Case Study: Doccle improves user experience and reduces support tickets with Inline Manual

How Doccle improves product experience for over 1 million users with Inline Manual

Doccle, Belgium’s biggest digital administration platform for over 1 million users, wanted to improve in-app help, speed up product adoption, and boost customer satisfaction without burdening its development team. The company needed a way to deliver contextual onboarding and communication fast, without redesigning the app or building custom walkthroughs from scratch. To solve this, Doccle looked for a digital adoption platform and chose Inline Manual after evaluating several options.

With Inline Manual, Doccle created onboarding walkthroughs, hotspots, tooltips, and pop-up modals to guide users, announce updates, and promote features like eBox. The results were strong: Doccle reported 99% adoption for the eBox campaign, 40% to 50% fewer support tickets when warning users with pop-ups, and improved user experience overall. Inline Manual also helped the team schedule campaigns in advance, saving time and reducing repetitive manual work.

Doccle

Vera Martins

Product Designer