{"id":229109,"date":"2024-08-08T12:49:45","date_gmt":"2024-08-08T12:49:45","guid":{"rendered":"https:\/\/userpilot.com\/blog\/talana-case-study\/"},"modified":"2026-04-07T12:00:26","modified_gmt":"2026-04-07T12:00:26","slug":"talana-case-study","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/talana-case-study\/","title":{"rendered":"From Intercom to Userpilot: How Talana Enhanced Customer Onboarding"},"content":{"rendered":"<p><a href=\"https:\/\/web.talana.com\/\" target=\"_blank\" rel=\"noopener noreferrer\">Talana <\/a>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.<\/p>\n<p>The company realized their current <a href=\"https:\/\/userpilot.com\/solutions\/user-onboarding-software\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding solutions <\/a>weren\u2019t adequate, so they decided to give <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a> a go.<\/p>\n<p>We caught up with Mar\u00eda Ignacia Videla, Head of Communication and Content at Talana, to discuss how Userpilot helped them overcome their challenges.<\/p>\n<h2>Overview of talana case study<\/h2>\n<ul>\n<li><strong>Challenge<\/strong>: Talana faced difficulties providing effective onboarding and <a href=\"https:\/\/userpilot.com\/blog\/in-app-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app communication<\/a> for their product. This was due to limitations in <a href=\"https:\/\/userpilot.com\/blog\/intercom-onboarding-tool\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom&#8217;s <\/a>ability to handle dynamic attributes and its high pricing.<\/li>\n<li><strong>Solution<\/strong>: Talana implemented Userpilot, which enabled them to create onboarding experiences, engage users with in-app communication, improve <a href=\"https:\/\/userpilot.com\/blog\/self-serve-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-service<\/a> support through a <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource center<\/a>, and track key metrics using analytics.<\/li>\n<li><strong>Results<\/strong>: With Userpilot, Talana improved customer engagement, in-app messaging, and customer support. They are also highly satisfied with the responsiveness and quality of Userpilot&#8217;s <a href=\"https:\/\/userpilot.com\/blog\/customer-success-roles\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success team<\/a>.<\/li>\n<li>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 <a href=\"https:\/\/userpilot.com\/blog\/self-service-support-saas\/\">self-service support and<\/a> powerful analytics for data-driven decision-making. Want to learn more? <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Book a demo!<\/a><\/li>\n<\/ul>\n<h2 id=\"6ng9h\">Challenge: Intercom\u2019s inability to support dynamic onboarding needs<\/h2>\n<p>Talana is a <a href=\"https:\/\/userpilot.com\/blog\/plg-for-complex-products\/\" target=\"_blank\" rel=\"noopener noreferrer\">complex <\/a>product that requires extensive onboarding.<\/p>\n<p>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 <a href=\"https:\/\/userpilot.com\/blog\/self-serve-onboarding-saas\/\" target=\"_blank\" rel=\"noopener noreferrer\">self-serve solution<\/a> that would enable them to onboard new customers at scale.<\/p>\n<p>Their first choice was Intercom. However, the platform wasn\u2019t able to handle the dynamic attributes that Talana uses.<\/p>\n<blockquote><p><em>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.<br \/>\n&#8211; <\/em>Mar\u00eda Ignacia Videla, Head of Communication and Content at Talana<\/p><\/blockquote>\n<p>In a nutshell, this meant that they couldn\u2019t create <a href=\"https:\/\/userpilot.com\/blog\/onboarding-flow-best-practices\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding flows<\/a>, checklists, etc., that would work for all their customers\u2019 employees because all of them had unique URLs.<\/p>\n<p>The other issue was <a href=\"https:\/\/userpilot.com\/blog\/intercom-alternatives\/\" target=\"_blank\" rel=\"noopener noreferrer\">Intercom <\/a>pricing.<\/p>\n<p>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.<\/p>\n<h2 id=\"cdus4\">Solution: Transitioning to an intuitive onboarding solution<\/h2>\n<p>Talana found Userpilot via a Google Search and was instantly attracted by its <a href=\"https:\/\/userpilot.com\/blog\/userpilot-features\/\" target=\"_blank\" rel=\"noopener noreferrer\">features<\/a> and competitive pricing.<\/p>\n<p>Initially, the team implemented Userpilot to create onboarding experiences, like <a href=\"https:\/\/userpilot.com\/blog\/onboarding-checklist-template\/\" target=\"_blank\" rel=\"noopener noreferrer\">checklists <\/a>and <a href=\"https:\/\/userpilot.com\/blog\/intercom-product-tours-alternatives-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs<\/a>. Unlike Intercom, Userpilot was able to handle these despite the dynamic nature of URLs in Talana.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/checklist-firma-digital_acf43ce0569f97ce899142e2c2588604_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/checklist-firma-digital_acf43ce0569f97ce899142e2c2588604_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/checklist-firma-digital_acf43ce0569f97ce899142e2c2588604_800.png\" alt=\"Talana\u2019s checklist created using Userpilot\" \/><\/picture><figcaption>Talana\u2019s checklist created using <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>They also<a href=\"https:\/\/userpilot.com\/blog\/customer-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\"> communicate with their users<\/a> using Userpilot\u2019s engagement features. This includes triggering banners, modals, and tooltips.