How Ajar became self-serve with UserGuiding’s automated onboarding and checklists

Founded

2016

Market

Real Estate

Employees

11-50

With UserGuiding since

2020

Ajar is a property management and rent collection platform.

They have significantly removed the need for onboarding users through in-person sessions with UserGuiding’s automated user onboarding experiences.

Ajar provides landlords, property managers, and real estate companies with the necessary tools to have a seamless property management experience, while also providing tenants with multiple payment options to pay their rent or invoices, anywhere and anytime.

You don’t need to onboard every user by hand

There are a lot of businesses out there that are still onboarding every user by hand, through sales demos.

Not only would this process devour resources that could be better utilized, but at least 67% of users would prefer self-serve over talking to sales or support representatives. So why keep doing it?

Ajar was one of the companies that kept applying this system, although they were aware of the problem:

“Our sales team was previously onboarding users by having a 1:1 session with them. This was not always convenient and was very time-consuming. We wanted to expand to the global market without having a physical presence in all countries.”

Marina Matta

Especially if you’re running a company that is aiming to scale to the global market to grow your business, even more, it becomes impossible to keep onboarding users by hand.

The solution is simple: do what every other globally successful company does, and automate the user onboarding process along with any other action that would require the intervention of a sales or support representative.

So, Ajar needed a 3rd-party user onboarding solution that could help them automate their onboarding processes and easily scale globally.

They’ve found UserGuiding

Ajar used UserGuiding to successfully create onboarding material for different audiences, and automate user onboarding to remove human intervention from the equation.

“UserGuiding was a good tool to turn to because it’s dynamic – changes can be applied and take effect immediately. It also allowed us to create guides in Arabic for our Arabic-speaking users.”

Marina Matta

Let’s see UserGuiding in action, on Ajar:

  • They use UserGuiding’s Checklist feature to trigger interactive guides, here’s one of them for example:
  • With UserGuiding’s segmentation, Ajar made it possible to address different audiences in their respective languages or preferences. Here’s what their user onboarding elements look like in Arabic:

“UserGuiding gave us a great demo when we were looking at other players. The team was very helpful and was ready to answer any questions we had.”

Marina Matta

Visible Growth with UserGuiding

UserGuiding helped Ajar successfully introduce the self-serve first approach to their business:

“Our goal was to help our customers self-onboard. This was made possible through UserGuiding’s checklist feature which includes guides that give users a step-by-step tutorial on how to complete a task.”

Marina Matta

Ajar is expecting significantly increased activation rates soon as they optimize their content in UserGuiding.

UserGuiding is the perfect product for companies of any size that are looking to turn their products into self-serve success.

With UserGuiding, you can create:

  • interactive product walkthroughs,
  • onboarding checklists,
  • hotspots, feature highlights,
  • NPS surveys,
  • and help centers easily.

These allow you to train your users in an automated fashion. Also, whenever there is a new feature or an update, you can change your onboarding elements with a few clicks.

Interesting, right?

You can improve user onboarding with UserGuiding as well.

Summary

  • Ajar was previously onboarding all their users by hand, through one-on-one live sessions.
  • As they scaled up, they understood that this practice wouldn’t be able to scale further.
  • They wanted to automate their user onboarding process and reduce the burden of this task.
  • With UserGuiding’s self-serve guides and checklists, Ajar was able to save a ton of time in the task of user onboarding.

Join 2,000+ teams creating better experiences

14-Day Free Trial, with an extra 30-Day Money Back Guarantee!