From Intercom to Userpilot: How Talana Enhanced Customer Onboarding
Talana is a company offering human resources solutions. It offers 8 products that help companies recruit staff, manage payroll and benefits, improve communications, and build workplace communities.
The company realized their current onboarding solutions weren’t adequate, so they decided to give Userpilot a go.
We caught up with María Ignacia Videla, Head of Communication and Content at Talana, to discuss how Userpilot helped them overcome their challenges.
Overview of talana case study
- Challenge: Talana faced difficulties providing effective onboarding and in-app communication for their product. This was due to limitations in Intercom’s ability to handle dynamic attributes and its high pricing.
- Solution: Talana implemented Userpilot, which enabled them to create onboarding experiences, engage users with in-app communication, improve self-service support through a resource center, and track key metrics using analytics.
- Results: With Userpilot, Talana improved customer engagement, in-app messaging, and customer support. They are also highly satisfied with the responsiveness and quality of Userpilot’s customer success team.
- Userpilot is a no-code platform that allows you to create onboarding experiences and communicate with users via in-app messages. It offers a resource center for self-service support and powerful analytics for data-driven decision-making. Want to learn more? Book a demo!
Challenge: Intercom’s inability to support dynamic onboarding needs
Talana is a complex product that requires extensive onboarding.
Originally, they were able to provide the necessary training themselves. However, as their customer base grew, this stopped being a feasible option. So they looked for a self-serve solution that would enable them to onboard new customers at scale.
Their first choice was Intercom. However, the platform wasn’t able to handle the dynamic attributes that Talana uses.
In Talana, we have a lot of pages, URLs, and they all change depending on the customer and the company. And this was something that Intercom was not able to offer.
– María Ignacia Videla, Head of Communication and Content at Talana
In a nutshell, this meant that they couldn’t create onboarding flows, checklists, etc., that would work for all their customers’ employees because all of them had unique URLs.
The other issue was Intercom pricing.
The product is expensive. And to make matters worse, its cost is hard to predict because it depends on the number of content viewers, which can change dramatically with a rapidly growing user base.
Solution: Transitioning to an intuitive onboarding solution
Talana found Userpilot via a Google Search and was instantly attracted by its features and competitive pricing.
Initially, the team implemented Userpilot to create onboarding experiences, like checklists and interactive walkthroughs. Unlike Intercom, Userpilot was able to handle these despite the dynamic nature of URLs in Talana.
They also communicate with their users using Userpilot’s engagement features. This includes triggering banners, modals, and tooltips.
Userpilot has also enabled Talana to improve its self-service support via its resource center. This gives users easy access to articles and guides.
Finally, Talana uses Userpilot analytics and dashboards to track key metrics like monthly active users and NPS. And they plan to start using the A/B testing capabilities to make better-informed choices.
Results: Significant increase in user engagement using Userpilot
Thanks to Userpilot, Talana was able to improve its customer engagement, in-app communication, and customer support.
We were able to do some great things in Intercom, but not as great as Userpilot in terms of the onboarding process. Regarding the in-app communications, I would say the impact is incredible.
– María Ignacia Videla, Head of Communication and Content at Talana
Regarding in-app communication, 35.6% of Talana’s users engaged with its modals/banners/pop-up messages, and 31% engaged with its tooltips.
Adding its help center to the resource center has also increased its visibility and engagement. It’s hard to miss now, so users who didn’t even know it existed use it actively to access assistance.
Finally, Talana is really satisfied with the responsiveness and quality of Userpilot’s customer success team:
We are really happy customers of Userpilot. Really, it’s been a great experience because we always have help from Isabela or Cornelia and you also answer really fast in the chat.
– María Ignacia Videla, Head of Communication and Content at Talana
How to use Userpilot to streamline your onboarding process?
If you’re facing similar challenges to Talana and want to optimize your onboarding process, here’s how Userpilot can help.
Userpilot is a no-code platform. It offers a visual editor and a template library, so creating flows and spotlights is easy. And the AI-writing assistant is there to help you refine your microcopy for maximum impact.
Userpilot supports tooltips, modals, banners, slideouts, hotspots, and driven actions to cover all your onboarding and in-app communication needs.
You can trigger them individually or combine them into interactive walkthroughs. You can also create onboarding checklists to drive user activation.
And let’s not forget about the resource center, a feature that enables you to provide self-service support to your users.
This is priceless because most users can and want to solve simple problems without talking to your support agents. Such support is more scalable and gives your support team the space to focus on the more complex challenges.
Userpilot also offers powerful analytics so that you can make data-driven decisions when designing and optimizing your onboarding flow.
This includes:
- User segmentation.
- Code-free (custom) event tracking and feature tagging.
- Industry-standard reports: Trends, Funnels, Paths, and Retention.
- Heatmaps.
- Custom analytics dashboards.
Userpilot also enables its customers to collect customer feedback through pre-designed surveys that can easily be customized and localized.
Conclusion
Intercom is a robust tool but it wasn’t a good match for Talana. And its pricing wasn’t very competitive.
Userpilot turned out to be a better solution. The team was able to use it to create engaging onboarding experiences for its growing customer base despite technical challenges like dynamic attributes.
They also leveraged the resource center functionality to boost the visibility of their self-serve support resources and use analytics to track product and onboarding performance.
If you’re facing similar challenges as Talana and would like to learn more about Userpilot’s capabilities, book the demo!
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