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Does anybody use an In-App Tour/onboarding tool for the community?

  • 29 December 2021
  • 7 replies
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Daniele Cmty
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Hi there,
We have many users sign up to the community who don’t get active from the start.
We have a “Welcome Article” but many people don’t read it.
Also, we feel like some users don’t know how to use the community and its features at full potential.

I was thinking if it’s a good idea to implement a sort of In-App Onboarding Tour with a tool like Pendo or Userlane for our Community. The interactive tour would activate for new users and guide them around (with text boxes, arrows, and highlights) by explaining the first steps and the actions that we would like them to take (e.g. introducing themselves, using the search bar properly, upvoting other users’ ideas, submitting their first question)

Has anybody considered this?
Did you choose for or against it? 

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Best answer by Anonymous 10 January 2022, 19:51

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Daniele Cmty
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Userlevel 2
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Hi there, I submitted this during Christmas time when most of you were offline, and the post got buried. I’m just going to comment on it to bring it back up, if that’s OK.

Would love to hear if anybody has some experiences to share about this topic, or reasons for/against an in-app tour.

Best,
Daniele

A

We use Loom videos combined with our KB structured for how-to-guides around how to use the community. Love the idea of an interactive tour. There are lots of tools in market that could likely help with this such as these:

https://www.appcues.com/
https://www.intercom.com/drlp/product-tours
https://userguiding.com/
https://userflow.com/

SmartlyGreg
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@Scott Baldwin nice list I need to check them out!

We use https://www.walkme.com/ for our app, but it could do the community too!

Daniele Cmty
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Userlevel 2
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Thank you @Scott Baldwin and @SmartlyGreg  for your input! 
I am currently looking at a tool that we use for our SaaS - maybe we can extend it to the Community too.

If anybody is interested to do something similar, we could brainstorm on what would be the most important elements of the Walkthrough / User Intro.

 

Robin
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Given we've just been acquired by Gainsight, expect that a tighter integration will be created with Gainsight PX. I would definitely encourage you to check out https://www.gainsight.com/product-experience/ & I would be happy to connect you to the PX team.

Daniele Cmty
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Userlevel 2
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Thank you, @Robin!
Are you able to name an approximate timeline for when we can expect tighter integrations like that? 

Or at least, some info on what kind of integrations we can expect?

Best,
Dani

Robin
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Not yet - we still need to start those conversations.

I can imagine we will think about the embeddable and maybe combine ours + the one from Gainsight PX into a more powerful overall capability. But this is me dreaming! :sweat_smile:

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