Case Study: Microsoft Bing Ads cuts support calls 13% and accelerates advertiser onboarding with WalkMe

Microsoft Bing Ads Uses Strategic In-App Guidance to Speed Up Advertiser Onboarding and Solve Customer Pain Points

Microsoft Bing Ads, Microsoft's pay‑per‑click advertising platform, faced a need to speed advertiser onboarding, increase adoption of new features, and reduce incoming support requests without diverting engineering resources.

They implemented WalkMe’s Digital Adoption Platform—using strategically placed, multilingual Walk‑Thrus and analytics—to provide contextual in‑app guidance and iterate content quickly. The solution improved self‑service, accelerated onboarding and feature adoption, and cut support calls by 13% while freeing engineers to focus on product development.

Microsoft

Haily De La Cruz

Program Manager