Today, to stay relevant in the SaaS market, it’s equally important to convey a product’s value, and efficiently onboard users to allow them to use and leverage its features effectively. This is where in-product help comes into play.

‍

Product managers must understand the importance of providing users with the resources they need to succeed, at the exact point of their need. In-product help can be a powerful tool to enhance product adoption and drive user engagement and education. It is all about providing the right information at the right time and place, without the need to switch between systems, while saving time and improving efficiency.

But first things first. 

Hi, I’m Shimon Shoval. As a product manager here at Zoomin, I know firsthand how challenging it is to build great products and features and to help your users adopt them at scale. So I want to share some insights around implementing contextual in-product help solutions to enable users to adopt quickly and painlessly. 

‍

Wait. What is In-Product Help?

In-product help is a proactive approach to user assistance that provides guidance and support directly within the product interface. Instead of relying solely on external documentation or customer support, users can access relevant information and assistance right when they need it from inside the product, without disrupting their workflow.

‍

Empowering users with contextual assistance

One of the key benefits of in-product help is its ability to deliver contextual assistance. By analyzing user behavior and interactions within the product, in-product help can provide targeted recommendations based on the user's exact current context.

For example, if a user encounters a new feature or task for the first time, the in-product help tool can surface relevant tips or general instructions to help them get started. This approach not only accelerates the learning curve but also empowers users to explore and discover new capabilities on their own.

‍

Driving product adoption through interactive learning

In addition to providing contextual assistance, in-product help tools can also facilitate interactive learning experiences. By incorporating knowledge base documentation and interactive tooltips, users can engage with the product in a hands-on manner, gaining practical experience and confidence along the way.

‍

Continuous improvement through user feedback

I believe that feedback-driven development can be powerful. That's why we've built feedback mechanisms directly into our own Zoomin In-Product Help solution. Users can provide input, suggestions, and insights directly within the product interface, allowing us to gather valuable feedback in real-time and guide our efforts to enhance product adoption and user satisfaction.

‍

What about data? And more importantly, what about insights? 

Needless to say, analytics plays a crucial role in understanding how users interact with the in-product help solution and identifying areas for improvement. By analyzing user engagement metrics, such as the frequency of help usage, most accessed help topics, and user feedback, we can gain valuable insights into user behavior and preferences. These insights can inform decision-making processes, such as content optimization, feature enhancements, and product roadmap planning.

Integrating our own in-product help solution with our analytics platform capabilities, we can track the effectiveness of our in-product help and make data-driven decisions to drive continuous improvement. From identifying popular help topics to detecting areas of user confusion, analytics empower us to refine the user experience and maximize product adoption.

‍

OK, but other product teams may use a different digital adoption platform. Can they still use Zoomin’s in-product help?

Integrating Zoomin’s in-product help solution with digital adoption platforms like Pendo and WalkeMe is a fantastic way to enhance user onboarding and drive product adoption. These integrations streamline the process of delivering contextual assistance and personalized guidance to users, ultimately improving their overall experience.

With integrations like the one with Pendo, we can leverage the capabilities of the two platforms to create seamless and immersive user journeys. For example, integrating Zoomin’s In-Product Help with Pendo allows us to deliver contextual assistance at the right moment in the user's journey. Whether it's providing help tips during onboarding or offering guidance when users encounter specific features, contextual assistance ensures that users receive relevant support when they need it most.

‍

From one product manager to another, here's the thing to remember

It takes a strong strategy to drive product adoption and help users succeed. The Zoomin In-Product Help Solution is armed with contextual assistance, interactive learning experiences, and user feedback at its core, enabling the dispensation of the keys to our users for full product utilization.

In other words, making every user a confident and proficient user of your product faster and more efficiently.

‍