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CategoryCustomer SuccessVertical

Technology, SaaS

TopicUse Evergage to manage customer support issues or highlight application updatesID #165

Introduction

Evergage can be used to proactively manage customer support issues or to highlight application updates. And by communicating to your customers when they are most engaged with your product, you can increase customer knowledge, drive customer satisfaction and reduce support costs.

 

Example

A customer logs into your site to review his company’s latest report statistics. Since the customer last logged on, you have updated your security policy and you want to inform the user that he should review his security settings. When he clicks on the link to the security settings page, he sees another message which launches a video and explains the process for making updates. The user clicks on the video and, as a result, is able to make updates without having to contact support.


 

 

Segment

No segments are needed for this play.

 

Measure

With Evergage, you can monitor the completion rate on a specific page or of a specific action. In this case, you want to make sure that all users are completing the security update so you would create a goal of based on the action of “saving preferences” or reaching the “thank you for updating your preferences” page. Because this is an educational video, there is no specific goal tied to the video, but the overall objective is to make the transition easier for the customer and to reduce support calls.


Setup

The callout message would be configured to appear on the security settings page - associated with the specific area that needs to be updated. It would be configured to appear each time the person comes to this page until the user has completed the update.

 

 

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