Accounting

How Mazars virtually trains clients with UserGuiding’s personalized guides

Founded

1945

Market

Accounting, Audit, Tax, Consulting, and Legal

Employees

10.000+

With UserGuiding since

2020

Mazars is a leading international audit, tax and advisory firm. 

They have been using UserGuiding to virtually train and onboard their clients inside their platform and reduce customer support workload.

Mazars specializes in delivering exceptional and tailored services in audit and accounting, as well as tax, financial advisory, consulting and legal services. 

Their collaboration platform, Signals, helps to improve business processes and brings a unique digital and collaborative experience to their clients. 

Onboarding users without borders

Thanks to the internet and every technological advancement ever since, every product or service that’s intended to work locally is a strong candidate to becoming a global solution.

This switch from local to global and the scaling that comes with it becomes especially difficult for companies that haven’t established automated processes, particularly during their user onboarding experiences. It is easy to onboard each user in-person if you’re operating in a limited area with a limited audience, but applying this on a global scale could cost a fortune.

And that’s exactly why almost all companies that offer services and products globally have prioritized becoming self-serve first in their onboarding; digitizing and automating it.

Mazars was experiencing a similar issue with their collaboration platform:

“We needed a tool that would allow us to train and onboard a large number of people across borders on our client collaboration platform Signals. The challenge was that we were looking for training and onboarding options that would allow virtual and visual learning right on the product itself.`

Thanh Pham

They needed a product that they could create visual onboarding material with, and it had to be right inside their platform so that users could experience a smoother UX.

Optimizing user onboarding material after each update

Another issue companies that have a product still-in-development such as Mazars experience is the upkeep of training material.

For most of the user onboarding solutions, optimizing the onboarding elements after each update costs you more time and valuable resources than it has to be.

“On the other hand we needed a solution that could be quickly and easily adapted to the continuous development of Signals.”

Thanh Pham

They’ve found UserGuiding

UserGuiding was the perfect tool for Mazars, based on their needs from an onboarding solution.

“Mazars was very much supported in scaling up UserGuiding and convincing our stakeholders on getting the solution onboard.”

Thanh Pham

With UserGuiding, Mazars has created a complete user onboarding experience for their clients. 

  • First off, they’ve utilized interactive guides to onboard new clients to the platform and introduce the basic UI elements.
  • In addition, they’ve used the self-help center feature of UserGuiding to create a help center full of interactive, visual guides that answered their users’ questions.

Here’s Mazars’ onboarding material created with UserGuiding, in action:

Mazars help center

Visible Growth with UserGuiding

By using a 3rd-party user onboarding solution such as UserGuiding, Mazars aimed to turn their user onboarding and training experiences into automated processes that could easily scale with them.

They have experienced a significant drop in support requests that asked about the functionality of the product.

We can imagine using UserGuiding for even more tools and services at Mazars to support users in operating them.”

Thanh Pham

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

With UserGuiding, you can create:

  • interactive product walkthroughs,
  • onboarding checklists, hotspots,
  • feature highlights, NPS surveys,
  • and interactive 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

  • Mazars needed a way to educate their users, without having them leave their new platform “Signals”.
  • They also wanted to onboard users in an autonomous way, where they wouldn’t need to input much.
  • They’ve used UserGuiding’s onboarding checklists and interactive guides to automate their user onboarding process and experienced a huge drop in support requests.

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