Numbers are illustrative — actual deflection depends on KB discoverability and customer search behavior. Teams report 20–40% volume reduction on top-10 common questions after six months.
Loom vs Pullsy for customer-support workflows.
| Support need | Loom Free | Loom Business | Pullsy Free |
|---|---|---|---|
| Recording length per answer | 5 min cap | Unlimited | Unlimited |
| Watermark on the support answer | Yes — Loom badge on every video | No | No, ever |
| Viewer can ask the video a follow-up question | No | No | Yes — Ask-this-video, free |
| Auto-generates a KB article from the recording | No | No | Yes — export to Markdown, free |
| Analytics so the agent sees the customer watched | No | Yes | Yes, free |
| Works on a help-center or Zendesk integration | Yes (manual paste) | Yes (native) | Yes (manual paste — native integrations on the roadmap) |
Recording → KB article — the headliner.
Pullsy converts the recorded answer into a numbered, step-by-step guide the agent pastes into the KB. The same 90-second recording becomes the video, the KB article, and the Ask-this-video panel — three artifacts in one recording session. Loom has no equivalent at any tier.
Ask-this-video — so the customer self-serves follow-ups.
Most typed support tickets end with a clarifying question — "but what about my specific case?" — that requires another agent touch. Pullsy's Ask-this-video panel lets the customer type the follow-up into the video itself and get a timestamped answer from the transcript. The ticket closes without a second agent reply.
Free view analytics — so the agent knows it worked.
The agent sees the customer watched to 95% and asked one follow-up. That\'s the signal that the ticket is actually resolved — not "the customer stopped replying." Loom gates the same data behind Business (~$18/user/mo).
Frequently asked questions
Can customers record back?
Customers can ask the video a question (via the Ask-this-video panel below the player) — they can't record a video reply to your support agent. If a customer needs to share their screen to reproduce a bug, they can use any screen recorder (or, once Pullsy's free tier is open to them, Pullsy itself) and paste the link back in the ticket.
What if the customer has no account?
Pullsy recordings have no signup requirement to view. The customer clicks the link, watches the video, and types into the Ask-this-video panel — no account, no email gate. This is one of the bigger differences vs Loom, which requires the viewer to be logged in (or to have set a password on the share, which is paywalled on Loom Business).
How do I keep sensitive URLs private?
Pullsy links are unlisted by default — anyone with the link can watch, but the link is not indexed anywhere. For internal recording URLs (admin walkthroughs that shouldn't be customer-facing), use a separate Pullsy recording rather than reusing a public one. The Pro tier adds custom-domain share URLs (support.yourcompany.com) for fully-branded, fully-tracked shares.
Does this replace a help-desk tool like Zendesk or Intercom?
No — Pullsy is the recording-and-content layer that sits alongside your help desk. The flow is: customer emails → ticket opens in Zendesk → agent records in Pullsy → agent pastes the Pullsy link into the Zendesk reply → ticket resolves. Pullsy is the medium for the answer; Zendesk is the system of record for the ticket.
What if the agent records an answer wrong?
Pullsy recordings can be deleted and re-recorded at no cost. The auto-generated guide is editable — the agent can fix any step before pasting it into the KB. There's no publish-then-wait cycle; the recording is private until shared.
Is Pullsy affiliated with Loom?
No. Loom is a trademark of Atlassian. Pullsy is an independent product not affiliated with or endorsed by Loom. Plan details above are dated to July 2026 from Loom's public pricing pages.
Record the answer once. Close the ticket forever.
No install, no signup, no watermark. Free.
Loom is a trademark of Atlassian. Pullsy is not affiliated with or endorsed by Loom. Loom plan details reflect Loom's public pricing pages as of July 2026.