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.
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Gwin betonte, dass eine der wichtigsten Funktionen der neuen Social-Selling-Plattform von Sawgrass die Möglichkeit ist, individuelle Hintergründe zu Produkt-Mockups hinzuzufügen – besonders hilfreich für Kundschaft, die Sawgrass nutzt, um Produkte für den Verkauf in ihren eigenen Onlineshops zu erstellen. Um die Nutzung dieser Funktion gezielt zu fördern – und gleichzeitig Missverständnissen vorzubeugen –, entschied sich Gwin gemeinsam mit ihrem Team dafür, mit Pendo eine In-App-Anleitung mit grundlegenden Schritt-für-Schritt-Informationen bereitzustellen. Zusätzlich integrierte sie ein kurzes Erklärvideo, das die Anwendung der Funktion demonstriert. „Diese Anleitungen haben die Anzahl an Support-Tickets deutlich reduziert und unserer Kundschaft genau die Informationen gegeben, die sie braucht, um mit ihren eigenen Shops erfolgreich zu sein“, erklärte sie.
Pendo trug auch entscheidend dazu bei, dass das Sawgrass-Team das neue Produkt rechtzeitig erfolgreich lancieren konnte. „Am Tag vor dem Start stellten wir fest, dass es in der mobilen App-Version immer noch Probleme mit der Produktanpassung gab“, so Gwin. „Wir wussten, dass viele Nutzer das Produkt über mobile Geräte nutzen würden. Daher brauchten wir eine Möglichkeit, schnell zu sagen: ‚Für das beste Erlebnis empfehlen wir Ihnen, die Desktop-App zu verwenden.‘ Da war Pendo unsere Rettung.“
Mit Pendo waren Gwin und ihr Team in der Lage, einen In-App-Leitfaden bereitzustellen, der Benutzer, die Produkte anpassen wollten, auf die Desktop-App leitete, während das Produktteam die Fehlerbehebung fortsetzte. „4.000 Nutzer haben diesen In-App-Leitfaden sofort angesehen“, so Gwin. „Wir konnten die Benutzer zum besten Erlebnis [für ihre Absichten] führen. Und das Tollste daran ist, dass wir keinerlei Supportanfragen im Chat oder über E-Mail erhalten haben.“
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.”
