Appcues

Help Your Customers Adopt Your Platform Quicker!

Commentaires : Appcues has been great for efficiently communicating to current customers about new features, updates or issues with our platform being down. We've enjoyed using it so far, but need to take better advantage of all the ways it can be implemented by different departments. We have found that our users' interaction with Appcues has been fairly lower than we'd like, but look to improve the adoption.

Avantages :

Appcues easily allows us to add in-app messaging to our customers for onboarding, new feature announcements, outage reporting and surveys/feedback. Their interface lays over our app, so we can add various flows and cues without having to bug (pun intended) our engineering team. There's some great reporting features and a good amount of customization through their API and their new integration with Salesforce.

Inconvénients :

The tool can be a bit buggy at times. If I'm working on a flow, sometimes it won't save my work or may get stuck, so I'll have to refresh the flow builder and pickup where I left off. Also, I can understand how it's challenging to build a UI to do what they do, but I do think there could be some improvements without their builder that would make it a bit more intuitive. I was also very surprised that Appcues didn't use their own product for walking a new user through using their flow builder.

So glad I convinced the boss to pay for this

Commentaires : We're using it to provide a far better onboarding experience for new users. It's been great so far and we're excited as we're two months in and haven't really scratched the surface of what's possible with Appcues.

Avantages :

It's incredibly easy to use, the interface is nice and simple - they've prioritised this over just making it look impressive. It doesn't take much time to build impressive and effective experiences for customers. Best of all it allows me to provide the right assistance to my customers at the right time.

Inconvénients :

The installation is difficult/impossible without the intervention of a developer. It seems to be a very 'American' business in that there's an assumption that creating experiences in English is enough for most people, support for multilingual flows/checklists/NPS is an enterprise feature - which I find bizarre.

Alternatives envisagées précédemment : Userpilot

Pourquoi passer à Appcues : More professional feel across the website and product. Tool appeared to be more 'robust'. The investment into relevant content also put my mind at ease that Appcues were genuinely trying to help businesses create better experiences for their users.

Appcues for user onboarding

Commentaires : Overall we are pretty happy with our experience using Appcues.

Avantages :

The ease of use of the campaign editor, allows our marketing team to create content when new features are released, the tools to track the success of the campaign and measure customer engagement.

Inconvénients :

We experienced a couple of technical setbacks with the product. Thankfully the support team helped us resolve them fast.

Alternatives envisagées précédemment : SatisMeter

Pourquoi passer à Appcues : Satismeter was only offering NPS. Appcues saved us a bunch of time when it compares to developing the onboarding inhouse.

Appcues = Game Changer

Commentaires : We initially used Appcues to support a freemium period we offered to all of our customers, as well as, a beta period that was targeted to a small subset of customers. From those two use cases, we saw immediate increase in engagement as well as a reduction in support tickets. We also include Appcues in our customer support process in which we analyze the common requests and design a self-service component to help deflect related tickets. We've seen between 20 - 40% reduction in support tickets in the related areas!

Avantages :

Appcues' simple and intuitive design makes it easy to implement and use! We were able to get up and running quickly, with little support and immediate saw results. The Appcues team is super helpful, outgoing and committed to each customer's success.

Inconvénients :

I don't dislike anything about Appcues. The product could use some enhancements to expand its functionality, such as: adding a scheduling tool, more criteria for establishing / tracking goals, and easier integration with APIs.

Alternatives envisagées précédemment : WalkMe

Pourquoi passer à Appcues : Their team took the time to understand our business, and provided excellent customer service from the moment we were engaged with them. Cost was also a highly weighted decision factor.

Appcues allows our Marketing team to accomplish more than ever before.

Commentaires : Our Marketing team previously had to rely on developers to implement models or flows that would allow us to help engage our customers further by either activating them on unused features or highlighting product improvements. With Appcues, we are now able to improve customer engagement as well as create further messaging around new offers or opportunities to improve their experience within our app.

Avantages :

Appcues' Chrome extension is far and above one of it's most useful features. We are able to construct and visualize flows where it matters, within our app. Being able to quickly enable and disable it makes a huge difference in our workflow.

Inconvénients :

Occasionally, the Chrome extension can be buggy. This has led to some frustrating moments or awkward presentations where I've struggled to get the app to behave. Overall, this hasn't been a large blocker to seeing success with the app.

Alternatives envisagées précédemment : Pendo

Pourquoi passer à Appcues : Members of our Product team had previous experience with Appcues. This allowed us to quickly implement and begin creating flows in Appcues.