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Help Center / FAQ

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For general questions please reach out to contact@demoup.com for technical questions we are happy to help under it@demoup.com.

About Our Videos

How many videos do you have?

DemoUp currently hosts more than 100,000 product videos from over 1,500 different brands. We are constantly adding new brands, languages, and videos into our system.

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How many videos do you have for my shop?

It depends on the products and brands you are selling. You can use our video scanner to get a rough estimate of the number of matches.
To get a more accurate figure, copy the DemoUp JavaScript tag into your web shop. This allows us to identify all your products and run our matching. We cover most brands from the consumer electronics, children appliances, DIY tools, bikes, cosmetics, sports, and white goods product categories.
After your shop is live and running, our content team will also check if videos or brands are missing and reach out to collect any missing content.

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Where do you get the videos from?

We source our videos directly from the brands.

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Which languages are the videos available in?

Most videos are available in multiple languages. Our core languages are English, German, Spanish (Latin American Spanish and native Spanish), Italian, Polish, Russian, Portuguese (Brazilian and native Portuguese), French, Chinese, Czech, Danish, Dutch, Japanese, Korean, Swedish, and Turkish. Some videos contain no speech, only sound.

Further information: How do you select the language a video will be shown in?

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Which brands do you cover?

We are working with more than 1,500 global brands such as Samsung, Lego, and Philips that supply us with their product video content. We usually cover most of a shop’s main brands.
You can use our video scanner to get a rough estimate of the number of matches and brands available to you.

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What quality are the videos in?

We encode our videos in three different quality levels to ensure both fast streaming as well as high quality. Depending on the end device and bandwidth of the viewer, we dynamically adjust the quality of the video streamed.

  • 640x360 low quality mp4 for mobile networks



  • 960x540 medium quality mp4 for standard integrations



  • 1280x720 HD quality mp4 for high bandwidth environments (image is cut at 1000px)

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Can you get us videos from brand XYZ?

After your shop is live and running, our content team will check if videos or brands are missing and reach out to collect any missing content.

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Can we upload our own videos?

Yes, of course. Many of the retailers in our network upload their own videos into our system to complement the branded ones. It is also very interesting to compare your video performance to those of brands.
The videos you upload yourself into your DemoUp account will only be accessible by you.

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Do you also produce videos?

No, we do not produce videos.
However, we would be happy to recommend some great production companies.

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Is it possible to remove videos or brands?

Yes, you can always remove videos or complete brands in your DemoUp dashboard, after which they will no longer be visible on your product pages.

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Integrating in a Shop

How does the integration into my shop work?

You copy our script into your product page template and you’re done!
It is as easy as copying a Google Analytics script into your website. We will do everything else, and you can lean back and watch the videos appearing on your product pages.
Call us right now and we will send you a script for your web shop.

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Honestly, how long will it take to integrate?

Honestly, it is really just copying a script. You can do it in 3 minutes. We know you and your IT are busy building that next great feature, so we have worked hard to make integration as easy as pie.

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Can I change the look of the integration?

Yes, we are happy to change the look of your integration to fit your shop’s look and feel. Let us know what you want.

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Can I see some sample integrations?

Take a look:




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Is it possible to test an integration in an internal test system first?

Yes, it is. Please send us the domain of your test systems so we can grant video access and allow your script to also work there.

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How do you select the language a video will be shown in?

We prioritize which language will be shown to a visitor according to the following order:

  1. We try to show a video in the visitor’s browser language.
  2. We try to show a video in the product page language.
  3. We try to show a video in the shop’s language.
  4. If there is none of these versions are available, we use English as a fallback option.
  5. If none of the above is available, we do not show a video.

The chart below shows a sample process of deciding which language will be shown.

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Will your integration slow down my website speed?

No.
Our script loads asynchronously and only after your webpage is already rendered. This means the only thing that can slow down is the appearance of the video play button.

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Can I show multiple videos for one product?

Yes. We only show one play button but if there are multiple videos available we will show them on a playlist next to the main video.
It looks like this:

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What happens to my shop when DemoUp has an outage?

In the absolute worst case scenario that all DemoUp systems fail, the video play button will no longer be displayed. However, this will not affect or prevent your product page from loading, the videos simply will not be available.

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Can I use a tag manager to integrate DemoUp?

Yes, you can integrate DemoUp with a tag manager such as Google Tag Manager. However, we advise against this for two reasons:

  • Integration via a tag manager will significantly slow down the loading time of your video play button.
  • Many popular ad-blockers block tag managers. This means that some users will not be able to see the videos when they are integrated via a tag manager.

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Rights and Access Management

How does the rights management of the videos work?

Our videos are supplied by partnering brands. Every brand can set itsown restrictions on the usage of its videos. While most brands allow general global usage, local content may be restricted to a certain country, region or even only to official retailers of this brand.
As an online retailer, you will only see videos in your account whose usage rights were granted, so you do not have to worry about usage rights.

