From an abundance of emails to communicating in-app
Let’s face it—most of our inboxes have a pile of unread, unopened emails. We can’t all be Marie Kondo, after all. That’s why Mimi Larkin, HR Acuity’s VP of Product Enablement, set out to find a more effective way to connect with their employee relations platform’s users.
With 10+ years of thought leadership, HR Acuity had an abundance of educational content for their users. But finding relevant resources was challenging, and these resources were going unused. “People would tell us we have great data, it’s just hard to find,” Larkin explained.
Instead of trying to cut through the noise of cluttered inboxes, Larkin took a different approach to supporting their users: Communicating within their software itself.
To do this, Larkin and her team turned to Pendo’s In-app Guides for a low-code way to create content directly inside the product. “Guides made it easy for us to communicate in-app because we could get granular and target specific users,” explained Larkin.
Building trust in AI with a paw-some employee relations companion and In-app Guides
To increase awareness and engagement around their content, HR Acuity created olivER, an AI-powered employee relations assistant.
The problem? HR Acuity’s users—employee relations and investigations teams—were hesitant to use AI. To build excitement and engagement, Larkin and the marketing team tapped into the product manager’s best friend, Pendo (and, er, dogs), to create and promote an approachable, welcoming AI assistant.
“The guide’s look and feel was just as important as the content itself. We wanted to emphasize that olivER was something exciting, but also present users with the information they needed,” Larkin said.
HR Acuity used segments to target the olivER guide to almost all of their customers, and the project was a success. “The feedback’s been great. Guides are such an easy way to capture attention without developer or marketing resources,” Larkin said.
With the ability to streamline and simplify customer communications, everyone wins: Customers can find the content they need, the marketing team can send fewer emails, and the product team has a reliable, easy way to reach customers.
What’s next for the HR Acuity team and Pendo? Prioritizing product roadmaps and understanding customer sentiment. “We’re excited to launch Pendo Listen with our customers. Our internal teams are currently using it, and it’s a great way to get visibility into utilization,” said Larkin. “We appreciate Pendo, and I think our customers appreciate it, as well.”
