DoubleDutch App Builder Implements Real-Time Guidance to Successfully Drive Feature Adoption

User Engagement 25% Increase
Self Service Adoption Double Digit Boost

DoubleDutch offers a powerful app-building platform for event and conference organizers—but clients weren’t taking advantage of some of its most useful features, including Real-Time Polls and Surveys. DoubleDutch used WalkMe Walk-Thrus and ShoutOuts to engage users and guide them through an optimized app creation process.

Since implementing WalkMe, DoubleDutch has seen:

  • 25% increase in user engagement
  • Double-digit boost in self-service adoption
  • Reduced support burden
"With the implementation of WalkMe, our customers are able to onboard within our product independently and at a fast pace. Utilizing WalkMe’s SmartTips and Walk-Thrus, we are able to drive usage of our high-engagement features and reduce onboarding support calls and costs."
~ Domenic Grazioso
Customer Enablement Manager

Executive Summary

DoubleDutch provides mobile apps and analytics for events and conferences. Its app-building software is powerful, packed with features, and valuable in creating event experiences and planning for the future. DoubleDutch discovered, however, that many of its clients were turning away from some of its most powerful options due to confusion about their use, value, and creation.

WalkMe worked with DoubleDutch to develop custom Walk-Thrus to guide clients step by step through a frustration-free app-building process. SmartTips helped clients optimize their use of the service. After implementation, DoubleDutch experienced an immediate drop in support calls and a 25% increase in feature adoption.

"With the implementation of WalkMe, our customers are able to onboard within our product independently and at a fast pace. Utilizing WalkMe’s SmartTips and Walk-Thrus, we are able to drive usage of our high-engagement features and reduce onboarding support calls and costs."
~ Domenic Grazioso
Customer Enablement Manager

DoubleDutch offers a powerful app-building platform for event and conference organizers—but clients weren’t taking advantage of some of its most useful features, including Real-Time Polls and Surveys. DoubleDutch used WalkMe Walk-Thrus and ShoutOuts to engage users and guide them through an optimized app creation process.

Since implementing WalkMe, DoubleDutch has seen:

  • 25% increase in user engagement
  • Double-digit boost in self-service adoption
  • Reduced support burden

Executive Summary

DoubleDutch provides mobile apps and analytics for events and conferences. Its app-building software is powerful, packed with features, and valuable in creating event experiences and planning for the future. DoubleDutch discovered, however, that many of its clients were turning away from some of its most powerful options due to confusion about their use, value, and creation.

WalkMe worked with DoubleDutch to develop custom Walk-Thrus to guide clients step by step through a frustration-free app-building process. SmartTips helped clients optimize their use of the service. After implementation, DoubleDutch experienced an immediate drop in support calls and a 25% increase in feature adoption.

Executive Summary

DoubleDutch provides mobile apps and analytics for events and conferences. Its app-building software is powerful, packed with features, and valuable in creating event experiences and planning for the future. DoubleDutch discovered, however, that many of its clients were turning away from some of its most powerful options due to confusion about their use, value, and creation.

WalkMe worked with DoubleDutch to develop custom Walk-Thrus to guide clients step by step through a frustration-free app-building process. SmartTips helped clients optimize their use of the service. After implementation, DoubleDutch experienced an immediate drop in support calls and a 25% increase in feature adoption.

THE
Challenge

Encouraging users to get the most out of powerful app-building software

DoubleDutch wanted to increase adoption of its powerful  app-building capabilities, including its Real-Time Survey feature and Poll-Building features. To do so, DoubleDutch knew it had to streamline the user experience and make it effortless across its platform.  

For example, some DoubleDutch users were uncertain about how and when the Survey feature would appear in their app. This resulted in users underutilizing this important feature. As well,DoubleDutch wanted to address the difficulty some users encountered when trying to find and download DoubleDutch-generated data.

THE
Solution

Self-service assistance, layered intuitively on a pre-existing platform

DoubleDutch uses WalkMe to reduce support tickets and increase the level of customer adoption and engagement with some of its core functionalities. By implementing WalkMe Walk-Thrus, DoubleDutch guides its users in real-time and step-by-step to task completion. This enables users to efficiently and effectively use its app building feature, and easily create polls and surveys.

Within the DoubleDutch platform, WalkMe is also used to highlight where users can find the results of the polls and surveys they created. Additionally, DoubleDutch leverages WalkMe SmartTips to prevent user confusion and errors by displaying previews on the DoubleDutch application before and during the app building process.

THE
Benefits

Optimizing platform use with increased feature adoption

Using WalkMe, DoubleDutch was able to direct its users through the core functionalities of its solution without having to alter anything on their existing platform. The addition of WalkMe reduced the number of support calls received, resulting in a faster resolution of tickets and happier customers. User adoption of DoubleDutch Survey and Poll-Building features increased significantly, as well. In fact, DoubleDutch reported a 25% increase n user engagement with features powered by WalkMe.

About DoubleDutch
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