Case Study: SABIO achieves 70% higher conversion rate and 80% increased user engagement with Userlane

Successfully Scaling With Automated Customer Onboarding

SABIO, an international provider of intelligent knowledge management software for customer service, faced a scaling challenge: users needed time to become familiar with the platform and maintaining manual training documents and high-touch support was costly and impractical. To automate onboarding and boost adoption, SABIO engaged Userlane to provide interactive in-app onboarding and step-by-step guidance.

Userlane implemented automated, interactive guidance that shortened content creation and drove engagement; within three months SABIO saw a 70% increase in conversion rate, an 80% increase in user engagement, and searches rising 5x per day (from ~4,000 to ~20,000). SABIO employees reported Userlane made guide updates instantaneous and now functions as a communication tool and first-line support.

Sabio