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Is it possible to restrict videos to certain countries or shops?

Yes, as a brand you can restrict video access by country, continent or on a shop-specific level.
Sample video restrictions settings of a brand:

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Pricing and Payment

What does cost depend on?

We charge per video view. This means that cost and value delivered will be aligned. Exact cost depends on the country, size of your web shop, and the video coverage we can deliver. Please talk to our sales team (sales@demoup.com) to get a pricing estimate.

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How do you charge?

Our standard terms are yearly contracts with monthly charging.

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Which payment methods do you accept?

We accept payments via credit card, PayPal, and - for yearly upfront payments - invoicing.

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Which currencies do you accept?

We accept payments in euros, US dollars, and British pounds. While we have customers in many other countries that pay in other currencies, our prices will be denominated in one of the above currencies.

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Hosting and Streaming

How fast do your videos stream?

As fast as possible.

Here are a couple of things we are doing to ensure fast streaming:

  • Our video player is very lightweight and optimized for fast loading. Our video quality is optimized for web streaming. We offer our videos in three different quality levels, and our system can dynamically switch between these levels depending on the bandwidth of the viewer.
  • We deliver our videos through a global content delivery system. Videos are cached at several hundred locations around the world;a video in Tokyo will be streamed from a server in Japan while a watcher in New York will stream the video from a server located on the East Coast of the US.

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Do your videos work on mobile?

Yes. We use smaller video sizes to stream smoothly on mobile devices. We also use the latest HTML5 video technology (and not Flash) to ensure maximum device and browser coverage. Currently, more than 99% of all desktop and mobile devices are able to show our videos.

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Where do you host videos and data?

Our core systems, all data, and raw video files are securely hosted in Germany.
Videos are delivered through a global content delivery network with several hundreds of server hubs around the world.

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Matching Videos to Product Pages

How do you match videos to product pages?

Video-to-product matching is one of our core capabilities. We are matching hundreds of thousands of videos to billions of product datasets. The basic process is shown in the graph below. The magic happens insides the matcher. We use advanced semantic processing, machine learning, and data linkage algorithms to connect our product data to that of retailers. While the need to protect our intellectual property demands that we cannot specify any details, we have repeatedly beaten other product matching systems, both in the accuracy of matches as well as the number of correct matches for a given product dataset.

  • Our matching is much more accurate than any human-powered approach.
  • We outperform “simple” matching techniques, e.g. only matching on GTIN/EAN numbers that some other vendors might use: We are both more accurate as well as able to match up to 70% more products, as GTIN/EAN numbers are very often not specified from the retailer’s side.

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Can there be mismatches?

Yes, but they are very unlikely. We will only match product to videos if we are sure that they are a match. If our matcher is unsure, we will double check with our team of well-trained product matchers (yes, this is an actual job title).

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Do you need EAN/GTIN/UPC numbers for matching?

No, but they are helpful.

EAN/GTIN/UPC numbers, or European Article Numbers/ Global Article Identification Numbers/Universal Product Codes, are a 13-digit bar code system to mark products with unique numbers. You can see an example of an EAN code below.


However, we use many different variables for matching - EAN/GTIN/UPC numbers are just one of them. In fact, EAN/GTIN/UPC numbers cover many product categories only very incompletely.

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Can I remove or add matches myself?

Yes, you can.

  1. Log into your DemoUp Account and go to the video manager.
  2. Select the video for which you want to add or remove a match.



  3. Click on the second tab “Product linkage”.



  4. Click on the “x” symbol to remove a match or click on “add linkage” to match a product page to this video.

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How long does it take to match my shops to videos?

About 2-3 days, depending on the number of your SKUs.
Once integrated, we will start detecting your product pages. In order not to overload your servers, we slow down this process. We will therefore usually take 2-3 days to detect all products and then match videos accordingly.

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Do I need to provide you with feeds or product information for matching?

No, our system only needs to be integrated in your shop’s frontend. We will match based on the information on your product pages. You have to do nothing but copy our script into your product page template.

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Performance Tracking

What is a view rate and what rate can I expect?

A view rate is the rate of how many of the product page visitors watch a video. It basically shows how many people click on the video play button. We are currently measuring an average view rate of around 12%. View rates differ per product category, but also keep in mind that the placement of the video play button plays an important role. We recommend placing it above the fold, preferably in or next to the image gallery.



Further information: Can I see some sample integrations?

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What does “average percentage watched” mean and how do you calculate it?

The average percentage watched shows you how much of the video people watch. The theoretical maximum is 100%, which would mean that all viewers watched the video from the first second to the last second. The average percentage watched is a good metric to determine if a video can keep the attention of viewers.

