Case Study: Nodes & Links reduces support tickets by 25% with Product Fruits

How an international project management SaaS reduced its support tickets by 25%

Nodes & Links, a project management SaaS platform, faced challenges with manually handling user onboarding questions, communicating new updates in a non-streamlined way, and lacking automation to teach users the value of their platform. This created inefficiencies for their support team.

To address this, they implemented a solution using the Product Fruits platform. They built three self-help onboarding flows using Product Fruits features like tours, hints, a knowledge base, and in-app announcements. This provided 24/7 self-service support and allowed users to learn the platform independently. As a result, Nodes & Links achieved a 25% reduction in support tickets, enabling them to reallocate their support team to focus on implementation workshops for new customers.

Nodes & Links

Soufiene Chahbani

Product Owner