4 advantages of an in-app support strategy

The support of software users is more complex – and more critical – than ever before. If products become more adaptable and AI accelerates the pace of innovation, it inevitably increases the chances that users achieve friction points that lead to confusion, frustration and flood of support inquiries.

An overwhelming volume of support cards and calls is not just a pain point for support teams (and it could be a sign of a larger one Software experience problem). For customer -oriented teams, this means constantly reacting to problems instead of concentrating on strategic initiatives. And for users, small friction points can also lead to standstill assumption Or even abbreviation.

From Provision of support directly in softwareHowever, companies can lead users in real time, reduce the number of repeated requirements and create more smooth general user experience.

What is in-app support?

In-app support refers to real-time aid that is delivered directly within a software application so that users can access instructions, resources or support without leaving the product experience.

Here are some different types of in-app support:

• • Tooltips: These are short, information messages that are triggered by a user action and are usually anchored to a certain element of the product. They are an effective way to answer frequently asked questions or specify additional context, e.g. B. Details for filling out a specific form.

• • Walkthroughs: This multi -level In-app messages are designed in such a way that software users are guided by a complete workflow or a complete task, e.g. B. how to set up your profile after the first registration.

• • On-demand resources: In this case, resources in the product live in which users can access them at any time. Pendo customers use the Resource centerFor example for house materials, release notes, tutorial videos and more direct in your software.

In-app support is not only scalable and more efficient than conventional support methods (ie reactive, 1: 1 support), but also enables the teams to track data-controlled approach to optimization. In-app support tools are often equipped with analyzes that show which content is used, where users get stuck and what gaps are available in their support experience. For the tip: With Pendo, teams can deliver specifically In-app supportPresent Measure the effectAnd implement improvements in a single platform.

After we have covered the basics, let us dig into four business results that you can drive with an in-app support strategy.

1. Reduce the support costs

One of the most immediate advantages of in-app support is the reduction in costs. By embetting self-service options as context Tooltipsguided walkthroughs and context-specific knowledge base item users (whether customers or employees) solve joint problems without contacting their support or IT team.

This distracts repeated inquiries with low loads, which often reduce support teams and increase the costs. Over time, fewer tickets can mean slimmer support processes, more efficient personnel and lower costs per resolution – whereby the quality of your software experience maintains (and even improved).

🌎 Example of real world: Average Used pendo session replay to reduce the back and forth for ticket communication with end users, most of which are busy operating restaurants. Armed with the decisive context of this visual data, the company Reduce its average support ticket by 60%.

2. Takeover of the product introduction

The in-app support meets users at the moment of the need, if timely guidance This helps you to understand and take over the product faster.

Instead of relying on external documentation or reactive help of your team, users can learn from support – with support, which is displayed exactly when it is relevant. Regardless of whether new users help to do a key task through onboarding or existing users, the in-app support deletes the path to value. The result: Users get deeper with the product and see the full potential.

🌎 Example of real world: Elsevier Use the Pendo Resource Center to create a custom in-app support solution (called In-Product-Hilfe) that gave users control over their support content, including self-service onboarding experience. As a result, they saw a 67% time for the first use in important functions and a Two-point increase in the NPS.

3 .. Increase the retention

Storage is closely linked to the fast and constant customer in your software. When users encounter friction, it is more likely to dissolve – or give up the product completely.

In-app support reduces this risk by offering just-in-time support that users use. By proactive solving problems and increasing user trust, it creates a smoother, more rewarding software experience. Over time, this guide always helps to build trust, increase customer satisfaction and contribute directly to long -term storage.

4. Improvement of employee productivity

In-app support not only benefits its external users, but also enables its internal employees.

With in-app support, IT teams Can reduce real-time instructions and training directly in business applications, minimize downtimes and reduce repeating help desk tickets. Regardless of whether it is new software or to promote better use for existing tools, employees can quickly no longer deal with their work and concentrate on their work and increase productivity in the entire organization.

🌎 Example of real world: FergusonThe sales employees did not spend enough time with customers because they were stuck with software training and difficult to navigate tools. The company used the knowledge of use in Pendo Analytics to know Reduce support and training costs And Improvement of sales productivity.

–

With Pendo you can proactively prevent support tickets by using product analyzes to identify the friction of users and no-code-in-app messages in order to receive prompt support. Learn How to distract support tickets on a scale with pendo or Get a demo to see it in action.