Case Study: Assertiva reduces support calls by 80% with UserGuiding

How Assertiva reduced support calls by 80% with UserGuiding’s automated onboarding

Assertiva, a Brazilian financial services company founded in 2012, helps customers access credit through a modern portal. Because many of its users are not tech-savvy and the portal has different access profiles, the company faced a challenge with manual onboarding and repetitive support requests that were burdening the customer success team.

Using UserGuiding’s no-code product tours, onboarding checklists, hotspots, tooltips, and NPS surveys, Assertiva automated user education and made it easier for customers to navigate the portal on their own. The result was an 80% reduction in support calls, while also giving the team a simpler way to measure customer satisfaction and improving the scalability of the business.

Assertiva

Bruno Arena

Product Designer