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Assertiva positions itself as the bridge between credit access and recovery in Brazil. The company understands that uncomplicated unification of solutions in a portal benefits not only its customers, but the entire ecosystem of solutions.
The company offers solutions related to strategic processes within a business cycle. Its customers access the resources through a service portal with safe and functional solutions that aim to bring more speed and peace of mind in the results for the companies.
They wanted to facilitate users’ access to the portal’s functionalities and make the offered solutions more intuitive. The main goal was to minimize support calls and relieve the customer service team.
Most user queries are similar, forcing the support team to deal with repetitive and basic questions about the product. Without an automated onboarding, customer success and support teams need to be mobilized early in the user journey, which greatly increases the cost of operation and limits the scalability of the business.
In the case of Assertiva, the platform has different access profiles on its portal, and each profile has a different form of access. There are profiles with full access and with limited access; administrators handle the process of registering groups, users and profiles, while an operator, for example, is not allowed to perform these tasks.
Since most of its customers are not tech-savvy, the user education process is long, and everything was done manually. It was the responsibility of the CS team to do the initial onboarding process and teach admin users how to do certain basic tasks within the platform.
Assertiva’s customers are used to contacting them by phone, so certain precautions must be taken. Many of the actions on screen require more detailed guidance, especially at the beginning of the journey.
This process became a bottleneck for the company, which depended on the team’s manual onboarding to welcome and educate its customers. Thanks to UserGuiding, the company adopted a more complete and automated onboarding process, which not only eased the support team’s workload, but also allowed the business to scale faster.
In addition to the initial onboarding, Assertiva wanted to use the platform as a support so that the customer could access and understand the information on screen on their own. They realized that they could create a much more robust onboarding process to leave the user free to do whatever is necessary on the portal. However, they needed a no-code tool that made installing the platform and deploying features as easy as possible.
Thanks to UserGuiding, Assertiva’s design team was able to install and configure everything without relying on the development team. They implemented guides, modals and checklists to guide users, as well as NPS surveys to measure satisfaction. Even without much technical knowledge, the team was able to add elegant and fully functional tooltips and hotspots to the portal interface.
In addition to implementing the most common onboarding elements, such as guides, modals and hotspots, it was very important for Assertiva to be able to measure customer satisfaction with UserGuiding’s NPS surveys. This metric is critical to the business, and the previous solution did not meet their needs.
Assertiva not only started using NPS surveys that were tailored to its expectations and that provide accurate insights into user behavior and opinion regarding the solutions they offer, but they were also able to keep everything in the same product. With UserGuiding, it was possible to create all the onboarding flows, monitor the performance of the elements and even get satisfaction metrics for the solutions, all in the same place.
According to Bruno Arena, Product Designer at Assertiva, automating the onboarding process of the offered solutions led to an 80% drop in customer service tickets.
Not only has this reduced the burden on the Customer Success team, but it has also significantly increased the scalability of the business, as it is now possible to do initial onboarding for a large portion of customers using only the guides created with UserGuiding.
In addition, by using UserGuiding’s NPS survey feature, the company began to obtain more accurate customer success metrics and in a much more practical way, having access to onboarding flows and user reviews on the same platform.
UserGuiding, as a no-code user onboarding platform, gives you the power to eliminate the need for developers in creating interactive content that boosts user engagement and conversions.
In a matter of minutes, UserGuiding lets you can create:
Don’t believe me?
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The need arose based on a demand from our customer service, which is the difficulty of creating groups, profiles and users within the portal. We had this difficulty and were looking for internal alternatives to solve it.”