In Product Announcements & Assistance
As a part of our Product Marketing objectives, one of the key priorities was to ensure that information about all the features of our products is Known to the users of the platform. To enable it, we had to look at 5 dimensions of communication:
What? : What does the product offer? What is new?
Who?: Who is the user? Is the user a planner, campaign manager, copywriter, head of marketing or a CMO? Can I communicate relevant information based on the user persona?
When?: When should a user use a specific feature or take an action?
Where?: Where should a user go now? Where is a specific feature placed?
How? : How should a user use a specific feature?
The Objectives
We will be focusing on 3 main objectives through product led communications:
1. Get more users with ids to log in to our platform
2. To motivate active users to use more features within our platform
3. Increase time spend of the user on our platform
What has happened so far?
To take care of the 1st Objective:
1. We have started sharing news about new product features with all the users of our platform. Anyone with a login id to our platform have started receiving newsletters updating them about upcoming and newly released updates.
2. We are in the process of building a smart notification series to be sent to select users’ email giving specific audience shift related information, to invite them back to the platform.
What’s happening this August?
This August 1st, we will be launching the in-platform assistance and announcement feature. These features are aimed to achieve and boost Objective # 2 and 3. Soon, you will see the following components appear on app.
Nudges
As shown in the screenshot above, all new releases will be shown to the users via modals called Nudges. Most nudges will be shown on the user’s first login after the release and won’t reappear. Each nudge will have a CTA that can either lead them to a long form content, a video link or a page within the product. You can also curate different nudges on different pages within the product. Our conscious effort should be to not overwhelm the user with too many nudges, but to use 1 nudge at a time, strategically.
Helphub
This feature will resolve an age-old issue with our platform, that is to provide help with in the platform and not take them to another tab or page to get assistance. Helphub, through a small floating button the bottom right corner of the platform will give the user access to information that is important for the user.
Currently, Helphub has 2 menus that are triggered based on the section of the platform, the user is on. On the research section, the user will get to the see the menu displayed in the screenshot above. While the Activation section of the platform will have a separate menu that has topics related to campaigns and improve.
When you click on any of the menu link, the long form content will open inside the product. If the users wish to go to the support portal, they can click the “View Article” button at the top right corner of the side bar.
Wingman
At the top of Help hub, you will find a search bar. If a user is confused about which article to refer to, they type in a question in this search bar and can either search for the whole article or “Ask Wingman” to curate an answer.
Reach out
At the top of the Helphub, but below copilot you will be able to find 2 cards. As the label on them suggests, one card will allow the user to raise a bug and the other will allow the user to ask the CS team to get in touch with him. Both these requests will be submitted on Zoho desk. Since the product team checks Zoho desk multiple times a day. There is lesser chance to miss it.
What’s in works?
As mentioned above, we are working to launch product led automatic notifications to be release on Aug 13th.
We will also be working on another set of in-product communication and guidance features gradually, in the next three months. Some of them are listed below:
Tooltips product wide
Onboarding checklist
Snackable surveys
Product Tours
Each of these features would need meticulous planning and execution. Hence these will be launched as an when they are ready. Reach out to us if you have any questions.
Last updated