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/tooltip-rem_62fa68df3a9e30f2e3b5486bafcc9856_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/tooltip-rem_62fa68df3a9e30f2e3b5486bafcc9856_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/tooltip-rem_62fa68df3a9e30f2e3b5486bafcc9856_800.png\" \/><\/picture><figcaption>A tooltip created by Talana using <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Userpilot has also enabled Talana to improve its self-service support via its <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource center<\/a>. This gives users easy access to articles and guides.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center_d172c87e8e868192aab7ec210a1cffe7_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center_d172c87e8e868192aab7ec210a1cffe7_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center_d172c87e8e868192aab7ec210a1cffe7_800.png\" alt=\"Talana\u2019s resource center created using Userpilot\" \/><\/picture><figcaption>Talana\u2019s resource center created using <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>Finally, Talana uses<a href=\"https:\/\/userpilot.com\/blog\/introducing-userpilot-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\"> Userpilot analytics<\/a> and dashboards to track key metrics like monthly active users and NPS. And they plan to start using the <a href=\"https:\/\/userpilot.com\/blog\/multivariate-testing-vs-ab-testing\/\" target=\"_blank\" rel=\"noopener noreferrer\">A\/B testing<\/a> capabilities to make better-informed choices.<\/p>\n<h2 id=\"fpf7a\">Results: Significant increase in user engagement using Userpilot<\/h2>\n<p>Thanks to Userpilot, Talana was able to improve its customer engagement, <a href=\"https:\/\/userpilot.com\/blog\/in-app-communication\/\" target=\"_blank\" rel=\"noopener noreferrer\">in-app communication<\/a>, and customer support.<\/p>\n<blockquote><p><em>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.<br \/>\n&#8211; <\/em>Mar\u00eda Ignacia Videla, Head of Communication and Content at Talana<\/p><\/blockquote>\n<p>Regarding in-app communication, 35.6% of Talana\u2019s users engaged with its modals\/banners\/pop-up messages, and 31% engaged with its tooltips.<\/p>\n<p>Adding its<a href=\"https:\/\/userpilot.com\/blog\/help-center-examples\/\" target=\"_blank\" rel=\"noopener noreferrer\"> help center <\/a>to the <a href=\"https:\/\/userpilot.com\/blog\/in-app-resource-center\/\" target=\"_blank\" rel=\"noopener noreferrer\">resource center<\/a> has also increased its visibility and engagement. It\u2019s hard to miss now, so users who didn\u2019t even know it existed use it actively to access assistance.<\/p>\n<p>Finally, Talana is really satisfied with the responsiveness and quality of Userpilot\u2019s <a href=\"https:\/\/userpilot.com\/blog\/customer-success-roles\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer success team<\/a>:<\/p>\n<blockquote><p><em>We are really happy customers of Userpilot. Really, it&#8217;s been a great experience because we always have help from Isabela or Cornelia and you also answer really fast in the chat.<br \/>\n&#8211; <\/em>Mar\u00eda Ignacia Videla, Head of Communication and Content at Talana<\/p><\/blockquote>\n<h2 id=\"ce9u\">How to use Userpilot to streamline your onboarding process?<\/h2>\n<p>If you\u2019re facing similar challenges to Talana and want to optimize your <a href=\"https:\/\/userpilot.com\/blog\/saas-onboarding-process-guide\/\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding process<\/a>, here\u2019s how Userpilot can help.<\/p>\n<p>Userpilot is a <a href=\"https:\/\/userpilot.com\/blog\/no-code-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">no-code platform<\/a>. 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.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/modal-talana_267196ed366fa559d255802621b56d36_800.png 1x, https:\/\/images.storychief.com\/account_6827\/modal-talana_267196ed366fa559d255802621b56d36_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/modal-talana_267196ed366fa559d255802621b56d36_800.png 1x, https:\/\/images.storychief.com\/account_6827\/modal-talana_267196ed366fa559d255802621b56d36_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/modal-talana_267196ed366fa559d255802621b56d36_800.png\" alt=\"Userpilot\u2019s WYSIWYG editor makes creating in-app messages a breeze\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot\u2019s <\/a>WYSIWYG editor makes creating in-app messages a breeze.<\/figcaption><\/figure>\n<p>Userpilot supports tooltips, <a href=\"https:\/\/userpilot.com\/blog\/modal-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">modals<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/website-notification-banner\/\" target=\"_blank\" rel=\"noopener noreferrer\">banners<\/a>, slideouts, hotspots, and driven actions to cover all your onboarding and in-app communication needs.<\/p>\n<p>You can trigger them individually or combine them into <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\" target=\"_blank\" rel=\"noopener noreferrer\">interactive walkthroughs<\/a>. You can also create onboarding checklists to drive user activation.