How TimeSolv engages their users through in-app messages and surveys with UserGuiding

TimeSolv

Selman Gokce

Content Marketing Lead

November 29, 2024

min read

Summary

TimeSolv, a legal time tracking and billing platform, had to wait a long while for creating just a simple tooltip, due to their product team being busy.

However, they wanted to create all sorts of in-app elements to announce features, push upsells, capture feedback, and more.

With UserGuiding, they were able to create in-app messages without relying on the developers, which enabled them to communicate with their users right inside their platform.

Timesolv is a legal time tracking and billing solution for attorneys and professional service providers.

They wanted to move their communications with their users to the inside their product, through in-app messages, surveys, and announcements.

Here’s how they’ve done just that, with UserGuiding:

Maximizing feedback and engagement, through in-app messaging

One of the biggest growth hacks for software products is inarguably correct in-app engagement.

Let me elaborate:

The correct in-app engagement starts with having a deep understanding of your user journey, highlighting their pain points and the points they’ve achieved value, and making sure you pop up with the relevant value at the right time.

This whole process requires a ton of trial and error; requires you to create and try different variations of the same in-app messages. And right there, a challenge occurs:

Any sort of in-app message, even if it was just a little hotspot, takes around a month to get developed in-house, especially if you’re working in sprints.”

Scott Clansen

Marketing Director @TimeSolv

That’s right, for the average product team, it might take up to a month to develop just a single hotspot.

For TimeSolv, they didn’t need just a little hotspot, they needed numerous in-app messages that would help them with various use cases:

We wanted to communicate more in-app messaging to our users about new features, new releases, upsell opportunities, and announcements.”

Scott Clansen

Marketing Director @TimeSolv

To create engaging in-app messages and surveys; they needed a solution that would enable them to create these elements without having to rely on the product team.

Making it easier to self-onboard

Another problem TimeSolv was having was the onboarding of different personas that used their product to different extents.

For a lawyer that uses their solution, it could be easy to find their way around their product, however, for other personas, it might not be the same way:

While we try to make the product as simple as possible, for certain personas like accounting professionals the tool can get pretty complex as there are advanced functions too.”

Scott Clansen

Marketing Director @TimeSolv

There are some complicated layers to our product and some terminology that might need some explanations.”

So, during their onboarding, they needed to explain some stuff along the way too; which is also, again, what in-app messages like hotspots and tooltips are great for.

As this need became more and more significant, they’ve found UserGuiding:

They’ve found UserGuiding

After getting started with UserGuiding, TimeSolv has created various in-app elements such as hotspots, tooltips, surveys, and product tours.

They moved their communication with their users from email announcements to the app, turning their platform into a complete one-stop experience.

Here are a few example from their new in-app elements:

▶ Here’s a walkthrough of the payment options of TimeSolv:

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The announcement modals and banners we create with UserGuiding really help with the adoption of new functionalities.”

Scott Clansen

Marketing Director @TimeSolv

▶ Here’s one of their announcement modals:

With UserGuiding, we can conduct quick surveys right on the spot when they log in so it’s relevant.”

Scott Clansen

Marketing Director @TimeSolv

▶ And here’s one of their quick in-app surveys:

Visible growth with UserGuiding

TimeSolv has significantly improved its user engagement through the in-app elements they’ve created with UserGuiding.

With the product tours, hotspots, and tooltips, their product has become simpler for all user segments.

We’ve seen more than a 10% increase in survey completions switching from email surveys to in-app ones and we’ll keep using that function even more in the future.“

Scott Clansen

Marketing Director @TimeSolv

Ready to boost your user engagement through in-app messages, just like TimeSolv did? 🚀

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:

interactive product tours,
tooltips,
hotspots,
user onboarding checklists,
in-app resource centers,
and NPS surveys.

Don’t believe me?

Give it a try yourself.

Selman Gokce

Content Marketing Lead

TimeSolv is a legal time tracking and billing software that has been operational since 1999. They provide user-friendly invoicing, time tracking, and project management solutions in the cloud.

COMPANY

TimeSolv