Introduction
Providing customers with the right resources at the right time is critical for driving feature adoption and ensuring they realize the full value of your product. Enablement resources such as tutorials, webinars, and in-app guides empower users to overcome challenges and maximize their engagement with key features. This article outlines how to create and deliver impactful enablement materials using Gainsight’s tools.
Step 1: Develop High-Quality Enablement Resources
Create comprehensive and user-friendly materials that address customer needs and encourage deeper feature adoption.
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Design Tutorials and Guides: Develop detailed written and video tutorials that walk users through key features. Incorporate step-by-step instructions and practical use cases.
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Host Interactive Webinars: Use webinars to showcase advanced feature use cases and answer customer questions in real-time.
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Create Role-Specific Resources: Tailor enablement materials to customer roles (e.g., administrators, end-users) to ensure relevance and effectiveness.
Step 2: Deliver Enablement Content Effectively
Ensure that customers can easily access and utilize the enablement resources you’ve created.
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Use In-App Guidance: Leverage PX to deliver contextual in-app messages and walkthroughs during key customer interactions.
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Distribute Resources via Email Campaigns: Use Journey Orchestrator to share tutorials, guides, and webinar recordings with targeted customer segments.
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Centralize Materials in a Knowledge Hub: Organize all resources in a searchable hub or knowledge base for easy customer access.
Step 3: Measure Engagement and Effectiveness
Track the performance of your enablement resources to understand their impact and identify improvement opportunities.
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Monitor Resource Usage: Use Adoption Explorer to track engagement metrics like video views, in-app message clicks, and webinar attendance.
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Gather Customer Feedback: Use Surveys to collect insights on the usefulness of resources and suggestions for improvement.
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Refine Resources Based on Data: Update materials regularly based on usage metrics and feedback to ensure they remain relevant and effective.
Next Steps for Success
With resources in place, the next step is to implement advanced strategies. Leverage champions and predictive insights to drive long-term, expanded adoption across teams.
Explore More
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Support Resource: PX Overview
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Support Resource: Journey Orchestrator Overview