Epos Now Uses WalkMe Insights to Improve User Engagement, Convert More Free-Trial Users into Long-Term Customers

Customer Handle Time 50% Reduction
Decreased Support Costs
Higher user engagement due to WalkMe Analytics

Epos Now’s innovative software attracted many free-trial users—but the company wasn’t seeing the conversion rate to long-term customers it wanted. WalkMe enabled Epos Now to better understand how users were interacting with their platform, and what Epos Now could do to improve their experience.

After implementing WalkMe, Epos Now realized:

  • 50% reduction in customer handle time
  • Decreased support costs
  • Higher user engagement
“WalkMe is making my job so much easier, and customers love it. I'd say WalkMe has shortened the time I spend with each customer by about 50%, simply because they need no additional training, enabling me to assist the next customer.”
~ Remy Winters
Implementation Manager, Epos Now

Executive Summary

Epos Now is a tech innovator, and a leading provider of cloud point-of-sale solutions. While the company was attracting a large number of signups for their free trial offer, Epos Now wasn’t satisfied with the number of free-trial users that turned into long-term customers. To improve their conversion rate, the company needed to understand how users were interacting with their platform, and how the user experience could be improved.

WalkMe Insights showed Epos Now that users were not interacting with the software as expected. Epos Now used custom Smart Walk-Thrus and ShoutOuts to guide users through various processes, helping them see the power of the platform and exactly how they could use it to their benefit. Epos Now are now able to provide exactly the software solutions their customers are looking for, and offer self-service, intuitive help along the way. As a result, Epos Now reports a better conversion rate, a decrease in support requests, and higher user engagement.

“WalkMe is making my job so much easier, and customers love it. I'd say WalkMe has shortened the time I spend with each customer by about 50%, simply because they need no additional training, enabling me to assist the next customer.”
~ Remy Winters
Implementation Manager, Epos Now

Epos Now’s innovative software attracted many free-trial users—but the company wasn’t seeing the conversion rate to long-term customers it wanted. WalkMe enabled Epos Now to better understand how users were interacting with their platform, and what Epos Now could do to improve their experience.

After implementing WalkMe, Epos Now realized:

  • 50% reduction in customer handle time
  • Decreased support costs
  • Higher user engagement

Executive Summary

Epos Now is a tech innovator, and a leading provider of cloud point-of-sale solutions. While the company was attracting a large number of signups for their free trial offer, Epos Now wasn’t satisfied with the number of free-trial users that turned into long-term customers. To improve their conversion rate, the company needed to understand how users were interacting with their platform, and how the user experience could be improved.

WalkMe Insights showed Epos Now that users were not interacting with the software as expected. Epos Now used custom Smart Walk-Thrus and ShoutOuts to guide users through various processes, helping them see the power of the platform and exactly how they could use it to their benefit. Epos Now are now able to provide exactly the software solutions their customers are looking for, and offer self-service, intuitive help along the way. As a result, Epos Now reports a better conversion rate, a decrease in support requests, and higher user engagement.

Executive Summary

Epos Now is a tech innovator, and a leading provider of cloud point-of-sale solutions. While the company was attracting a large number of signups for their free trial offer, Epos Now wasn’t satisfied with the number of free-trial users that turned into long-term customers. To improve their conversion rate, the company needed to understand how users were interacting with their platform, and how the user experience could be improved.

WalkMe Insights showed Epos Now that users were not interacting with the software as expected. Epos Now used custom Smart Walk-Thrus and ShoutOuts to guide users through various processes, helping them see the power of the platform and exactly how they could use it to their benefit. Epos Now are now able to provide exactly the software solutions their customers are looking for, and offer self-service, intuitive help along the way. As a result, Epos Now reports a better conversion rate, a decrease in support requests, and higher user engagement.

THE
Challenge

Convert free trial users into customers

Epos Now initially approached WalkMe to help find a solution that would help increase the conversion rate of “free trial” prospects to customers. Communication with trial users is difficult, and Epos Now needed a way to understand user behavior with the platform, and then use that knowledge to improvement engagement.
Determining when and where users are struggling is crucial to increasing conversions; the more time free trial users invest in understanding and using the platform, the more likely they are to purchase. Epos Now wanted to see what users were searching for, in order to provide them with the best resources and information.

The
Solution

Full customer engagement solution

WalkMe provided Epos Now with a user engagement solution as well as a complete knowledgebase. After going live with WalkMe, Epos Now could see that free trial users were not engaging with their software in the ways they had anticipated.
Epos Now then decided to focus their efforts on gathering data, using WalkMe Insights, on how users were actually behaving. This data allowed Epos Now to see how many free trial users were re-entering the system after initially signing up for the free trial.
WalkMe’s flexibility and intuitive nature made it easy for Epos Now to tailor Spotlights, Smart Walk-Thrus, and ShoutOuts to specific user types, and to help users navigate around their site and learn important functions. The WalkMe tools were customized and seamlessly blended with Epos Now’s system, further improving user experience.
Epos Now also created a valuable user experience on mobile. They duplicated the WalkMe solution for tablet and smartphone users, and adapted the approach to be more mobile-friendly, ensuring their users receive the best experience of the interactive help guides.

The
Benefits

“We can now build our software around what customers want, rather than what we think they want,” says Sarah Roberts, Business Analyst, Epos Now. “WalkMe gives us evidence-based data that we can use to see what they are searching for, what their training needs are, and where our system doesn’t work in the way they feel it should. WalkMe has identified gaps in the knowledge we have about our customers, and offers us ways on how we can get that knowledge.”

With WalkMe, Epos Now is able to instantly reduce user effort levels by making training guides and helpful hints and links more readily available; this way user pain is treated before it occurs. Epos Now expects to see a decrease in the number of support cases raised, as users will be employing WalkMe instead.

“We are excited about creating our knowledgebase and providing resources so users can be more self-serving. Another benefit of WalkMe is that it did not require any internal software development, which freed up resources to be allocated elsewhere,” says Kyle Risi, Business Training Specialist, Epos Now.

Epos Now also predicts it will see an increase in free-to-paid conversions. Users clearly understand the value of the Epos Now platform, because WalkMe guides them to important features and tools.

About Epos Now
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