A better way to reduce support tickets and guide users to success

By implementing Userlane, the Azubi-Navigator team was able to quickly demonstrate the value of its platform to trial users, decrease onboarding time, and reduce the number of support requests

“The integration of Userlane gives our new customers access to the functionality of our software more quickly and interactively, more so than with simple text descriptions, and this, increases user engagement significantly.”

Azubi Navigator, Managing Director

15%

increase in conversion rate

20%

reduction in support tickets

5X

decrease in onboarding time

The customer challenge

Azubi-Navigator’s Learning Management System, u-from, digitizes learning management with various eLearning integrations. It is an innovative platform that offers a variety of features and functionalities that need to be properly explained to new users.

Azubi-Navigator experienced an increasing number of trial users who wanted to try out the u-form platform, and realized that they were no longer able to onboard each user individually. Additionally, due to its complexity, they faced challenges connected to guiding new and existing users in the platform.

New users need time to explore and familiarize themselves with all the functionalities, features, and possibilities of the Azubi-Navigator u-form software, and for this reason, the team saw the potential in automating their onboarding. 

How we helped

Upon deciding to implement Userlane, the Azubi-Navigator team wanted to achieve the following goals:

1. Convert more trial users

The team recognized that new users were in need of more guidance to explore all the features of the platform. As a result, the entire onboarding process needed to become more interactive and targeted to convert trial users into paying customers.

2. Decrease the number of support tickets

The growing number of users meant there was an increased demand for customer support. The younger target group was also less accepting of customer support via more conventional methods, such as via email or telephone.

The results

The implementation of Userlane simplified and sped-up the onboarding process which led to the following results:

15% increase in conversion rateOn average, each trial user interacted with five tours in order to understand and find out more about existing features and functions.
20% reduction in support requestsThe customer support team also saw a significant drop in the demand for their help, and there were no longer any basic questions asked about u-form. 
5% decrease in onboarding timeAfter the first customers were introduced to the Azubi-Navigator with Userlane implemented in the platform, they reported that they felt supported throughout the onboarding process. They felt as though they were taken by the hand throughout all the processes, which turned them into immediate power-users of the software.

 

“We faced the challenge of not having our younger target group relying on the support we offered them. Userlane met the needs of our target group by offering more direct and interactive support.”

– Managing Director, Azubi Navigator

Contact sales team