Case Study: N2Y reduces support tickets and drives self-service support with Appcues

How n2y delivered self-service support and reduced contact ratio by 400% with Appcues

N2Y, a provider of special education software for teachers and administrators, needed a better way to scale support, guide users in-app, and reduce the burden on its support team. After building some guidance internally, the team looked for a simpler third-party solution and chose Appcues for its ease of use and versatility.

Using Appcues, N2Y created self-service support flows, browser-change notices, product announcements, guided tours, and in-app help for features like Positivity and Teacher Dashboard. The results included a 40% reduction in system-requirements tickets, a 22% drop in Teacher Dashboard tickets, and a 400% reduction in support contact ratio for Positivity, with 88% of users switching to a compatible browser within 7 days and 10% of Unique Learning System users starting a Positivity trial.

N2Y

Amanda Borer

Director of Client Relations