Commone

1. The Big Problem

SaaS companies are trying to scale while keeping CS and Supports costs under control

So, they are adding an ever increasing number of resources to help users

as a result…..

The user experience is fragmented

Users don’t know where to go to get help

2. Why is this a problem?

Companies don’t realize the benefits of adopting a Product Led Growth motion

Existing resources (learning, blogs etc) have an ~15% utilization rate

Support teams continue to be under pressure to deliver a great experience with limited budget

Enablement teams (education, community) don’t get intel on what resources users need the most

Friction in the user experience causes frustration…eventually churn

3. Case Studies from the “best” SaaS products

These companies are some of the most highly revered PLG companies in the world. Yet the user experience falls short

Case Study #1: HUBSPOT

Hubspot is one of the top CRMs in the world

In app icons - but user has to choose between Chat and Help

Chat with a Bot that connects you to a live agent (doesnt reduce support load)
Help bar loads directly from the right

Search across Knowledge Base within the product, but it doesn’t lead to a live agent conversation

Community isn’t searchable from the product

User has to choose between 3 communities
Separate login for community, and disconnected from docs

Blogs (arguably Hubspot’s dominant area) are also not searchable

Basically users cannot find 80% of Hubspot’s best resources

Case Study #2: NOTION

Notion is one the world’s best note taking and knowledge management apps

Notion is a legendary PLG company

But their in-app help is severely lacking - it’s basically a collection of links

Users need to figure out whether to check the docs (leave the app) or send a message to support

There is no deflection, no search, no smart handling

Case Study #3: FIGMA

FIGMA is the leading tool for Product and UX Designers

Similar to Notion - there are links to everything - help centre, support forum and community

All the resources are still disconnected from each other

Nothing is searchable from the app

Case Study #4: THINKIFC

Thinkific:

Rising support costs (driven by free users) is a problem for Thinkific

AI powered chatbot that tries to deflect tickets with support articles

if that fails, offers to connect you with a live agent for 15 mins

No mention of the amazing 35k member community they have built

No search through the 750+ help docs they have created

No search across the 500+ blog articles they’ve written

Case Study #5: KAJABI

They have a pop up modal that blocks the user from doing anything else

Links to various resources - but nothing is searchable from the app

They have an automated chat bot, but the experience is frustrating to say the least

Who’s doing this well?

Case Study #6: MIRO

MIRO has a learning centre directly in the app

Learning center takes over the entire screen and prevents users from continuing their workflows

Templates for common use cases - this is cool

One Click access to community

Areas of opportunity:

Community posts are searchable within the learning centre as well

4. Enter Commone

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Commone helps your users find the most relevant search results from across all your resources - community, KB, docs, tickets, without leaving their workflow in your app

We are the common link between all your user resources

Key Benefits:

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For the user:

faster answers to questions

richer insights (community chats)

no more waiting for support

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For the company:

Help users get unstuck

Get ROI from your existing resources

Drive engagement to the community

Deflect support tickets

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Want to discuss how you can help your customers get unstuck? here’s my calendar

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Made with ❤️ and maple syrup in Vancouver