How to Use Interactive Walkthroughs with SaaS Products
If you’re spending too many hours on customer support, seeing an increase in churn rate, or finding that customers aren’t taking full advantage of your product, you might want to look into interactive help software.
Product walkthroughs increase engagement and usage by showing users exactly how to achieve a certain goal using your piece of software. When users are confused about how to produce a certain outcome, you can redirect questions away from your support team to your self-help solutions.
SaaS Product Use Cases
Here are two walkthrough software use cases that demonstrate how interactive walkthroughs reduce time spent on customer support and training.
1. PlanetHS – A cloud-based software that streamlines middle school and high school athlete registration
PlanetHS created 41 product walkthroughs that helped their users over 320,000 times and eliminated 190,000 support tickets.
2. Corrigo – A computerized maintenance management system that unifies facility management
Corrigo created goal-oriented walkthroughs to provide customers and employees with a personalized self-help solution.