Health Care

How Cuepath reduced support calls by 72% with UserGuiding’s self-serve user onboarding

Cuepath

Vancouver, Canada

www.cuepath.com

CuePath Innovation is a healthcare technology company focused on resolving medication non-adherence. Its mission is to bring peace of mind to caregivers by improving the quality of life of patients. CuePath couples its Medication Adherence as a Service (MAaaS) platform with its call center-based Adherence Support service. It manages patient adherence data that helps its’ home health partners identify a ‘change of condition’ and effectively resolve problems that impede adherence.

Founded

2015

Market

Healthcare

Employees

2-10

With UserGuiding since

2019

Cuepath is a Canada-based product that functions in medication-monitoring. It is a solution to improve medication adherence (making sure medications are taken at the right day and time) for seniors.

They have been using UserGuiding for 6 months and managed to successfully reduce the number of support calls by 72% through self-serve user onboarding.

Cuepath

Introducing Self-Serve First in Customer Support

Self-serve first is a great quality of many viral products.

It means that the product can be consumed without the need for intervention by a company employee; whether salespeople or customer service representatives.

And the common quality of self-serve products is automated user experiences, that guide users through each of their needs. Whether they are being introduced to the product or seeking help from support, automated user experiences can take human intervention out of the equation, by replacing it with interactive guides and in-app messages.

Cuepath was looking to relieve the workload of customer service by decreasing the number of inbound calls. That meant they need a solution to scale their user training and onboarding, as well as introducing self-serve customer support elements.

Cuepath’s Director of Partner Success, Richard Abasta, refers to the solution they were looking for as:

“Because we are a startup, we needed a solution that was within our budget and gives us the flexibility for our use cases.”

They needed an affordable product that could help them in becoming a self-serve business.

Onboarding elderly users shouldn’t be a challenge

The majority of young people think that elderly and the technology are not the greatest pair, but since 73% of people 65 years or older are internet users, this thought gets challenged a lot.

Yes, it is not easy to adapt to a technology you weren’t born into. However, this shouldn’t mean that elderly users can’t benefit from the life-changing software and hardware.

As a tool designed for seniors, Cuepath was questioning whether it would be a challenge or not to onboard elderly users; so they were very well aware that the solution they were looking for had to help them in creating senior-friendly onboarding material.

They’ve found UserGuiding

After a long search for a suitable solution, Cuepath found out that UserGuiding is a great tool for introducing self-serve onboarding and reducing customer support workload while effectively helping elderly users adopt their product.

UserGuiding has enabled Cuepath to:

  • Answer customers’ every question with interactive guides,
  • Provide self-serve support with self-help centers,
  • Offer guidance through user onboarding with onboarding checklists,
  • Provide additional information on elements with in-app messages.

All without any coding!

Here are some examples of what you can create with UserGuiding, on Cuepath’s website:

  • A welcome tour for new/existing users:
Cuepath
  • A hotspot for additional information near elements:
Cuepath

Visible Growth with UserGuiding

After using UserGuiding for 6 months, Cuepath experienced a 72% decrease in the number of support calls in common cases.

Also, their onboarding times were shortened and engagement rates rose significantly.

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

With UserGuiding, you can create interactive product walkthroughs, onboarding checklists, hotspots, feature highlights, NPS surveys, and interactive help centers easily, allowing 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

  • Cuepath wanted to relieve customer support and make their business more scalable.
  • Since their users were senior citizens, they needed a way to simplify their learning processes.
  • With UserGuiding’s interactive UX elements, they could hand-hold users through the onboarding process.
  • They’ve managed to reduce support calls by 72% with UserGuiding’s self-serve guides.

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