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-checklist-talana_ec8ab795869900ce9cbbe5df9d71b217_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-talana_ec8ab795869900ce9cbbe5df9d71b217_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-checklist-talana_ec8ab795869900ce9cbbe5df9d71b217_800.png 1x, https:\/\/images.storychief.com\/account_6827\/onboarding-checklist-talana_ec8ab795869900ce9cbbe5df9d71b217_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-checklist-talana_ec8ab795869900ce9cbbe5df9d71b217_800.png\" alt=\"Onboarding checklist\" \/><\/picture><figcaption>Onboarding checklist created in <a href=\"https:\/\/userpilot.com\/userpilot-demo\/\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot<\/a>.<\/figcaption><\/figure>\n<p>And let\u2019s not forget about the resource center, a feature that enables you to provide self-service support to your users.<\/p>\n<p>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.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-talana_4ea3b6b0aa457b24005664a720b87b81_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-talana_4ea3b6b0aa457b24005664a720b87b81_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-talana_4ea3b6b0aa457b24005664a720b87b81_800.png 1x, https:\/\/images.storychief.com\/account_6827\/resource-center-talana_4ea3b6b0aa457b24005664a720b87b81_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/resource-center-talana_4ea3b6b0aa457b24005664a720b87b81_800.png\" alt=\"Talana: Userpilot\u2019s resource center enables users to access help 24\/7.\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot\u2019s <\/a>resource center enables users to access help 24\/7.<\/figcaption><\/figure>\n<p>Userpilot also offers <a href=\"https:\/\/userpilot.com\/blog\/introducing-userpilot-analytics\/\" target=\"_blank\" rel=\"noopener noreferrer\">powerful analytics <\/a>so that you can make <a href=\"https:\/\/userpilot.com\/blog\/data-driven-insights\/\" target=\"_blank\" rel=\"noopener noreferrer\">data-driven<\/a> decisions when designing and optimizing your onboarding flow.<\/p>\n<p>This includes:<\/p>\n<ul>\n<li><a href=\"https:\/\/userpilot.com\/blog\/product-user-segmentation\/\" target=\"_blank\" rel=\"noopener noreferrer\">User segmentation<\/a>.<\/li>\n<li>Code-free (custom) event tracking and feature tagging.<\/li>\n<li>Industry-standard reports: Trends, <a href=\"https:\/\/userpilot.com\/blog\/conversion-funnel-analysis\/\" target=\"_blank\" rel=\"noopener noreferrer\">Funnels<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/userpilot-paths\/\" target=\"_blank\" rel=\"noopener noreferrer\">Paths<\/a>, and Retention.<\/li>\n<li><a href=\"https:\/\/userpilot.com\/blog\/userpilot-custom-analytics-dashboards\/\" target=\"_blank\" rel=\"noopener noreferrer\">Custom analytics dashboards<\/a>.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-dashboard-talana_186953dc1d24c4c1f83ccb7cb0c46961.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-dashboard-talana_186953dc1d24c4c1f83ccb7cb0c46961.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/04\/onboarding-dashboard-talana_186953dc1d24c4c1f83ccb7cb0c46961.gif\" alt=\"Talana: Userpilot\u2019s custom analytics dashboard\" \/><\/picture><figcaption><a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">Userpilot\u2019s <\/a>custom analytics dashboard.<\/figcaption><\/figure>\n<p>Userpilot also enables its customers to <a href=\"https:\/\/userpilot.com\/blog\/collect-customer-feedback\/\" target=\"_blank\" rel=\"noopener noreferrer\">collect customer feedback<\/a> through pre-designed surveys that can easily be customized and localized.<\/p>\n<h2 id=\"a8m3j\">Conclusion<\/h2>\n<p>Intercom is a robust tool but it wasn\u2019t a good match for Talana. And its pricing wasn\u2019t very competitive.<\/p>\n<p>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.<\/p>\n<p>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.<\/p>\n<p>If you\u2019re facing similar challenges as Talana and would like to learn more about Userpilot\u2019s capabilities, <a href=\"https:\/\/userpilot.com\/userpilot-demo\" target=\"_blank\" rel=\"noopener noreferrer\">book the demo!<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>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\u2019t adequate so they decided to give Userpilot a go. We\u2019ve caught up with Mar\u00eda Ignacia Videla, Head of Communication and Content at Talana to discuss how Userpilot helped her overcome challenges.<\/p>\n","protected":false},"author":56,"featured_media":229111,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[107],"tags":[306,307,468,162,600,1674,50],"class_list":["post-229109","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-case-studies","tag-customer-onboarding","tag-in-app-communication","tag-in-app-messaging","tag-intercom-alternatives","tag-intercom-vs-userpilot","tag-onboarding-solutions","tag-user-onboarding"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>From Intercom to Userpilot: How Talana Enhanced Customer Onboarding<\/title>\n<meta name=\"description\" content=\"Read to find out why Talana decided to switch from Intercom to Userpilot as their onboarding solution. And how they used it to improve CX.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/userpilot.com\/blog\/talana-case-study\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"From Intercom to Userpilot: How Talana Enhanced Customer Onboarding\" \/>\n<meta property=\"og:description\" content=\"Read to find out why Talana decided to switch from Intercom to Userpilot as their onboarding solution. 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