Sales Enablement

Vieworks relieves Customer Service by effectively onboarding users with UserGuiding

Founded

2019

Market

Marketing & Advertising

Employees

11-50

With UserGuiding since

2020

Vieworks.io is a new video marketing and customer engagement platform helping companies educate their users through offering rewards. 

Vieworks.io is currently offering a lifetime deal on Appsumo which you can find out more about here

Vieworks has been using UserGuiding for a few months to improve its user onboarding experience and acquiring visible results ever since. In this article, I’ll go over their journey to success; what problem they were experiencing, how they found UserGuiding, and how they achieved real results with it.

Do you really need to expand your customer service?

Businesses often find it hard to deal with overwhelming customer support requests regarding the functions of the product.

There might not even be anything wrong with the product itself, no bugs or faulty features whatsoever. It might just be a matter of insufficient and ineffective customer education, and users might get lost.

Vieworks.io is one of these businesses that were experiencing a throng in their customer support department until a few months ago. 

As Chris Gale, co-founder of Vieworks.io has told us in an interview:

“Customers were getting a bit lost when creating rewarding campaigns on Vieworks.”

They were aware that if they improved their user education efforts instead of investing in expanding their customer service, they could achieve similar, if not better results.

“We were looking for a guiding solution that was helping in educating customers without requiring a lot of development and maintenance.”

So they’ve started looking for a product that could help them in creating and improving their educational content such as onboarding flows.

They’ve found UserGuiding

A few months ago, they’ve found UserGuiding. After a quick implementation process, they were ready to start creating with UserGuiding.

Chris also stated the simpleness of the implementation period:

“UserGuiding is a very good solution and through its Chrome extension implementation, we’ve found it very easy and great to visualize the user journey and implement checklists throughout the stages of our platform.”

With UserGuiding’s Chrome extension, you can trace the steps of your users and work in real-time on your product, simply dragging and dropping guide elements and in-app messages on your UI elements. 

Here are some examples of Viework’s user onboarding experience created with UserGuiding:

  • Their initial product walkthrough:
  • Adding a seat:
  • Their onboarding checklist:

Vieworks has also been enjoying the Analytics feature of UserGuiding, keeping a close track of their onboarding material to see how each of their creations performed:

“It’s also helpful to see where users get stuck in Analytics, and it enables us to really improve the onboarding experience, and getting them up to speed and educated to get the full use of our Vieworks platform.”

Visible Growth with UserGuiding

It saved us a lot of time in our customer support times too as fewer customers were coming through requiring support because they were better educated.

“I would recommend the tool to SaaS platforms that are looking to improve their customer education.”

If you are looking to increase your product adoptionfeature adoptionretention and conversion rates; aiming to minimize churn by improving your user onboarding, UserGuiding is the right tool for you.

With UserGuiding, you can create interactive product walkthroughs, onboarding checklists, hotspots, feature highlights, NPS surveys, and interactive help centers easily. Also, whenever there is a new feature or an update, you can change your onboarding elements with a few clicks.

And no coding or technical knowledge is required.

Interesting, right? Let’s talk it over:

You can improve user onboarding with UserGuiding as well.

Summary

  • Customers of Vieworks were getting lost in their initial experience with the product, which would end up increasing the number of support tickets they encountered.
  • They were looking for a better way to onboard new users, without much investments in terms of development and maintenance.
  • With UserGuiding’s interactive tours and user onboarding checklists, they were able to easily create visually-stunning guides that helped them significantly reduce support tickets.

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