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Echo360 Turns New User Behavior Insights into More Responsive Decision-Making and Increased Subscription Renewals.

user satisfaction

100% of users see new feature product updates

digital experiences

User engagement with WalkMe exceeds 83%

digital tools

Unprecendented access to product insights and user behavior

Implementing WalkMe’s innovative data-gathering and analytics platform means Echo360 can now see exactly how users interact with each of their pages and features. This has given Echo360 what it needs to improve the user experience, drive feature adoption, and build a loyal client base.   

For subscription-based technology providers like Echo360, feature adoption is key to retaining long-term customers. The WalkMe platform provides companies with the insights they need to design an intuitive user experience by introducing features, functionality, and guidance exactly when their customers need it.

Thanks to WalkMe, Echo360 has seen tremendous impact:

  • 83% of users engage with WalkMe every month
  • 100% of users see new feature product updates
  • Up to 92% of those engage further

WalkMe is a powerful tool for helping us improve our customer experience, something we consider crucial to our mission in serving higher education customers. The ability to understand how our users are interacting with the technology gives us important insight that allows us to solve a problem or implement a solution that we wouldn’t have had without WalkMe.

Tony Iraia

Senior Product Manager, Echo360

Executive Summary

The Echo360 product management team knew their approach to rolling out new features needed to change. Not only were many customers not taking full advantage of the latest functionality of their interactive video platform—but they would also call support and occasionally ask for features that already existed. Adding to the challenge, the team didn’t have access to user experience analytics that would allow them know how to improve the product interface and new feature communication.

After implementing WalkMe, Echo360 could present the latest release information to their customers at the most effective time and place, and provide frustration-free guidance on how to make the most of the platform’s functionality. In addition, WalkMe Insights, specifically Session Playback, helps Echo360 accurately evaluate the user experience, enabling responsive and smart decision-making. As a result, Echo360 has seen increased feature adoption —and reduced burden on customer support.

About Echo360

Echo360 believes that better outcomes start with great learning moments, wherever they occur. Developed by educators, their interactive video platform enables instructors to understand, and extend learning beyond the classroom by providing 24/7 access to not just course materials, but the discussions, meetings, and presentations where real learning happens. The data, video, and insights they generate help instructors and learning organizations extend their reach, spot challenges early, and quantify engagement. Each year, their platform reaches more than two million learners, and thousands of institutions, associations, and employers, across 30 countries worldwide.

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