Who said print is dead?
When it comes to bringing creative ideas to life, the last thing you want is to feel stuck before you even get started. That’s where having a mastery of your tools of the trade comes in handy. Pendo helps software users—with all degrees of proficiency—gain confidence in the technology they rely on so they can get up and running quickly and stay focused on the work they love doing.
When Sawgrass started working on their new social selling platform over a year ago, they knew they needed to prioritize digital adoption and put a strategy in place to help their users be as successful as possible with their software. “As a company that’s been in business for many years, we knew that educating our customers in the right moments was very important,” explained Rhonda Gwin, customer engagement and technical training manager at Sawgrass. “We wanted a way to figure out how our customers were interacting with the software, where they were falling off, and be able to handle onboarding.”
Gwin and her team decided to use Pendo In-app Guides throughout this new product—and in other products in their portfolio—to proactively address potential areas of friction and help users easily navigate new processes, before ever submitting a support ticket.
Montrez-moi le chemin
Mme Gwin affirme que l'une des fonctionnalités les plus importantes de la nouvelle plateforme de vente de Sawgrass sur les réseaux sociaux est la possibilité d'ajouter des arrière-plans personnalisés aux maquettes de produits, une tactique particulièrement utile pour les clients qui utilisent Sawgrass en vue de créer des produits à vendre dans leurs propres boutiques en ligne. Pour stimuler l'utilisation de la fonctionnalité et éviter toute confusion quant à son utilisation, Rhonda Gwin et son équipe ont décidé d'utiliser Pendo pour créer un guide in-app proposant des informations pratiques sur la fonctionnalité. Elle a également choisi d'inclure une courte vidéo explicative montrant comment l'utiliser. « Ces guides ont considérablement réduit le nombre de tickets d'assistance et ont fourni à nos clients les informations dont ils ont besoin pour réussir dans leurs propres boutiques », explique-t-elle.
Pendo a également joué un rôle essentiel en aidant l'équipe Sawgrass à lancer le nouveau produit dans les délais. « La veille du lancement, nous nous sommes rendu compte qu'il y avait encore un problème avec la personnalisation des produits dans la version mobile de l'application », se souvient Rhonda Gwin. « Nous savions que beaucoup de gens allaient accéder au produit sur leur appareil mobile, nous avions donc besoin d'un moyen de les inviter à passer à l'application de bureau pour une expérience optimale. Et c'est là que Pendo nous a vraiment sauvé la mise. »
Grâce à Pendo, Mme Gwin et son équipe ont pu déployer un guide in-app dans le but de rediriger les utilisateurs souhaitant personnaliser des produits vers l'application de bureau pendant que l'équipe produit se chargeait de résoudre le bug. « 4 000 personnes ont immédiatement vu l'information », précise-t-elle. « Nous avons pu diriger les utilisateurs vers la meilleure expérience [pour leurs objectifs]. Et le plus formidable, c'est que nous n'avons reçu aucun message de chat ni aucun ticket d'assistance à ce sujet. »
Since launching the new product, the Sawgrass team has been leveraging Pendo Analytics to understand how users are engaging with the product so they can continually iterate and improve the experience. “We’re now able to look at funnels and paths and say, ‘This is where our customers entered [the product] and this is what they looked at first.’ That helps us know whether they want personalized or ready-to-go art. And it helps us push them in the right direction as far as what products to offer.” Gwin noted.
Gwin indicated that she and her team are using Pendo to continue to anticipate customer needs, much like they did at launch. “We’re learning and building as we go. We put a lot of the [initial] guides in places in the product where we felt customers might have problems. But now we’re also able to use surveys and polls within Pendo to help determine where they may have questions. This helps us stay very in touch with our customers,” Gwin explained.
The Sawgrass team is also leveraging tooltips throughout their more established desktop app, Printmate, to provide ongoing guidance to users as they engage with key features of the product. For example, Gwin created a tooltip featuring a short explanation and sample image to demonstrate the app’s primary color modes in-context. “We’re changing things [in the product] as we go. But by adding Pendo—in this case to demonstrate our two color modes and [include] pictures—we can give in-the-moment advice and help the customer right at that moment, which we would usually have to do through a support ticket,” said Gwin.
Finally, Gwin noted that one of the biggest draws of Pendo was its accessibility for non-technical users, as well as the support she’s received from her Pendo account team. “One of the things that’s been very helpful for us is having the support of the Pendo team,” she said. “The team has been beside us the whole way . . . working closely with us and cheering for us. It’s been nice to have the Pendo team supporting us as we launch into this new area.”
