Case Study: Kommunicate boosts chatbot integration and product adoption with Userpilot

How Kommunicate.io drives product adoption without a sales team

Kommunicate is a chat-based customer support platform whose team noticed users weren’t discovering much of the product—60–70% of users only used 3–4 major features—so without a sales team they needed to drive product adoption through better in-app onboarding. To solve this, Kommunicate turned to Userpilot, a no-code product experience tool, to guide users to key activation points and surface hidden value inside the product.

Using Userpilot, Kommunicate implemented a simple notification bar, a checklist and small in-product cues that highlighted five to seven “AHA” moments (starting with the chatbot integration button and chat widget customization). The changes helped lift signup-to-chatbot-integration from ~40–45% to 55–60% over seven months (a >15 percentage-point gain), added ~4% adoption from the checklist, led 86% of users to complete widget customization, increased that feature’s usage by ~3%, and translated into an estimated 2–3% revenue/MRR uplift—results the team attributes to Userpilot (and their support efforts).

Kommunicate

Parth Shrivastva

Head of Product Marketing