UserGuiding is fully integrated with our product, and the features they’ve been building lately are great. The fact that it auto-translates into all the different languages we use to communicate with our customers is a lifesaver. We use posts on a weekly basis. and being able to see the performance of our communications is great!

The ease of setting up Guides, Hotspots and Resource Centers. You can add things to your product without the need for coding, which gives you total control when you need to add something or guide your users. This is very important because you are not dependent on your dev team for each change.

As IT Operations & Client Solution Manager at Northwood Tech Solutions, I oversee client project coordination, technical delivery scheduling, external vendor management, and hands-on SaaS tool evaluation for our US IT services firm. Our lean 11–50-person team does not have a dedicated IT security or documentation team, and UserGuiding’s no-code interactive onboarding walkthrough builder is the standout feature that has reshaped how we deliver training and self-service support to our B2B clients adopting new cloud platforms. UserGuiding’s drag-and-drop walkthrough editor saves me roughly seven hours each week building guided product tours for our client deployments. Before adopting this tool, our team spent days drafting static PDF guides, recording screen recordings, and scheduling repeated live training sessions for every client rollout. Each time we updated a client’s SaaS environment, we had to rewrite documents and host follow-up training calls, which ate heavily into our project delivery timeline. Now, I build layered interactive guides that pop up directly inside the application our clients use. For a recent small-business client implementing a new cloud project management system, I created segmented walkthroughs covering account setup, permission configuration, and report generation. The guides trigger contextually: users only see the tutorial for the screen they are currently viewing, instead of scrolling through a lengthy static manual. This reduced our live training sessions for that project from four separate 90-minute calls down to a single quick kickoff meeting. I also rely heavily on UserGuiding’s hotspot and tooltip functionality paired with its user segmentation rules. I can tag different client user groups, such as client admins, regular team members, and finance stakeholders, and serve only the relevant guidance to each group. When rolling out a CRM deployment for a manufacturing client, admins received walkthroughs for user provisioning and access controls, while end users only saw tooltips focused on lead entry and task updates. The platform’s analytics panel tracks which steps users complete and where they drop off, so I can refine guides before support tickets start piling up. This targeted guidance eliminates confusion for non-technical client staff and cuts down repetitive support questions our team handles during active technical delivery. An unexpected benefit I’ve discovered is UserGuiding’s in-app announcement modals for communicating planned system maintenance and configuration changes. Our clients often struggle to keep up with scheduled platform updates that impact their daily workflows. We now deploy brief, targeted modals directly within the SaaS tool days before any scheduled change, outlining what will shift and where to find updated guidance. During a recent cloud infrastructure upgrade for one of our long-term clients, these in-app notifications reduced related support tickets by more than half, preventing last-minute emergency calls that would have disrupted our project schedule. For our IT services team without dedicated documentation staff, UserGuiding centralizes interactive client training and in-app communication in one no-code platform. It drastically cuts the time spent building and updating static training materials, reduces repetitive support inquiries during SaaS deployments, and gives our B2B clients self-service resources to resolve basic questions independently. This frees up our engineering and project team to focus on core technical deliverables and consistently hit tight client project deadlines.