No matter how smooth User experience (UX) is or how valuable the features of your product are, the supporting team still turns out to be flooded with calls and support tickets. While in some cases this may be due to the actual bug or product blackout, in many cases, they are caused by lack of education or context around the basic function of the product.

The good news? You can prevent this with Pendo.

The team can first use product use data to understand where users experience friction and what they do right before they seek help. From there, guide in the application Allows you to easily add contextual support – and solve problems before it occurs.

The power of proactive support ticket deflection

In addition to the instant impact of reduced support questions, this proactive approach can also help encourage the main business results. Fewer users who experience friction (and frustration) means higher customer satisfaction and – more important—lower costs Because you don’t need to dedicate a lot of support resources to general problems.

This is how to use a pendo to cut fees by deflecting support tickets on a scale.

Step 1: Use analytic to identify friction

The first step is to identify where users face problems in your application, and one of the best ways to do this is with a funnel report.

Funnel Helping you measure how users move through a series of specified steps you want to take. For example, you might want visitors to start on your main dashboard, then select the newly launched features, and then move to different key features.

Decreased funnel shows the potential for friction or obstacles in the user’s journey, which can cause an increase in supporting tickets. Ready to start? This How to make a funnel in pendo.

Step 2: See dropoff with a replay session

Next, you need to understand what dropoff driving.

Replay session Allows you to turn back the user session visually on your product. This captures clicks, mouse movements, and page rolls and show exactly what the user does in your application. You can also filter based on the product area or type of user frustration such as Klik Mati, U Round, or Click Anger.

From the funnel report, click directly to the replay sample to see what causes the user’s friction. This only Possibly in the pendo, because the product replays and product analysis work together. You can then use this visual proof as proof of getting support and support to overcome this problem.

Want to learn more? This is a picture of Replay Pendo session.

Step 3: Create a guide to reduce friction

Now is the time to take action on the data you have collected.

Pendo Guide Make it easy to overcome the friction that you know quickly, thanks to the re -show and product usage data. For example, you might need to make A tooltip It provides a context for certain features that cause confusion or build three -step walkthrough to help users manage their accounts correctly.

Want to improve the guide strategy in your application? Dig into this Dos and will not be for in-app guidelines that have an impact.

Step 4: Measure the impact with analytic and listen

After you make a guide in the application to reduce friction, Pendo makes it easy to determine how you affect user funnels using quantitative and qualitative data.

You can again use funnels on Analytical Pendo To see whether the level of completion for the process has increased. This is also useful for utilizing a summary of AI -powered feedback Love listen To see whether the user is still sending feedback about the area of ​​this product, and how they feel about change.

The best is to see all of this data together -Same at A Dashboard. In this way, you can quickly get a picture of the user’s friction on an ongoing basis and easily share this information with your entire team. (Pro Tips: see this comprehensive Guide to Dashboard in Pendo.)

Want to learn more about the Pendo One Platform and how can it help you reduce costs? Take a Mandiri tour or Schedule a special demo Today.