LiveIntent Leverages Customizable Digital Adoption Platform to Decrease Training Time and Improve User Engagement

Dramatic decrease in Onboarding Time
Increased user response rates from NPS Survey
Increased User Engagement and Adoption

LiveIntent, a powerful marketing and advertising platform, turned to WalkMe to improve its overall user experience. After implementation, the company noted:

  • Dramatic decrease in onboarding time
  • Increased user response rates
  • Increased user engagement and adoption
"The benefits we continue to see from WalkMe are tremendous: user onboarding times have decreased dramatically, and user adoption of our product is done independently and effortlessly."
~ Nadia Basil
Product Marketing Manager, LiveIntent

Executive Summary

LiveIntent is a powerful, secure marketing and advertising platform. Although a success, the LiveIntent team faced a number of business challenges that all came down to user engagement and adoption: they needed an all-in-one solution that would allow them to improve onboarding time, more effectively collect customer feedback, and better communicate updates and new features.

By integrating WalkMe with their existing platform, LiveIntent is able to address all of its key challenges—without using internal development resources. In-app guidance provide intuitive onboarding and effective communication; automated surveys give LiveIntent the feedback they need. Overall, LiveIntent has leveraged the power of WalkMe to improve customer satisfaction and loyalty.

"The benefits we continue to see from WalkMe are tremendous: user onboarding times have decreased dramatically, and user adoption of our product is done independently and effortlessly."
~ Nadia Basil
Product Marketing Manager, LiveIntent

LiveIntent, a powerful marketing and advertising platform, turned to WalkMe to improve its overall user experience. After implementation, the company noted:

  • Dramatic decrease in onboarding time
  • Increased user response rates
  • Increased user engagement and adoption

Executive Summary

LiveIntent is a powerful, secure marketing and advertising platform. Although a success, the LiveIntent team faced a number of business challenges that all came down to user engagement and adoption: they needed an all-in-one solution that would allow them to improve onboarding time, more effectively collect customer feedback, and better communicate updates and new features.

By integrating WalkMe with their existing platform, LiveIntent is able to address all of its key challenges—without using internal development resources. In-app guidance provide intuitive onboarding and effective communication; automated surveys give LiveIntent the feedback they need. Overall, LiveIntent has leveraged the power of WalkMe to improve customer satisfaction and loyalty.

Executive Summary

LiveIntent is a powerful, secure marketing and advertising platform. Although a success, the LiveIntent team faced a number of business challenges that all came down to user engagement and adoption: they needed an all-in-one solution that would allow them to improve onboarding time, more effectively collect customer feedback, and better communicate updates and new features.

By integrating WalkMe with their existing platform, LiveIntent is able to address all of its key challenges—without using internal development resources. In-app guidance provide intuitive onboarding and effective communication; automated surveys give LiveIntent the feedback they need. Overall, LiveIntent has leveraged the power of WalkMe to improve customer satisfaction and loyalty.

THE
Challenge

Improving engagement and analytics, without increasing support needs

LiveIntent needed a training solution that would actively guide users through key features in the platform, in order to increase engagement and adoption — without placing an additional burden on its engineering team.

The LiveIntent team also wanted a way to easily collect feedback from its users, in order to understand user satisfaction.

The
Solution

Boosting user productivity and insight

By implementing WalkMe, LiveIntent is able to address a number of business challenges. Through the addition of Walk-Thrus, Launchers, Surveys, and other WalkMe tools, LiveIntent was able to boost user productivity by supplying users with a seamless customer experience. Customer challenges are now instantly solved with WalkMe training tools.

Improved survey response rates

Before implementing WalkMe, LiveIntent had to manually create, segment, and send Net Promoter Score (NPS) surveys to customers via email, in order to gauge customer satisfaction.

“With WalkMe, we are now able to introduce the NPS survey to real platform users as they log in to the platform,” says Julia Rieger, Vice President, Product Marketing, LiveIntent. “We are able to auto-play and control the frequency on the survey and have seen tremendous response rates, providing results we are more confident in.”  

Ease of implementation

WalkMe is easily customizable and integrates seamlessly with the look and feel of LiveIntent’s platform. LiveIntent did not need to dedicate any development resources to implement WalkMe, and anyone from LiveIntent is able to quickly make changes to WalkMe tools to better guide users through the platform.

Feature promotion and easy adoption

LiveIntent leverages WalkMe to cross-promote its rich content, draw users’ attention to important messages, highlight key onboarding tasks, and encourage user engagement with new features. By promoting relevant features and important system updates, LiveIntent is strengthening customer loyalty, reducing churn, and seeing quicker user onboarding and greater adoption.

The
Benefits

‘Vastly improved’ user experience

“The benefits we continue to see from WalkMe are tremendous,” says Nadia Basil, Product Marketing Manager of LiveIntent. “User onboarding times have decreased dramatically, and user adoption of our product is done independently and effortlessly.”

“The overall user experience is vastly improved, and product changes are communicated clearly to users. With WalkMe, we are able to provide effective, strategic onboarding.”

About LiveIntent
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