Why a better app experience = fewer support tickets ??
No one likes waiting on hold or being put in a support queue. It's not just frustrating for customers and employees, it's also inefficient for your business (especially if the help you're looking for is ultimately something you could have surfaced yourself). But by focusing on onboarding, in-app guidance, and ongoing enablement, companies can not only improve their users' overall experiences, but also reduce the burden on their support teams—freeing them up to focus on higher value, more strategic tasks.
In this edition of ?The Product-Led Hub?, we'll take a closer look at how the right tactics and measures can improve the product experience and streamline the support process.
Three reasons big companies need best-in-class onboarding ??
There was once a time when first impressions all happened in-person. But today, they’re often formed through your customers’ perceptions of your digital experiences—in other words, from the very first moment they engage with your product, service, or offering. The same applies for internal tools, too. New employees that feel well supported and enabled from the get-go are more likely to form favorable opinions of your company, become more productive more quickly, and stick around longer.
There’s no better way to make a great first impression than by making your customers’ or employees’ first time engaging with your digital experiences a delight. And that means delivering a spectacular onboarding experience. What’s more, prioritizing onboarding isn’t just about giving your customers more reasons to love your brand. When it’s done right, companies can also reap massive business benefits: Gaining operational efficiencies, improving productivity, reducing costs, driving adoption, and accelerating growth.
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5 KPIs for internal product managers to track ??
When you hear the position “product manager,” odds are you think of someone who works on external-facing products for customers. But increasingly, companies need product managers—whether they hold the official title or not—to build and optimize internal products for their fellow employees.
An internal product manager is responsible for the development and enhancement of digital products that are used internally by a company’s employees. Internal product management is all about building solutions that improve business processes, increase efficiency, and contribute to the overall effectiveness of the organization.?
In particular, the rise of agile methodologies and low- and no-code development platforms means teams can build and iterate on internal software much easier than in the past. As a result of all of this, companies are investing more and more in custom internal tools—which require individuals and teams to build, maintain, and optimize.
How Red Hat used Pendo to avoid over 2,300 hours of rework in a single month ??
As the Red Hat team readied themselves to replace all of their legacy HR systems with Workday, they knew they needed to assemble a unified team with a cohesive strategy to lead the rollout and ensure the ongoing success of the tool. So they partnered with Pendo to establish a Digital Adoption Center of Excellence (CoE).?
Since the initial Workday implementation, the team has rolled out digital adoption content via Pendo to over 40+ internal applications across the enterprise, with the goal of helping associates be as productive as possible. And they've seen a significant increase in process compliance and have deflected over 2,300 hours of rework—thanks to strategic in-app guidance and a focus on in-app support.