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Thought automated onboarding was snake oil, proved myself wrong in 6 weeks
I run ops for a mid-size SaaS company and I've always hated the idea of those fancy onboarding tools. Seemed like a waste of money when our CS team could just send emails and do calls. Stubbornly ran things that way for about 2 years. Then we signed a new client with 50 users who needed setup by a certain date and our CS lead was out sick for a week. I caved and tried a free trial of a tool called Userpilot just to get through it. Set up a basic walkthrough sequence in about 3 hours and it handled 80% of the setup questions without anyone lifting a finger. Client was happy, our team didn't burn out, and I felt like an idiot for being so stubborn. Has anyone else had a tool they swore they'd never use turn out to be the thing that saved their week?
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daniel_gonzalez17d ago
Tried Userpilot myself after fighting with a similar onboarding mess. Set up a simple product tour for a new feature rollout and it cut our support tickets about the feature by like 40%. Didn't think I'd ever use those tools either but the data is hard to ignore once you actually see it work.
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lily_torres3117d ago
Ngl I tripped over my own product tour once. Hilarious but not scalable.
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