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What content performs the best with your customers for "Getting Started"?
Hi everyone! Happy Friday! At Marlee, we're kicking off a project to enable customer self-service to improve the experience & our PQL conversion rate.
We want to support customers to learn how to use all of Marlee's features rapidly, so they use Marlee regularly with their teams.
So I'd love to know what's worked for other products.
(Keeping in mind that at Marlee, I'm a content "team" of 1!)
Do you create PlayBooks? If so, in what format? How do you maintain them when your app changes all the time?
Loom demos? Animated gifs? Text blogs?
Have you used a Knowledge Hub/Knowledge Base? How do you maintain it?
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Notionxyz
Step-by-step tutorials and video walkthroughs are customer favorites. They make it easy to understand and implement, helping users get up to speed quickly. Visual aids and real-life examples also boost engagement!
Just shared my latest project on Product Hunt! 🚀 Check it out and let me know your thoughts.
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@notionxyz1 Thanks for sharing. Are there egs you can share for your products? I can't find your latest product? What's it called?
@elaineluyi Thanks Elaine! That's really helpful - thanks for sharing. Do you publish your step-by-step guides using your standard CMS? Or other tech?
I love the question; I recently built the same thing at Inrō. It took a week or so to set everything up, but I think we have all bases covered for starters.
So this is what we have set up for the 1st version -
1. Onboarding checklist
2. Welcome email+in-app message series
3. Key feature adoption series
4. Knowledge Base - with screenshots & gifs for explaining all key elements, addressing common technical errors, use cases & guides.
5. Proactive messages on some specific pages, like onboarding errors of different kinds.
6. Short loom-style product demos and use case videos.
7. Buttons will set up a call with us if they need help setting things up in the early days.
8. Feedback surveys, tooltips & pop-ups at different places to see what's working
We haven't made Product Tours yet - our interface is evolving quite fast, but the video demos are a good alternative for now.
Notes:
- We made a Custom GPT using our company knowledge, brand voice, and other relevant information to help draft most things.
- I used Intercom to implement all of this and some templates, too, to make it go faster.
- Going ahead, we will analyse where our users are facing issues, especially after the PH launch, and add more things.
I can discuss this further over a call if you'd like me to show you what we've built from a CS perspective and how we can improve it before our launch.
Here's my LinkedIn (https://www.linkedin.com/in/kmah11/)
& our product (https://www.producthunt.com/prod...)
@kshitij11 - thank you for this insight. I was looking for this to launch our product.
Our product is launching soon - https://www.producthunt.com/prod...
@kshitij11 OMG Huge thanks for this amazing feedback, thank you so much 🙏🏼 Can you share some links to your Knowledge Base? Or is it coming soon along with you're launch? (I've followed your launch page & LinkedIn! Looks great!) Which tech did you use for the custom GPT? We use Intercome also.
@emily_willis1 happy to help Emily :)
The MVP for the onboarding and knowledge base is ready but only viewable by users. You can check out our tool by signing up here and then taking a look at different support mechanisms (https://app.inro.social/users/si...). The Custom GPT is just a ChatGPT custom GPT, so it's very quick to use and build.
Let's continue this over LinkedIn; it is easier to coordinate, and I can go into more depth for specific questions :)
@emil_hajric Agreed, and they are very easy to set up as well. I would definitely add some proactive troubleshooting messages too. For example, if you common error trigger, use it to send messages to the customer right at the moment of incidence. Much higher response rates & better control over churn.
Emily, this is Brian. I am becoming a product expert in my mind, but my fingers and thoughts are not connecting. Is there a set of training videos I could use to strengthen my "How to use Marly"? Quite a few people are coming through my efforts into the Marley, and they depend on me to teach, train, and guide them. I prefer a set of training videos. What training videos do we have? If you could use it, here are six examples that may help Marley get up to speed. Several AI tools can transform website content into video tutorials and how-to guides. Here are a few notable ones:
1. **Synthesia**: This tool allows you to create video content from text, including website content. It uses AI avatars and voiceovers to create professional-looking tutorials. You can input the text you want to cover, and Synthesia generates the video, making it a good option for creating video training on website content.
2. **Pictory**: Pictory enables you to generate videos from written content such as blog posts or website text. It can automatically create video tutorials by extracting key points and visuals from a website and assembling them into a coherent video narrative.
3. **Descript**: Descript is a versatile tool that allows you to record your screen and turn the recording into a polished video tutorial. You can import website content, annotate it, and use text-to-speech features to create how-to videos.
4. **Lumen5**: This tool converts text content into engaging videos. You can input website URLs, and Lumen5 will pull key content to create a video. It uses AI to match the text with relevant images, video clips, and music.
5. **Veed.io**: Veed.io offers features to create screen recordings and tutorials directly from website interactions. You can record yourself navigating the website and use their editing tools to enhance the video.
6. **Tome**: Tome allows you to create videos from text by transforming text-based content into engaging, narrative-driven video presentations. You can input website content, and Tome helps make a video story out of it.
These tools vary in their approach and features so you might choose one based on the specific requirements of your project, such as the level of customization, ease of use, or specific features for video creation.
Warm regards,
Brian
@brian_hill_bossmobility_ Hellooo Brian! Lovely to hear from you on Product Hunt! Thanks for your feedback, this is excellent! Some great tools there.
What are the 5-10 most common challenges or tasks that you're currently using Marlee to address when supporting your clients? Which of these issues would be more effectively explained or resolved through step-by-step video demonstrations or guides?
Here are some egs to get you started, let me know which of these would be most useful with your clients:
- how to sign up for marlee
- how to connect with someone you trust (to understand how it works & build confidence using marlee)
- how to ask marlee a question
- how to create a team workspace (this could be for partners/couples/families etc)
- how to ask marlee questions about your team (or partners/couples/families etc)
- how to set goals in marlee
- how to use marlee daily (eg we could model out....how to use marlee before or after a a meeting, before a team debrief, how to resolve conflict with others, how to develop yourself personally etc)
Let me know your thoughts. I really appreciate your time to help me with this. 🙏🏼
I've found that creating interactive tutorials with a step-by-step guide really helps our customers get started with Marlee easily. It's like having a virtual coach guiding them through the platform! And when it comes to keeping up with changes, I make sure to schedule regular updates and refresh my content accordingly to ensure it stays relevant.
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When it comes to "Getting Started," a dynamic mix of PlayBooks, Loom demos, and a Knowledge Base can be your recipe for success! It's like crafting the perfect coding sequence - a bit of creativity, a pinch of user-friendly design, and a dash of consistent updates to keep everything running smoothly!