Curious to learn how Impala used Userpilot to scale its onboarding process and improve user activation rates by 100%? Read on!

We met with Sierra Szkrybalo, the Partnerships and Customer Success Associate at Impala, to discuss their success story in detail and hopefully give you some inspiration from it.

But firstly, let’s learn more about Impala:

Impala is a pioneering software platform dedicated to democratizing social impact data. Our mission is to revolutionize how social impact is understood, measured, and achieved by providing accessible, actionable insights to nonprofits, grantmakers, and networks through a unified platform.

In this case study, we’ll go over the challenges Impala faced, the solutions they implemented, and the results they achieved.

Let’s dive right in!

Quick summary of Impala’s success story

• Challenge: Impala’s customer success team aimed to guide users effectively with their custom onboarding process, without overburdening their development team. This prompted them to look for a no-code onboarding tool.
• Solution: Impala implemented Userpilot to create code-free personalized onboarding flows supplemented by a resource center. They also leveraged Userpilot’s analytics features to analyze the effectiveness of onboarding flows.
• Results: With the interactive walkthrough created using Userpilot, Impala increased the user activation rate by 100%. The customer success team also had greater control over onboarding processes and lesser dependency on the development team.
• If you’re looking to create consistent customer onboarding experiences at scale, Userpilot is the tool for the job. Book a demo to find out how you can use it to drive product growth.

Challenge: High dependency on the development team

After initially custom-building onboarding experiences for their platform, the team at Impala realized that wasn’t an efficient solution.

Impala’s customer success team wanted to provide greater user support and guidance as part of their custom-built onboarding experience, but in a way that wouldn’t unnecessarily drain their busy development team’s capacity.

This prompted them to find a third-party solution that was more flexible and gave the customer success team more control and ease of access when creating onboarding experiences.

Solution: Invest in a no-code product adoption platform

After much research on the onboarding tools available in the market, Impala decided to invest in Userpilot.

There were several reasons they chose Userpilot over other alternatives. Sierra explains:

We went with Userpilot because I really liked the builder functionality on the platform. It was really easy to use and easy to pick up. I also really liked the resource center, definitely a big push for us over some of the other tools. And then the price point we found was very usable and flexible.
– Sierra Szkrybalo, Partnerships and Customer Success Associate at Impala

Here’s how they leveraged Userpilot to drive product growth:

1. Create personalized onboarding flows for different user segments

The first onboarding flow Impala created with Userpilot was for their newly released feature called “Impala for Fundraisers,” which, as the name suggests, is specifically targeted at individuals or organizations looking for funding.

The interactive walkthrough guides users through the feature and introduces its different sections. The first UI pattern of the walkthrough is a modal that gives fundraisers an overview of what to expect ahead – finding foundations that would be interested in sponsoring them.

Next, Impala implemented a tooltip to give users granular information regarding a specific part of the interface, which in this case is a prospect that can be a potential donor.

Then, there is a secondary tooltip, building upon the information given earlier and explaining what a match score is.

After explaining the specifics, the walkthrough prompts users to take action and create a list of suitable prospects for outreach.

Impala also built additional flows for other user segments, such as grantmakers.

2. Analyze user behavior to identify gaps in the product experience

To evaluate the effectiveness of the 3-step wizard for new users, Impala utilized Userpilot’s analytics features. Once a week, during their check-in CS meetings, they analyze key metrics using Userpilot’s custom dashboards and reports.

For example, Impala tagged the buttons of their 3-step guide and tracked how many users completed it till the end using funnel analysis. From this, they were able to identify users that have fallen out of the track (they started that sequence but didn’t complete it). They then made efforts to get those users back into the pipeline.

They also used the path analysis feature to monitor the different steps/paths users take. This helped them see whether new users were following the intended user journey or, if not, where they were dropping off and what they did next.

3. Assist customers in-app with a resource center

To provide proactive support to users, Impala created an on-demand resource center that is packed with different content types. They seamlessly integrated their HubSpot help center with Userpilot’s resource center, making it easier for users to access helpful resources.

Here’s what Sierra had to say about the resource center:

The resource center was something we had custom built with our development team on our platform, but it was not very flexible or easy to manage. We are definitely glad to have it replaced with the Userpilot’s resource center.
– Sierra Szkrybalo, Partnerships and Customer Success Associate at Impala

Results: 100% increase in user activation

Userpilot gave the customer success team at Impala a great level of ownership and flexibility in building onboarding experiences.

Instead of going back and forth with the development team and waiting for the modifications to take place, they were able to create several highly personalized in-app experiences in no time using Userpilot’s no-code editor.

Userpilot not only helped them save time and improve collaboration within the team but also drove activation rates.

Impala compared users who completed their walkthrough for fundraisers versus those who didn’t. It turned out that 46% of users who completed the suggested flow also performed their activation event of adding a funder to the prospect list, while only 23% of users who weren’t shown the guide performed this conversion event.

This means that the interactive walkthrough created using Userpilot resulted in a 100% increase in user activation for Impala.

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Streamline your onboarding flows with Userpilot

If Impala’s success inspires you and you want to scale your onboarding efforts, Userpilot has all the right features for you.

Here are some ways Userpilot can help you:

• Create interactive walkthroughs with a no-code-builder: Build interactive guides using a wide range of UI patterns such as modals, tooltips, slideouts, hotspots, banners, and checklists. Each of them can be easily customized using Userpilot’s WYSIWYG editor.

• Run experiments to optimize your onboarding experiences: Implement A/B tests and multivariate tests to understand which version of your onboarding flow drives better conversions among users.

• Identify friction points in your onboarding funnel: Userpilot’s robust funnel analysis feature allows you to track the steps users take inside your app and identify drop-offs. These can then be removed to enhance the user experience.

• Collect feedback to understand user needs: Trigger contextual in-app surveys to measure user sentiment across the customer journey and improve your onboarding flow based on user insights.

• Create a resource center to provide proactive help: You can embed different types of content in your resource center, such as video tutorials, feedback widgets, and much more. You can also localize the content using Userpilot’s AI-powered translations.

Streamline Your Onboarding Flows with Userpilot

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• 14 Day Trial
• No Credit Card Required

Conclusion

By implementing Userpilot, Impala was able to automate its customer onboarding process, which, in turn, helped them improve team collaboration and user activation.

Book a free demo call today to see how the Userpilot can help you improve your activation metrics too!