Driving support resolution and customer success at scale

About Textable

Textable is a versatile VoIP text messaging application designed for businesses and Managed Service Providers. The platform enables users to send and receive SMS and MMS messages using VoIP phone numbers, allowing for seamless communication across multiple devices.

With its user-friendly interface and robust integration capabilities, Textable facilitates effective messaging solutions tailored to meet diverse communication needs.

The Challenges

Before using Supademo, Textable faced challenges in managing customer support efficiently — especially when it came to redundant, repeated requests and tickets.

With a small team with limited resources, this necessitated the need for more proactive support resources that would enable users to find answers independently, such as through an interactive FAQ.

Redundant, repeat support tickets leading to “invisible” costs on their bottom line

Diversion of focus away from growth and innovation

Frustrated customers due to a lack of visual, anytime guidance

These challenges led to significant but “invisible” costs on their bottom line — like increased time and effort spent on support tasks. This inefficiency would even hinder their ability to focus on growth and innovation, as well as potentially frustrating customers due to a lack of detailed guides. Ultimately, the Textable team realized they needed a solution that was scalable, reusable, and could be used for both async and support-actioned guidance.

The Solution

When it comes down to choosing a solution, Textable’s most important criteria were ease of use, reliability, and the ability to consistently deliver a consistent experience for both the creator of the assets and the folks viewing it. Luckily, Supademo a Leader for Ease of Use and Time-to-Launch according to 100+ reviews on G2.

Ultimately, Supademo was chosen because it offered the most straightforward, user-friendly process to generate product demos that drove learning by doing for their customers. For Textable, the two standout benefits were:

Supademo's one-click process of generating interactive demos and annotated text hotspots, which were not as easy or readily available in other platforms.

The ability to quickly create one-off support-focused product demos and detailed, multi-demo showcases for different customer profiles, types of product workflows, and customer maturity.

Usage & Adoption

Textable relies on Supademo across the customer support and success organization - whether it's for creating demos that convey specific features, answering common support tickets, or replacing one-on-one support calls. Supademo is also used for technical documentation and sales documentation for white-label resellers.

For the Textable organization, Supademo's most beneficial feature is the ease of use and speed — which help them create truly immerse, engaging product demo in just a few minutes. Other standouts features include Supademo's built-in annotation tool, automatic text generation, and multi-demo Showcases, which helps Textable chain together multiple product guides in an elegant collection. This latter feature helps Textable onboard and train users at scale, based on the customer stage, product line, and use case.

Results

"Supademo literally saved me from getting on three phone calls just today by annotating a walkthrough for a customer who hasn’t completed onboarding."

Robert Boka

CEO

Aside from solidifying Textable’s positive brand and perception within their customer base, Supademo has driven significant time savings and customer adoption — through the hundreds of interactive demos that are sent out on a regular cadence. This demo-first approach has replaced Textable’s previous standard of individual responses and time-consuming support calls.

Textable’s approach to proactive support using Supademo has dramatically reduced the number of repetitive support calls and allowed for quick dissemination of information through intuitive demos. Ultimately, this efficiency has contributed to better customer satisfaction and customer engagement.

In the future, Textable plans to enhance their use of Supademo by integrating it more deeply into their marketing efforts, particularly in building sales documentation for resellers. Textable will be exploring this with Supademo’s upcoming customization of branding features — which aligns perfectly with Textable’s white-label business model.