The Challenge
serviceminder is an award-winning platform for managing and operating home service franchises. Whether a franchise or an independent retailer, serviceminder provides the tools to help owners optimize and grow their business.
With the software being essential for users to run their businesses, serviceminder needed to improve their overall help experience. Users have different learning styles and needs, and the team wanted them to grasp processes quickly without reading lengthy articles.
How Userlane Helped
In just four weeks, Userlane was implemented and launched to end users, enabling the serviceminder team to gain analytics and identify areas where customers need additional support.
The key objectives were:
- Provide efficient onboarding and training for new users through Interactive Guidance and tooltips
- Gain transparency on application usage data and identify gaps
- Build a streamlined, single-stop support hub by integrating their knowledge base within the Userlane platform
The Impact
With Userlane, serviceminder went live within one month and immediately began providing in-app support and guidance to customers.
- 67% customer satisfaction
Tooltips and Interactive Guidance helped customers understand the application through a learn-by-doing approach.
- 64% engagement rate on serviceminder
The serviceminder team saw strong engagement with their learning material, helping customers become more self-reliant.
