Energage is a software company focused on employer branding. Energage’s product suite of fully integrated solutions—including surveys and employee engagement tools—helps employers recruit and retain the right talent.
Human Resources
The Energage team needed a new way to get customers into their product and drive them to sign up for onboarding advising sessions. And they wanted an always-on solution that would be available to users at all levels of their customers’ organizations—and that didn’t rely on email.
Energage turned to product-led onboarding, and leveraged Pendo in-app guides and the Resource Center to educate and encourage users to sign up for advisory calls. They included value props and an easy scheduling module within the guide to make the entire process even more seamless for users.
Within the first seven weeks of the new Resource Center messaging going live, Energage saw a 12% increase in advisory session inquiries and bookings—plus great anecdotal feedback from customers and internal teams alike.
Para mí, 'hacer Pendo' significa poder hacer las cosas rápidamente y tener el control. Es eliminar la dependencia que tenemos de nuestros equipos de producto e ingeniería, poder agregar algo al producto muy rápidamente y [luego] medirlo e iterarlo si es necesario.
Jill Ramondo, Gerente de educación al cliente y desarrollo de servicios, Energage
No two customer journeys are alike. That’s why it’s important to make critical resources available to users whenever and wherever they might need them—not just when your emails are scheduled to send. With Pendo, you can give your users the exact guidance and content they need—and make it highly visible—directly within your product.
After doing a little digging into their retention data, the Energage team realized that their most successful customers were those who took advantage of advisory sessions with the Energage team. But Energage needed an easier way to get the message out to a broader cohort of customers—and preferably one that didn’t rely on email. “We found that customers who took advantage of these [advising session] calls were typically more likely to retain,” said Jill Ramondo, manager of customer education and services development at Energage. “We had been contacting customers via email for the longest time. But we were saying, ‘how can we Pendo it?’”
Ramondo and her team also noticed that with email, they could only reasonably contact their customers on a quarterly basis to encourage them to take advantage of these sessions. But some actually needed that one-on-one help earlier in their journey. So Ramondo turned to Pendo’s Resource Center for the solution.
Energage had already been using the Resource Center for sharing things like announcements and product updates. But they wanted to find new ways to get their customers into the product more often. The team also knew it was important to make it clear that customers could sign up for advising sessions whenever they needed them. “Instead of inviting customers [to advising sessions] on a quarterly basis, by [putting it in the Resource Center], they could do it at any time and not have to wait for the invite,” Ramondo explained.
Ramondo and her team added a “Schedule Now” button to the Resource Center via a Pendo in-app guide, allowing customers to schedule advising sessions instantly. The guide also included language to inform the customer of what to expect during—and coming out of—the session. “[It gives our customers an] understanding of our support resources, and how to reach anyone at our company and feel confident utilizing the platform,” said Ramondo. “Instead of saying, ‘you have to wait three months until someone sends you an email,’ we’ve seen a huge amount of customers utilizing this because [they know that] if they have a problem, we can help solve it on one of these calls.”
Este nuevo flujo de trabajo del Centro de Recursos también ha sido útil para los equipos de ventas de Energage. "Ha sido muy fácil para nosotros tener conversaciones realmente buenas internamente con el lado de ventas y éxito del cliente", dijo Ramondo. "Si nos damos cuenta durante una llamada de incorporación de que hay un problema y un cliente puede querer profundizar en él, puede solicitar ayuda en cualquier momento en lugar de esperar seis meses."
El equipo de Energage ha estado encantado con los primeros resultados de esta iniciativa hasta ahora. "El gran logro para nosotros fueron las llamadas que ofrecíamos a los tres, seis y nueve meses. Se estaban perdiendo entre tantas cosas, y los clientes realmente no estaban buscando en su bandeja de entrada otra oportunidad para hablar con nosotros por teléfono", dijo Ramondo. La nueva guía solo ha estado activa durante siete semanas, pero el equipo ya ha visto un aumento del 12% en esas llamadas. Y debido a la clara correlación que el equipo de Ramondo encontró entre los clientes que participaron en sesiones de asesoramiento y las tasas de retención más altas, esta victoria temprana es un buen indicador de mayor éxito en el futuro.
Ramondo y su equipo también están entusiasmados con la posibilidad de que este enfoque basado en el producto enfoque para ayudar a Energage a llegar más profundo dentro de las organizaciones de sus usuarios. "En lugar de que sea solo nuestro punto de contacto y nuestro usuario de nivel administrador, vamos a poder invitar a [los tomadores de decisiones] a conocer el producto, simplemente haciendo clic en este botón en la esquina inferior derecha e inscribiéndose automáticamente cuando les sea conveniente", explicó Ramondo. Y está ansiosa por seguir iterando en este caso de uso para mejorar la experiencia del usuario. "Creo que saber que nuestros clientes pueden obtener la ayuda que necesitan en cualquier momento—y llegar más profundo dentro de la organización—es realmente donde vamos a ver grandes victorias aquí."
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