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I was talking with a colleague about basic training for new users in applications, and how a lot of websites/apps are running with tools like WalkMe, Userpilot, etc to give step-by-step training on a DIY basis. Super cool. 

Wanted to pick the brains of this community to see…

  1. What in-app training tool are you using?
  2. Are you using with web-based (browser access) tech, desktop, or both?
  3. What do you love/hate about it?

Exploring options to bring to our team for future enhancements - thanks for any input!!

Casey - great question.

1- We use Intercom to help folks walk through the product

2 - it is web based

3 - There is fair amount of set up in it, but it does have a pretty robust if/then logic rules.  The reporting is really good on it.  Pricing is interesting...starts really cheep, but then can get expensive as you scale. 

Thanks Todd! Hoping someone chimes in with a desktop solution too, as we have both web and desktop apps in the suite.

Casey,

 

We are just starting to use Intercom also.   We investigated several solutions and Intercom fit our target.   We have had other solutions also, but you can spend millions on these systems easily.   Intercom does not do everything, but it does over 95% of our use cases.   Was not worth the $$ to get us the last 5 when it just created more tech debt.

 

For desktop, we did not do any research here.

 

One additional item we are researching now, is integrating Intercom with GUIDEcx to drive user specific Task List, Trainings for testing, and completion statuses.    Some fantastic ideas on getting a true in-app experience for users during early testing phases and onboarding.

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