Blog Usetiful - Digital product adoption made simple

  In an era of instant gratification, short attention spans, and widespread impatience, woe betide any business that leaves their customer frustrated when they need information. Indeed, some modern consumers are just as likely to take to social media to complain about your product as they are to wait for a response from a customer service or live chat rep. So, how are businesses meant to respond to the problem of rising customer expectations? The best way is to listen to what customers want.  A recent Q&A with Michael Rendelman , a senior specialist at Gartner’s Customer Service & Support division, suggests this might be a generational thing. Rendelman shared that 38% of Millennials or Gen Z consumers would give up on resolving an issue if there were no self-service option.  However, as Rendleman highlights, the scariest part is what happens after. If they can’t find a self-service option, around half of Millennials and Gen Z consumers say they would not buy from the company an

  A knowledge base is a powerful way to drive customer success, improve employee efficiency and learning, and support sales enablement through content. If you’re curious about the benefits that a knowledge base portal could bring to your business, this is the article for you. What is a knowledge base? A knowledge base is a centralized information repository about a product, service, or topic. In other words, it’s an organized collection of product documentation, help articles, tutorials, FAQs, troubleshooting guides, and video demonstrations that users can access when they have issues to solve, or they want to learn more about your product. Image by wayhomestudio on Freepik What are the different types of knowledge bases? There are two main types of knowledge base: Internal and External. Internal: An internal knowledge base is built for company employees. The information these digital libraries contain includes things like: HR policies Onboarding materials Internal project documentatio

  Opening a new app can be a mixed bag. You have a problem you need to solve or a goal you want to achieve, and you think you’ve found an application to help. You may have read some reviews or seen the app in action, and for a brief moment, the possibilities stretch out before you. But what happens over the next few minutes can change your perception of the product. If the user onboarding process is good, it just flows naturally. There is minimal friction between you and your goals, and you feel confident you're engaging with the tool you need to resolve your pain point or objective. However, when your user onboarding experience is unsatisfactory, it can be disheartening. These situations can happen for any reason, including an overly complex signup process, too much information, a lack of guidance, or anything else that disrupts you getting value from the product.  So, how do you know if your onboarding isn’t making good on your product’s promise? The simplest way is to track onbo