Home SMART 100 2015 elevio

elevio [SMART 100, 2015]

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This SMART 100 profile and the information it contains is a duplication of content submitted by the applicant during the entry process. As a function of entry, applicants were required to declare that all details are factually correct, do not infringe on another’s intellectual property and are not unlawful, threatening, defamatory, invasive of privacy, obscene, or otherwise objectionable. Some profiles have been edited for reasons of space and clarity.

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1. THE BEGINNING

This innovation initially came to life when…

…another of our products had a higher support load than we’d like, and like many companies we wanted to find a way to lower that. So we prototyped a tool with the aim to present help information to users in a new way that was more integrated with our website, so they found it easier to help themselves. We let it run in stealth mode while we waited to see the results, which were fantastic. As a result we decided to convert it into a service, 3 iterations later and we have the elevio we see today.

2. WHAT & HOW

The purpose of this innovation is to…

…present users with all the information they need to complete the task at hand, without ever having to leave the page they are on. The end result being higher engagement, retention and conversion rates, and a lower bounce rate.

It does this by…

…displaying a tab on your site which contains your entire knowledge-base, support system, chat, blog feed and more. It integrates and interacts with your site to show related help articles where they are needed most, as a result the user can quickly get help by either opening the tab, or just by clicking on elements of the page they need help on and viewing the related help.

inaction

3. PURPOSE & BENEFITS

This innovation improves on what came before because…

…we’re bringing the support and information to the user like nobody else is doing. We’re giving the user the tools and knowledge they need to self help, which drives up engagement and builds loyalty through knowledge. We integrate with many third party support systems to sync content and support tickets, so the barrier to entry is low.

Its various benefits to the customer/end-user include…

…increased engagement and retention, lower bounce rates, and a reduced support load. Site owners can now more easily guide their users to complete the tasks they want them to, knowing the help they need is always available.

4. COMPETITIVE LANDSCAPE

In the past, this problem was solved by…

…sending people offsite to a knowledge base, or hoping that they contact you asking for help.

Its predecessors/competitors include…

…the likes of Zendesk who offer hosted knowledge base and support systems. While they are not direct competition, it’s the mindset that we need to get users into, and let them know they can bring the help into their site in a new way.

5. TARGET MARKET

It is made for…

…sites that are in any way complex, or have a product that could do with additional help information. SaaS products are a great fit, as they tend to need to teach their users how to use their tool. elevio can be a perfect fit for inline help and guidance to lower the barriers to conversions.

It is available for sale through…

…our website, site owners simply register an account and add a snippet of code to their site. We charge a monthly fee for the platforms usage.

Our marketing strategy is to…

…gain exposure through the ‘powered by’ bar that is displayed in the tab (except on whitelabel plan), as well as through partnering with existing support systems like Zendesk, Freshdesk, Uservoice etc. to provide a new way to serve their existing clients.

website: elev.io

FINE PRINT: This SMART 100 profile and the information it contains is a duplication of content submitted by the applicant during the entry process. As a function of entry, applicants were required to declare that all details are factually correct, do not infringe on another’s intellectual property and are not unlawful, threatening, defamatory, invasive of privacy, obscene, or otherwise objectionable. Some profiles have been edited for reasons of space and clarity.

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