LiveIntent needed a solution that would actively guide users through key features in the platform, in order to increase engagement and adoption — all without placing an additional burden on its engineering team.
It was also important for LiveIntent to be able to easily collect feedback from its users, in order to understand user satisfaction.
By implementing WalkMe, LiveIntent is able to address and solve 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 tools.
Net Promoter Score (NPS) Survey
Before implementing WalkMe, LiveIntent had to manually create, segment, and send 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 login to the platform. 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.” Julia Rieger, Vice President, Product Marketing, LiveIntent
Easy to Implement
WalkMe is easily customizable, and integrates seamlessly into LiveIntent’s platform’s look and feel. 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 in order to better guide users through the LiveIntent platform.
LiveIntent leverages WalkMe tools 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 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. 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.” Nadia Basil, Product Marketing Manager, LiveIntent