Grove HR is an all-in-one HR solution for SMEs developed by KMS Technology, to optimize people management and employee experience.
They wanted to offer their customers a simple way to get help in an interactive and automated manner; without having to wait for long development processes.
Here’s how they did just that and achieved success with UserGuiding:
Being available 24/7 – what’s the actual cost?
For any kind of product, a great customer support that’s available at all times and attentive is important for business.
That’s a no-brainer.
For subscription-based software products, this importance is significantly increased. This is simply because your customers have the right to leave your business at any time for a bad support experience and that costs you revenue.
If you don’t have the budget to establish unnecessary call centers that operate 24/7, you actually need to use the power of automation and interactive in-app guidance.
And that’s exactly what Grove HR went for, interactive and automated in-app training.
They asked their product and development team to establish these new elements in their product, and it worked just like it would work for the development of anything:
Slow and painful.
“We used to have an in-app onboarding process developed in-house, but it took a ton of time and effort when we wanted to create something new. For a scaling startup, most of the focus is on getting the product better and developing new features, so the developers are always busy.”
The product is always at the center of development’s focus, they might not find the time for developing complete user onboarding journeys and tooltips and hotspots; and if they find the time for it, it literally can be weeks or months away.
So they needed a solution that would help them offer help and guidance to their customers 24/7 without having to depend on developers.
From Pen and Paper to Software: the challenge of digital adoption
Another problem they were having was directly related to the growth of their business.
In the HR space, the competition is fierce and the landscape is filled with many products that are as capable.
So if you’re unable to deliver value to your customer in a quick way and engage them to convert them better, you’re likely to lose them to a company that does this exact thing better.
As companies shift from pen and paper to Google Docs to HR Software Platforms, they need to adapt to the digital space for their work and adopt the tools that come with it. So for Grove HR, they had a lot of customers that needed help to understand and utilize the platform in the best way possible.
“For HR teams that use the traditional way of doing HR which is pen and paper to fully adopt digital methods, you need to effectively educate them.”
Usually, an effective user onboarding that is designed specifically for these people would be sufficient to engage them, help them utilize the value of the product, and eliminate any pain points that might pop up.
So they needed a solution that could help them onboard users on a much more engaging and personalized level.
And they’ve found UserGuiding:
They’ve found UserGuiding
With UserGuiding, Grove HR had a huge improvement in terms of their product education.
Creating new interactive material and delivering them to users became much easier.
And with the utilization of UserGuiding’s Resource Centers and feature announcement modals, they’ve effectively started their journey towards creating an engaged user base.
Let’s see how they’ve done so, straight out of their platform:
“UserGuiding helped us create in-app experiences without any coding so I would say we’re saving a lot on costs.”
▶ They’re welcoming users with a Welcome Modal that has an engaging video on it, and then do a round of progressive profiling to get to know their customers better:
“Another thing we solve with the tool is feature announcement. It’s now easier than ever with UserGuiding.”
▶ They’re also using different announcement modals to let their users know about the new features:
UserGuiding’s Resource Centers: Good News!
Grove HR has also been utilizing UserGuiding’s recent feature to offer their users a one-stop experience for their onboarding and training:
“One of my teammates said ‘Oh I have good news, UserGuiding just launched a new feature that will help us resolve a problem.’ Sometimes the user might miss their chance for the interactive product tours, and they can’t go back to it. With the resource center, all the guides are available 24/7 and are repeatable for our users.”
▶ Here’s one of their interactive guides that’s part of the onboarding process, triggered straight from the Resource Center:
“Also with the UserGuiding’s Resource Center feature, the process of getting help is pretty straightforward. They don’t have to switch to another app, they can just search our support articles from inside the product.”
▶ And here’s one of their knowledge base articles, searchable and readable through the Resource Center widget without leaving the app:
Visible Growth with UserGuiding
UserGuiding enable Grove HR to implement a new way to create interactive user training material, without depending on the development team and saving time.
This way, they’ve turned their product into a one-stop experience and made it easier for users to engage with their platform, without having to worry about customer support.
Ready to provide support and training to your users 24/7, just like Grove HR did? 🚀
UserGuiding, as a no-code user onboarding platform, gives you the power to eliminate the need for developers in creating interactive content and helps you be there for your users at all times.
In a matter of minutes, UserGuiding lets you can create:
- interactive product tours,
- user onboarding checklists,
- in-app resource centers,
- and NPS surveys.
Don’t believe me?
Give it a try yourself: