Overview:
The product team was facing challenges with low end user adoption and long time to onboard. To increase adoption and reduce burden on the Support team, we launched an initiative to solve this by reworking three key areas: customer enablement, educational resources, and automated communications.

First, we developed onboarding resources to emphasize the importance of customer involvement in end user onboarding, as well as provide tips and instructions to maximize adoption across your customer base.

We also developed new resources to guide users through relevant features and unblock key steps in the verification process, including one-pagers, a chatbot, and a series of walkthrough videos.

Finally, we reworked our automated communications to provide an intuitive user experience. In order to maximize completion rates, we tweaked triggers and edited messaging based on customer feedback and user drop-off points.

This was an ongoing project, but over time, we saw a decline in support requests and a rise in email open rates, up to an average of 70%.