Capture the answer once
Walk through the setup, feature, or fix exactly as you would for a customer. Trails captures each click and detail automatically, or converts an existing recording.
Turn repeat customer questions into self-serve answers
Trails helps Customer Success and Support teams record a workflow once, then publish a branded step-by-step guide and video for onboarding, help centers, and support replies.
The old way vs. with Trails
Customer questions keep arriving while CSMs and support agents rebuild the same answer in different places.
xThe old way
With Trails
A five-minute product walkthrough turns into screenshots, annotations, copy, review, and help-center formatting
Record the workflow once and publish a polished guide and video in minutes
CSMs repeat the same setup and feature questions across kickoff calls, emails, and customer workspaces
Send every customer a reusable answer they can follow on their own schedule
Support agents resolve the same how-to ticket one conversation at a time while the queue keeps moving
Turn the first resolution into a consistent answer the next customer can find before opening a ticket
Every product release breaks screenshots and pushes the knowledge-base backlog further behind
Update the affected Trail once so the current workflow stays live everywhere it is shared
Global customers wait for localized help because every article and video has to be recreated by hand
Translate the guide and narration into 75+ languages from the same source
From one walkthrough to a customer-ready answer.
Publish a guide and video in minutes
Trails turns the walkthrough into a polished step-by-step guide and narrated video customers can skim, search, or watch.
Give customers help in context
Link or embed the answer in your product, help center, onboarding email, or support reply so customers do not have to hunt for it.
Support every customer in their language
Translate the guide and narration into 75+ languages without rebuilding the content for every market.
Fewer tickets. Faster adoption.
Customer Success
Guide customers from kickoff to value
Give every customer a repeatable path through setup and feature adoption. CSMs can reuse polished walkthroughs between calls instead of explaining the same workflow account by account.
Customer Support
Deflect repeat questions before they become tickets
Turn a resolved how-to question into a reusable answer customers can find first. Keep troubleshooting consistent, shorten time to resolution, and make escalations easier to hand off.
Trails is like magic for us.
It cut our content creation time by 80–90%.
Fatima Jaferi
Sr. Customer Success Enablement Manager at Canary Technologies
What CS and Support teams produce with Trails
Turn the customer moments your team handles every day into clear, reusable guidance that keeps working after the conversation ends.
Self-serve onboarding
Give new customers setup guides, implementation walkthroughs, and next-step videos they can revisit between CSM calls.
Help-center and ticket answers
Turn recurring how-to questions into searchable guides support agents can link from replies or publish in the knowledge base.
Feature launch and adoption guides
Show customers what changed, how to use it, and why it matters without scheduling another product walkthrough.
Troubleshooting and escalation playbooks
Capture proven resolutions and handoff context so support agents can respond consistently and escalate with a clear record.
Put every answer where people already look.
Help centers
Knowledge bases
Team communication
Customers
Ready for customer-facing work.
Translation
Publish guides and narrated videos for customers in 75+ languages.
Smart blur
Hide sensitive customer or account information before sharing.
Branding
Make every resource feel like part of the customer experience.
Video import
Turn existing Looms, support walkthroughs, or onboarding recordings into step-by-step resources.
Team controls
Control who can create, edit, review, publish, and access each guide.
Export to PDF and more
Share customer resources as PDFs, HTML, or Markdown wherever they need to live.
Version history
Work with confidence knowing every change is saved and any previous version can be restored.
What our customers have to say
It helps us build critical docs quickly that are really easy for our customers to follow.
It's a user-friendly platform that lets us turn complex workflows into simple walkthroughs. It gives us speed on our end and usability on the customer's end. Exactly what we need when we don't have enough time.
Andy Ju
Head of Product at ClassRanked
It helped me stop being the single point of failure.
I'm director-level. I shouldn't be doing every small thing, and I definitely can't teach the same task on Zoom three or four times. Trails let me document it once and delegate with confidence.
Michael Silver
Special Projects Director at Degy Entertainment
It's simple, polished, and works across devices.
We're a public school district supporting a wide range of technology and the ‘how do I do this?’ questions never stop. Trails gives us a better way to create actionable training for parents and staff. It’s a no-brainer for us.
Adam McGraw
Director of Instructional Technology
The automatic video generation. It’s amazing.
Having the video AND the step-by-step instructions written out below with screenshots is killer. Great for all kinds of learning styles.
Mike Styer
Owner, Mike Styer Photography
It’s the easiest way I’ve found to create documentation that people actually use.
We previously used Scribe for guides, but still had to rely on tools like Canva and Vimeo for video. Trails feels like an AI-first approach: guide-to-video, video-to-guide, the full workflow in one place.
Fatima Jaferi
Sr. CS Enablement Manager at Canary Technologies
Listen to Fatima’s Story 👇
Frequently asked questions
Loom records the explanation. Trails turns the walkthrough into a resource customers can skim, search, follow step by step, and watch. Learn more in this Trails vs. Loom comparison.
No. Keep the help center. Trails helps CS and Support teams create and update the guides that live inside it, with video and written steps from the same source.
Yes, use the smart blur and on-device redaction features before sharing the guide or generated video.
Publish the guide and narrated video for customers in over 75 languages.
Multiple teammates can create and edit content in a shared workspace. Viewer, editor, and admin roles, plus per-guide permissions, control who can access and change each guide.
Yes. CS and Support teams can document onboarding, escalations, account workflows, and other repeatable processes from the same kind of walkthrough they use to create customer-facing guidance.