For more detailed insights, you should have a look at our attention graphs. These show you exactly at what point viewers are dropping off and allow you to adjust future videos to better meet the needs of your audience.

Below is an attention graph of a smartphone’s product video. You can easily spot a high drop-off at 1:38, at which point the video shows a company logo, signaling to viewers that the video is finished and they can stop watching.

The dark blue area shows you the people that re-watched the video, which is not added to the calculation of the average percentage watched.



To calculate the average percentage, we take the area under the curve of the line showing the number of people still viewing (the light-blue area) and divide it by the total area (the green area).



We are currently measuring an average percentage watched of 73.6% across all videos. The longer a video, the lower the average percentage watched will usually be – so remember to only compare videos of similar lengths when using this metric.

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How does your conversion tracking work?

DemoUp comes with built-in conversion tracking. We take all product page visits and track whether the visitor adds the product to his or her shopping cart. We then separate the visits into the video viewers and non-viewers to compare both add-to-cart rates. The difference is the add-to-cart change for viewers. In the example below, we see an add-to-cart increase of 134.2% for viewers compared to non-viewers.



We only track the add-to-cart rates, not the conversion after checkout. This way, retailers do not have to add any code to their sensitive checkout pages. While around 50-60% of people will abandon their purchase during the checkout process, the difference between viewers and non-viewers stays about the same.

Further information: What does “revenue increased through video” mean?

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Can you disable conversion tracking?

Yes, if you do not want us to track purchase information we can deactivate it.

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What average conversion lift can I expect?

Our average add-to-cart change across all brands and retailers is around +75%, meaning that video viewers buy 1.75x more often than non-viewers. We are seeing a wide range of +25% up to +150%, depending on factors like product categories, country of viewers, quality of videos, price range of product shown, share of mobile viewers and view rate. We have not found a single retailer that experienced a negative conversion effect.

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What does “revenue increased through video” mean and how do you calculate it?

It’s nice to know the add-to-cart rate change, but it is even better to know how much product videos helped your bottom line in dollar values. To calculate this, we combine add-to-cart conversions with the prices from your product pages. This way, we can track the add-to-cart revenue of all video viewers.
In a second step we determine how much of that revenue was actually caused by video and how much would have been generated anyways (because some video viewers would have bought the product even without a video on the product page). Therefore, we split the add-to-cart rate of viewers into two parts.: one consists of the viewers that would have bought anyways, whose rate is equal to the base conversion rate (or the non-viewer conversion rate); the other part contains the remainder of the add-to-carts that were actually caused by video. In the sample below, 57% of total viewers’ add-to-cart rate revenue is caused by video. So from a total of $150,000 in viewers’ revenue, $85,950 were directly produced by the product videos displayed.
Revenue values here are gross add-to-cart revenue values.

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Can I track your videos with Google Analytics?

Yes, we fire Google Analytics events with every video view. This allows you to track all videos viewers as a custom audience and every single video’s performance.

If you log into your Google Analytics account and go into behavior -> events -> top events, you’ll find our event called “video_demoup”.



Click on “video_demoup” and select “event label” to get a list of all videos.



You can also track the behavior of video viewers if you create a custom audience for all users who use a demoupvideo event.

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Why DemoUp?

Why should I use videos in my ecommerce store?

People buying online need product information to make a purchasing decision. If you leave them with open questions, they will not buy. Videos are the preferred and most entertaining way for web users to consume this information.
Here is a shortlist of the top benefits of having videos in an online shop:

  • Visitors who watch a video on average purchase 95% more often than those who do, not watch a video
  • 96% of consumers like watching product videos.
  • Return rates decrease by up to 25%, because people are more aware of what they are buying.
  • You will improve your search rankings with video content.

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Can’t I just use YouTube?

Many product videos can also be found on YouTube. The problem is there is no automated way to find those videos and embed them in your product pages. For every product, you will have to search for the video and embed it into the correct product page, a process that quickly becomes a nightmare when you are selling thousands of products and both videos and products are constantly changing.
While YouTube is free of charge, it is monetized by ads. These ads (video ads, popup links, and auto-playing sponsored videos after your videos are finished) will show on your online shop. What is even worse, the ads will be specifically targeted to the kind of page sin which they are embedded. You will most likely end up with ads from one of your direct competitors. Not a good thing!

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What is the investment return of using DemoUp?

Our product videos have a direct effect on your conversion and thus on your revenue. We are seeing an average add-to-cart increase of 95% for people that watch a video. Taking the cost for running DemoUp into account, customers see an return of 30x up to 300x the investment made (30x times means an RoI of 3,000%).

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How can I get started?

To get started, you can talk to one of our customer representatives by calling +19173412572, or shoot us an email at sales@demoup.com. We will ask you a few questions about how you want the integration to look and which brand videos are particularly important for your shop, and then start building your custom integration.

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