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The Challenge
Nezasa embarked on a mission to enhance the customer onboarding experience. While their knowledge base was comprehensive, they recognized that reading articles and extensive onboarding sessions could be time-consuming for both their team and users.
Seeking a more effective approach to disseminate information and improve self onboarding, they contemplated the potential of instructional videos. However, concerns arose about the resource-intensive process of video production and editing.
The guidde Solution
The turning point came when Alex, Nezasa's Chief Customer Officer, was introduced to Guidde. It became evident that Guidde held the potential not only to streamline onboarding videos in their knowledge base but also to cater to various departments such as marketing and HR, providing product insights, and showcasing diverse use cases.
The Results
Guidde-enabled videos now serve a dual purpose—onboarding both customers and new employees. This transformative shift is already reducing onboarding processes' duration for both parties. These videos, combined with a structured onboarding path, allow our customers to easily understand key features of TripBuilder. In their words, they find it a more interactive and simple way to learn. Moreover, the need for frequent internal and external meetings is being substantially reduced. New employees can now independently navigate their onboarding journey and address queries in broader team discussions.
