In this webinar, we sat down with Josh Adams, Director of Solutions Consulting to discuss his views on Salesforce in-app guidance.
Key takeaways from the webinar
- Challenges with In Application Guidance
- Salesforce In-App Guidance – An Overview
- Why Salesforce is ideal for In Application Guidance
- Filling in the gaps with DAS
- DAS Demo
- DAS in Action – Case Study
As we lean towards enterprise software stacks, to run our business and conduct everyday tasks, there’s a natural progression in terms of the complexity of software. Sales Automation technologies like Salesforce offer a bunch of features and a huge amount of capabilities for the sales reps. However, these tools are very complicated which causes hindrance in user adoption, resulting in underutilization of its features.
Salesforce recognized this gap between a new technology and user adoption and they released the in-app guidance solution to overcome this problem. Initially, it was developed to help with the transition from the classic interface but the use case has now evolved significantly and in-app guidance is seen as a means of user training, communication, change management, and a lot more.
The level of integrations that come with Salesforce is immense. In fact, in its digital adoption solutions report, Gartner mentioned the count of the average number of applications used by a sales rep in an enterprise is around 14. This means a Sales representative needs to toggle around 14 applications every day to perform their daily tasks. And even when they’re getting onboarded onto a new system, the complexity multiplies even more. Secondly, the onboarding time is a very crucial metric which indicates how quickly a sales representative adopts the application. Salesforce training plays a significant role in the ramp up time. The more effective the training is, the shorter is the ramp up time. Now when it comes to learning, everybody has their own way of gaining knowledge. Some people prefer videos, some prefer documentation, while some just go all in to the system. Hence it is a big challenge for the training teams to cater to all of these learning styles. And thirdly, Salesforce is very active in releasing new features and updating the existing ones. Although these new features play a huge role in making the lives of sales reps easier, communicating these changes effectively to them is a huge burden on the organization.
The most valuable asset for a salesperson is their time. Time is money for them and they would rather spend their time speaking to customers than attending the long training sessions. This causes them to skip training and when it is time for them to go back to the application, it is all new to them. This makes them spend more time figuring out how to use the application, rather than performing the task they’re supposed to and that’s really frustrating. These scenarios mean that they’re not getting the best use of the application and there’s a very tangible chance that they even risk abandoning the application. The complexity of applications makes it harder for users to find solutions to their problems which leads to a huge rise in the number of IT tickets. Resolving these tickets is usually a time-taking process which again adds to the frustration in the users, hindering the adoption of the application.
Salesforce in-app guidance
Salesforce launched its in-app guidance in 2019. It was introduced as a Salesforce feature and which did not require any other installation. The in-app guidance basically allows the creation of prompts which can be either text-based or others which allows media capabilities. So in essence, it can display messages, embed media, and provide direction to the users. Different flows can be created to help users navigate through the application and perform different tasks.
Salesforce in-app guidance works seamlessly within the Salesforce platform but it is only limited to the Salesforce platform. Initially, we talked about how there are about 14 applications that a salesperson uses every day, so in order to create a consistent guidance experience for them, you need a solution that works across all of these applications. The guidance has to be seamless and continue from where they left off and begin where they want to in the next application. To understand the application in-depth, users need guidance at every step. However, at this point in time, in-app guidance is restricted at a page level hence, you cannot interact with the individual Salesforce elements.
Coming to training and support, personalized training always leads to a better user experience. While in-app guidance does offer a few permissions and profile-based segmentation, contextualization personalization is much more than that. To elevate the user experience on an application, is important to understand user intent and actions and deliver relevant content to them.
Analyzing Salesforce In-App Guidance
Bridging the Gaps of In-App Guidance with DAS
Here is how Digital Adoption Solutions bridges the gaps in in-app guidance –
- Multiple learning avenues
- Guide across the sales technology stack
- Emphasize knowledge retention
- Personalize learning and training
- Automate and eliminate repetition
- Notify, alert and communicate
Whatfix Digital Adoption Solutions helps organizations in their migration to any CRM platform like Salesforce. Organizations often struggle with user adoption to these new platforms since most of them are complicated and have a lot of features to use. Whatfix Digital Adoption Solutions helps organizations with on-demand task-based training, learning in the flow of work, and contextual support that accelerates user adoption to ensure maximum ROI. It can be used to create contextual and interactive content based on a specific role. All these features provided by Whatfix improves ongoing learning and training process, reduces the number of support queries, brings down the total cost of an application, and increases user adoption.
So these were some of the key takeaways from the webinar. In case you missed our webinar or want a more extensive understanding of how In-App guidance is your best bet for driving user adoption and engagement, you can simply register for our on-demand webinar recording by filling up the above form.