Skip to main content

How Usetiful helps Clerbo with the initial customer onboarding


About YSoft Clerbo


The employee experience begins the moment the candidate accepts your job offer. YSoft Clerbo initiates new hires into the company and the company’s culture. With intuitive software, employees can be pre-boarded, onboarded and trained. Employees are now productive on their very first day. YSoft Clerbo is the future of work culture.

Challenge: Provide interactive onboarding to new customers


Clerbo team was looking for a user onboarding tool for their customers, with focus on interactive product tours in customer’s native language. Their customer support team wanted to reduce the number of questions received especially from new customers about “How to start using Clerbo”. With an increasing number of customers, it became ineffective to do long training for everyone. 

Tomas Nespechal, Product manager at YSoft Clerbo described: “We recently finished the online documentation where existing customers may find answers to most of their questions. Our current customers were trained manually so they know what they should be looking for. New customers, however, have a very general knowledge about Clerbo and they expect to be trained either online or in person. Our product helps clients to digitally onboard their new hires so was natural to start thinking about how to provide the same digital onboarding experience to our new customers.”

Clerbo needed to create the onboarding quickly and for an affordable price, therefore instead of developing a custom solution, they started looking for available products. “We checked various products available on the market. There were multiple alternatives, but they either lacked the necessary features, simplicity or were just too expensive. Fortunately one of my colleagues knew Usetiful from his previous experience, so we were able to start using the product quickly without any risk,” explains Mr. Nespechal about why they chose Usetiful.

The team created their user onboarding very quickly and started showing product tours to real customers in the few days. “To validate the concept, we have decided to start a pilot with our trial users that need an initial guidance after their first login. Creating product tours itself was very easy since we had the content prepared in our documentation and the Usetiful editor is very straightforward.” 

Product manager also described that the initial user onboarding consists of 5 product tours that cover major use cases: “New customers with administrator’s permissions can interactively discover the product navigation, learn how to invite their colleagues or create the employee onboarding.” 





Results:

How Clerbo measures success of the initial customer onboarding? Mr. Nespechal answers: “The first obvious result is the reduced number of questions we’ve received from new customers after the product tours were launched. We still calculate the exact numbers, but I anticipate that it dropped at least by 50%. Another benefit is the time we saved on online training that is counted in tens of hours. Good indication comes from the positive feedback from our customers,  mentioning specifically the pleasant onboarding experience.”

According to their next goals with Usetiful he reveals: “We plan to use Usetiful for all customers in various use cases, based on their typical tasks and needs. Since Clerbo speaks in many languages, we plan to provide localized product tours as well. I see also big potential in communicating new features efficiently to all our customers through Usetiful notifications.”

Popular posts from this blog

User onboarding best practices

" You will never get a second chance to make a first impression. " When people see your product or your new feature for the first time, the success depends on the first impression. 

Top 3 alternatives to WalkMe

WalkMe is one of the pioneers of digital adoption. Founded in 2011, it was recognized as the leading DAP product in Everest Group's PEAK Matrix Assessment of DAP vendors. It’s a publicly traded company, with headquarters in Israel. 

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 ele