Better UX & 18% higher retention from Customer-focused onboarding tutorials

BRIEF SUMMARY

Project Startup worked with a small, established software company to create new tutorials for their website, allowing customers to onboard with the software with 90% fewer questions and improving the retention rate by 18%. 

THE PROBLEM/PROJECT

The company had previously created tutorials and installations instructions, but the software has evolved and so many features had been added that users had a hard time connecting the material in the previous tutorials, they needed to be updated. 

THE SOLUTION

Project Startup worked with the technical sales, video editors, and voice over specialists to create a new set of tutorials and installation instrutions.  These videos and new PDFs replaced the old materials on the website. 

CONCLUSION

The updated materials allowed customers to onboard with the software with 90% fewer questions to customer support.  The retention rate for first year renewals went up 18%.  Customers were happier and the technical team saved time and was able to focus on software development rather than fielding endless customer questions.