Kindly share your feedback on how GoodFirms has been doing so far in increasing your visibility among potential clients.
GoodFirms has definitely helped us in landing more customers and get our name out there. We’ve noticed more people reaching out to us for creating an explainer video.
Please introduce your company and give a brief about your role within the organization.
This is Mehroz Khan, CEO, and founder of Video Explainers, one of the oldest and leading explainer video companies in the industry. We help brands from all over the world to tell their story.
Companies come to us with their ideas, and we turn them into reality by executing them to a T. Over the past 12+ years, we have added industry leaders like Walmart, NASA, HP, and Stanford to our ever-growing clientele.
As of 2021, we have created over 10,000 videos for 7000 clients, and amassed more than 60 million views! It’s our continued dedication and efforts that have enabled us to perform so well in this industry.
What is the story behind starting this company?
I was passionate about animations even before explainer videos or animated video marketing was a thing. This passion and the inspiration taken from cartoons and video games became the foundation that this company is built on.
We started out as a team of freelancers and reached out to potential local clients. We soon realized this was not the way to go about it and joined platforms that we could use to pitch to international clients.
Through those platforms, we scored our first major gig and that only fueled us to keep on doing better and got us to where we are today.
12 years later here we are, a well-established company with 7k+ clients and over 150 employees.
What are your company’s business model–in house team or third party vendors/ outsourcing?
When we first started out, we outsourced services like scriptwriting to third-party vendors. However, being a company that focused on customer service the most, we realized that it was not the way to go as it sometimes caused delays and that made us uncomfortable.
So now, each video is wholly created in-house. This has worked out pretty well for us as we have a huge dedicated team. All of our employees are some of the best resources in the market and are passionate about what they do.
How does your company differentiate itself from the competition?
As mentioned earlier, we are a customer-centric company. Our main aim is to provide the best customer service that there is and cater to our clients in the most effective and quickest way possible.
This is the reason that drives our team to work their best and complete more than 150 projects per month, as compared to the 20-25 projects our competitions are able to do.
What industries do you generally cater to? Are your customers repetitive? If yes, what ratio of clients has been repetitive to you?
We cater to anybody who needs an explainer video. Since our work is creative, the type of industry a client belongs to does not matter. All you need is a good research team, a strong script, and captivating animations.
I would say 30-40% of our clients are repetitive. And the new clients that we acquire are also through word of mouth and referrals. It feels good to be trusted by them so much.
Please share some of the services that you offer for which clients approach you the most for?
Since we are one of the oldest explainer video companies, I would say that experience plays a huge role in getting clients to get attracted to us. Apart from that, we also have a very strong portfolio filled with Fortune 500 companies.
They must think that if industry leaders can trust us, we must be good. Fortunately and thankfully, they are not wrong.
What is your customer satisfaction rate according to you? What steps do you take to cater to your customer’s needs and requirements?
I would say our customer satisfaction rate is pretty good, especially in the past 3-4 years. The majority of our clients rate us 5 stars and our project cancellation rate (for any reason) is less than 1%. We have been able to maintain such a low rate for over 4 years now and it’s all thanks to the way we treat our clients.
Their satisfaction is our number one priority and we work very hard to show it to them. I think our clients pick up on it which is why they rarely cancel their order and are 100% satisfied with us.
All of this is possible because we shifted from a project-centric business model to a customer-centric one.
What kind of support system do you offer to your clients for catering to their queries and issues?
We have created our in-house client management system that our clients use to submit any queries. It is an effective way that helps us manage clients in a timely manner.
What kind of payment structure do you follow to bill your clients? Is it Pay per Feature, Fixed Cost, Pay per Milestone (could be in phases, months, versions etc.)
We bill our clients in milestones. They have to pay 50% of the agreed explainer video cost upfront and then 50% when the project is submitted.
Do you take in projects which meet your basic budget requirement? If yes, what is the minimum requirement? If no, on what minimum budget you have worked for?
We are quite flexible with our budgets as we try our best to cater to our clients. But the lowest budget we have ever worked with is $3000.
What is the price range (min and max) of the projects that you catered to in 2020?
The minimum was $3000 and the maximum $25000. Since it was when Coronavirus was at its peak, we tried to compensate our clients as much as we could while also trying to sustain ourselves.
Where do you see your company in the next 10 years?
We want to be the Google of search engines. If somebody thinks ‘explainer videos’, our brand should immediately pop into their minds.
It’s not because we want to beat our competitors, it’s because we want to be the go-to company that brands come to for help.
We are passionate about what we do, and that’s because we care for our clients and want to help them tell their stories in the most creative way possible, i.e, explainer videos.