UserGuiding is a great value but you'll need time to understand it
Use Cases and Deployment Scope
We used it to target new members so we could give them customized 'walk-through' training. We were also going to use it to target new product announcements toward specific user types and track which new members completed training modules (or how far they got), as well as build out the modules to be branded to their specific company logo and colors.
Pros
- Good price
- Responsive CS and sales team
- Had all of the features we were looking for
Cons
- The initial setup process isn't as transparently intuitive as it was sold
- It's a fairly large barrier to entry for one person to get the guides set up
- We weren't instructed how to 'turn off' the URL hits until we had our parameters segmented so the first two months we hit our limits before anything was even launched on our end. That made testing hard.
Most Important Features
- Targeting segments of our database
- Building automated walk-throughs
- Tracking completion rates of training modules
Return on Investment
- We lost two months due to running out of 'hits' before we were able to target the right fields. This was partly our fault for not having enough time to dedicate to it, but it would have been helpful to have a 'pause' button or be told to look out for this scenario.
- We canceled our account after 4 or 5 months because I, as the sole user on our team, didn't have nearly enough time to build out the guides the way we had envisioned. It wasn't quite as easy to understand as I'd hoped. It was doable, but a slow process and I got too busy with other pressing issues with my company.
- It would have been a good ROI for the available features and price if I'd had a solid amount of time to really build it out and understand it better. The training options could have been a lot more user-friendly to help bridge that knowledge gap.
Alternatives Considered
WalkMe, Appcues, Whatfix, Pendo.io and Userlane
Other Software Used
Tableau Desktop, ActiveCampaign, Leadpages
