Skip to main content

MAXMODAL's Onboarding Automation Boosts Efficiency by 30% with Usetiful

 

Who We're Talking About

MAXMODAL ltd. is a neutral multimodal network that simplifies the complex world of transport and logistics. Their comprehensive platform allows users to manage everything from tariffs and supply chains to transportation requests and communication with contractors. In a fast-paced industry where efficiency is key, the team, led by project leader Dinar, recognized that their internal processes were becoming a bottleneck. Their ultimate goal was to find a solution that could match the robust functionality of their product with an equally seamless user experience.


The Goals

Right from the start, the MAXMODAL team knew exactly what they wanted to achieve with Usetiful. Their main goals were to:

  • Improve feature adoption: With so many powerful tools on their platform, they needed a way to ensure users were discovering and utilizing every feature to its full potential.

  • Enable customers with self-service support: They wanted to empower their users to find answers and learn on their own, reducing the burden on their support and success teams.


The Problem

Before implementing Usetiful, MAXMODAL faced a significant hurdle: manual user onboarding. This was a highly repetitive, labor-intensive process that required a great deal of hands-on time from the team. New users often needed personal walkthroughs to get acquainted with the platform, which was not scalable and was a major drain on resources. On top of that, they lacked a quick and agile method to promote new features or special offers to their existing user base. They needed a more modern and dynamic way to engage with their customers directly within the platform.


The Fix

MAXMODAL chose to leverage Usetiful to address these critical pain points. They implemented a two-pronged strategy focused on enhancing the user journey:

  • Automating Onboarding: By using Usetiful's guided tours and embedded video tutorials, they were able to create an automated onboarding flow. Instead of relying on human-led walkthroughs, new users were greeted with intuitive navigation guides that showed them how to use key features step-by-step. This meant less work for the team and a clearer path for new users.

  • Making Engagement Easy: Usetiful provided a simple, code-free way to create special offers and announcements. This allowed the team to launch targeted campaigns to specific user segments, leading to increased engagement and a more proactive approach to customer communication.

Figure 1. A Usetiful pop-up with an embedded video tutorial helps guide users and promote new features.


The Impact

The decision to integrate Usetiful resulted in a transformative shift for MAXMODAL. The most impressive result was a direct, measurable improvement in operational efficiency, with the company cutting the time spent on manual user onboarding by over 30%.

The positive changes didn't stop there. This streamlined approach also led to a ripple effect across the organization:

  • More Efficient Work: By automating manual tasks, the team was freed up to focus on higher-value projects like product development and strategic planning.

  • Faster Adoption: A smoother, more intuitive onboarding process helped users get to "aha!" moments more quickly, which in turn led to a faster adoption of the platform's core features.

  • Happier Customers: Customers appreciated the self-service options and the guided experience, which made them feel empowered and supported. This led to a significant boost in overall customer satisfaction.


Final Thoughts

By integrating Usetiful, MAXMODAL not only solved its immediate challenges with efficiency and customer engagement but also unlocked a new level of productivity. This demonstrates how the right tool can lead to real-world improvements that impact both the bottom line and the user experience, proving that a simple, user-friendly solution can make a world of difference. Try Usetiful free today!
Related:

Popular posts from this blog

4 Types of Customer Satisfaction Survey and Their Best Practices

  A customer satisfaction survey is a fantastic tool for gathering information from current and past users. They can help your customer success teams understand the areas where your business is doing well — and where you’re lacking. Leveraging this information allows you to improve the customer experience, retain users, and even build loyalty. Image by Freepik In this article, we'll look at the four most valuable types of customer satisfaction surveys and some of the best practices you can employ to make them work. What is customer satisfaction? Customer satisfaction measures how your products or services meet customer demand. It's a strong gauge of the overall customer experience users have with your brand. Customer satisfaction can seem like a nebulous concept. However, there are many great surveys that can help you understand how your users feel about your product or service. Benefits of customer satisfaction surveys Running a customer satisfaction survey has many benefits. ...
Read more

How to create interactive walkthroughs like Canva

Thinking about how to unleash the full potential of your about-to-launch web app? Discard using the conventional product tour and embrace the utilization of a tailor-made interactive walkthrough. Instead of showing your customers a simple how-to-use-my-product demo, create an interactive guide to help them fully grasp your product’s functionality. You are guaranteed to attract new users and make the existing ones stay. Remember that showing users your product’s unique features is not always the best onboarding strategy. Showing while doing it is. Enticing your new users to actually experience using the app during the onboarding process is the most efficient way to engage them. This is what we call product adoption . It should be your primary goal in your user onboarding process – to increase the possibility that users are driven to adopt your product and eventually increase user retention rate.  Interactive Walkthrough vs. Product Tour Walkthroughs and product tours are almost simi...
Read more

Select Element on Your Page

  To associate tour steps (pointers) with specific elements on your site, you need to hook to the selectors of elements. Selectors are used to "find" the HTML elements on your site. It is not difficult to find out the selector of a specific page element. The easiest way is to use our Chrome extension . Usetiful for Chrome extension (Recommended) 1. We recommend you to first install  the extension  - it enables you to preview product tours directly on your page without embedding the code. When on the page, it allows you to get the element selector on just one click.   2. Inside the tour editor, the " Element"  field require you to enter the selector of the HTML element on your site. Click on the  "Select element"  action on the right side of the field.  The following dialog will appear if the Usetiful browser extension is enabled. 3. Enter the address of your web page and click "Open page" 4. To select the...
Read more