Case Study: Appcues achieves faster user onboarding and richer product feedback with Olark

How a startup uses live chat to onboard new users and get product feedback

Appcues, a SaaS startup, used Olark live chat to solve a common early-stage problem: onboarding non-technical new users, helping them reach their first “WOW” moment, and collecting actionable product feedback. Friction around technical setup and limited user understanding made high-touch support necessary to keep trial users engaged and moving toward paid plans.

They deployed real-time chat to answer setup questions, guide users to value quickly, and use an automated Greeter to solicit feedback on new features. The result: faster onboarding, richer qualitative insights to inform product improvements, and strong business impact—more than 50% of users who successfully install the platform convert to paid customers, delivering a high ROI on the team’s time.

Appcues