Calabrio is a software company that creates products specifically designed for call centers. Their suite includes solutions for workforce engagement, call scheduling and recording, speech analysis, and reporting.
Contact Center
Calabrioがプロダクトの技術アップデートを展開した際、依存関係が生じ、顧客は自分のローカル環境で変更を加える必要が生じました。チームは、この変更を対象のユーザーグループに迅速かつ効果的に伝える方法を必要としていました。
The Calabrio team leveraged a Pendo in-app guide to segment, target, and reach the right users to enable them to make the change directly within Calabrio’s product.
Within three weeks of launch, Calabrio reached more than half of their target audience and gathered useful data about their interest in learning more about the update—thanks to tracking that was configured within the in-app guide.
Pendo’ing it means being able to use data as the basis for making better decisions. It also means reaching the actual users and not having to just post blindly—so you can really narrow it down to the people you want to reach in the product.
Lina Karlsson, Senior product content owner, Calabrio
シンプルだからといって、高い効果を出せないわけではありません。タイムリーさと関連性が加わることで、最もシンプルなメッセージが最も重要な成果をもたらすことがよくあります。Pendoを使えば、適切に配置されたコミュニケーションを通じて有意義な行動を促すのは簡単です。
When Calabrio rolled out a technical update to their product, it created a dependency requiring customers to make changes in their own local environments—something that Calabrio couldn’t do for them. The team needed a fast and scalable way to reach users and inform them of the update. “We needed to reach the right people,” explained Lina Karlsson, senior product content owner at Calabrio. “We were trying to do it through email. For some, it worked—but we didn’t get answers from many customers.”
この手作業のアウトリーチにより、Calabrioチームの貴重な時間とリソースが奪われました。また、メールだけに頼って必要なユーザーにリーチするのにも苦労していました。変更の影響を受ける顧客に対して、できればプロダクトのコンテキスト内で、より効果的にコミュニケーションできるメッセージングソリューションが必要でした。「私たちは、Pendoを実際に使えば、特定のユーザーにリーチできると気づいたのです」とKarlsson氏は語ります。
The Calabrio team first started by identifying the customers they had not been able to reach during their first round of email blasts. They were careful to only target the users who could actually make the changes Calabrio was suggesting, so as not to inundate their other users with messaging that wasn’t relevant to them. “We set user permissions information as metadata in Pendo,” Karlsson explained. “That way, we could reach the specific people who actually had the right permissions to make the change we wanted them to make.”
The Calabrio team then set up an in-app guide, targeting that specific segment of users. They used a lightbox-style guide that appeared in the middle of the page whenever a targeted user logged in, and included a message informing them of the change and the actions they needed to take. The Calabrio team also included a link to a page containing additional information and resources where users could learn more.
Karlsson noted that the team configured the in-app guide to reappear until the user acknowledged the notice or took the requested action in their account. They also included the link to the additional resources page within the guide itself so they could monitor traffic and interest in the page. “[We wanted to know] if users were actually clicking the link or if they were actually interested in learning more—or not,” said Karlsson. This gave the Calabrio team valuable insight into what other types of content or enablement tools might be needed to set their users up for success.
Calabrioは、これまでこのアプリ内ガイドのユースケースで大きな成功を収めてきました。ガイド公開からわずか3週間で、連絡対象の顧客の半数以上にリーチし、反応を確認することができました。「手作業で探す必要のない顧客がたくさんいました」とKarlsson氏は語り、Calabrioのチームは価値の高い他の業務に集中できました。
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