Support tickets
From every customer
More growth
Agility Digital builds customised HubSpot and Salesforce solutions for its clients.
But getting customers confident using those solutions meant training calls, ongoing support and lots of documentation, sometimes including manuals running to 50 pages.
The challenge was getting customers up to speed without so much of the work falling back on the Agility team.
Agility used HowToo to create structured, self-directed learning around each client's implementation.
Generic product training wasn't enough. Customers needed to understand their own processes, use cases and customised setup.
HowToo gave them a way to learn that themselves, while freeing Agility from repeatedly delivering the same training.
General support tickets dramatically dropped.
Agility found that people raising support tickets were often the same people who hadn't completed their training.
Customers who did complete the learning were more engaged, suggesting new ideas and exploring what else they could do with HubSpot and Salesforce.
For Agility, that led to more projects and more work.
HowToo brings customer learning activity into HubSpot, including progress through courses and lessons.
That data can then be used in workflows, reporting and customer communications.
It gives Agility another view of the customer journey: who's progressing, who needs help and what should happen next.
Those tools are useful for finding information and answering questions.
But Agility's customers need to understand the solution built specifically for their business, not just HubSpot or Salesforce generally.
Structured learning provides that journey, while knowledge bases, AI agents and support can help at the point of need.
Agility's advice is simple: start small.
Focus first on the things customers most need to understand and where your team is spending the most time helping.
Then look at the data and customer feedback and build from there.
Agility sees an opportunity to connect customer learning even more closely with support and CRM data.
If customer behaviour shows someone is struggling, the right learning could be delivered before they need to ask for help.
The result is a more responsive customer journey, based on what each customer actually needs.
Start with a few simple questions:
Less time answering the same questions. More time helping customers get value.
“The number of support tickets around just general use of the platforms has dramatically dropped.”
Agility Digital replaced repetitive customer training and lengthy manuals with structured, self-directed learning in HowToo, dramatically reducing support tickets while helping customers get more from their HubSpot and Salesforce solutions.
EventsAir partnered with HowToo to rebuild its customer academy alongside a major product redesign—creating an engaging, flexible and integrated learning experience that lifted completion, reduced support load and reinforced EventsAir’s leadership in customer education.
This series of animated videos aims to make insurance claims processes easier through publicly available content with diverse representation and availability in multiple languages.
We acknowledge the Traditional Owners of country throughout Australia and recognize their continuing connection to land, waters and culture. We pay our respects to their Elders past, present and emerging.
