User Onboarding Experience
User Onboarding Experience
The Problem
Our customer success team at Datasphere struggled with an ever-growing backlog of unanswered tickets. I decided to dig a bit to find out what the most common ticket requests were for. As it turned out, most of these tickets were from non tech-savvy clients who needed help setting up their accounts. This led to additional frustration from clients with different issues whose tickets were not being answered in a timely manner.
Our customer success team at Datasphere struggled with an ever-growing backlog of unanswered tickets. I decided to dig a bit to find out what the most common ticket requests were for. As it turned out, most of these tickets were from non tech-savvy clients who needed help setting up their accounts. This led to additional frustration from clients with different issues whose tickets were not being answered in a timely manner.
The Solution
Create an animated walkthrough for newly onboarded clients to watch so that they could understanding the product, platform, and the necessary information needed to submit. It was important to ensure that the video could be understood without any audio or captions. I collaborated with sales to develop the script and was the animator for this project.
Create an animated walkthrough for newly onboarded clients to watch so that they could understanding the product, platform, and the necessary information needed to submit. It was important to ensure that the video could be understood without any audio or captions. I collaborated with sales to develop the script and was the animator for this project.
The Outcome
The walkthrough video was attached to our welcome email for new clients to view. After one week, our backlog of unanswered tickets dropped by 90% and only 5% of new tickets were from recently onboarded clients.
