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New: targeting, launch windows and guide customization

Meera Kanani
2 min read

Your product fits many different use cases.  You express them all on your website, you outline them to your internal teams, and yet, your onboarding experience isn’t customized by use case.

But it goes beyond content and targeting: to be relevant, the experience has to be shown at the right time and in the right way. Since we’ve all suffered from disruptive and irrelevant pop-ups, we know that reflex to just click dismiss.

Bento now gives users a suite of tools to make sure you can avoid that outright rejection:

  1. Target users based on user and account data, or prior behavior with Bento
  2. Go even further and personally tweak the messaging and timing for those special customers
  3. Automate timing of when things go live, and when they sunset

Different personas have different happy paths

Targeting rules are easily defined based on data and user-actions with Bento guides

First, let’s start with how you can control who should get which guide. 

For example, if Mike at AcmeCo is an admin user he may need a different onboarding guide than John who is an end-user. Alternatively, all your self-serve customers may get a different onboarding experience than your enterprise, hand-help customers.

With Bento you can target users with various onboarding guides based on:

  • User and account attributes (name, role, size, etc.)
  • In-app events (page click, integration, etc.)
  • In Bento events (guide received, branching selection, etc.)

By showing users their happy path vs. the generic path through your app, you’ll be able to engage customers proactively.

Enjoy the flexibility of a shared doc, in-app

Templates give you scale, but tailoring it per customer makes it come alive.

No matter how slick the product is, humans and relationships are best at discovering relevant context. If your team has personal touchpoints with a customer, whether on a call or over Slack, that context can inform what guidance or nudging the customer might need next. Traditionally, these next steps are communicated in a doc or over email, both of which get lost.

In Bento, any guide can be modified (content, order of steps, and even step completion status) by a customer success manager. This way, those relevant details are accessible in your product, and by each new user who needs this information.

Tip: Personalizing is particularly helpful for “rollouts”. If you’re a product that has an initial implementation and then rolls out to a wider group, consider swapping out the generic welcome video with one from your champion! It elevates your champion, plus feels relevant for end-users because it’s coming from someone they recognize.

Launch (and pause) automatically to manage overwhelm

The combination of guide launch windows and priorities helps you manage guides at scale.

Any team that has used an in-app messaging or help tool knows just how quickly well-meaning messages can add up to an onslaught of experiences. At that point, it doesn’t matter how targeted or tailored the happy path is – it’s just overwhelming.

Not only can you now pre-set a guide launch and pause date in Bento, you can also control the order in which they launch – we’ll handle the rest to make sure modals don’t pop up over other banners or an open guide!

The next time your team is thinking about what new guide, nudge, or onboarding flow to build, take the time to think about:

  • Who should get it
  • When (time or trigger)
  • Which other experiences should be sunsetted

We’re here to help (and can show you) how you can manage this in Bento, or create simplifications if you’re doing it yourself!

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