Case Study

Calendly

Customer Success

Calendly, a high-growth B2B SaaS Company, helps individuals and businesses streamline their meeting scheduling process by allowing users to automate and optimize their availability.

Calendly is always rolling out new features and integration, and had a goal to enhance the user experience by making it easier for users to adopt the platform and understand its full potential. This in turn, would turn customers into brand advocates. The Customer Success Package supported these objectives by providing a series of instructional videos designed to:

• Address Common Queries with a Video FAQ Series
• Facilitate Smooth Onboarding with How-To Videos

Guiding Users to Success

Calendly’s How-To Videos help new users get started with ease, walking them through essential features like setting up their account, configuring event types, and integrating with calendars.

With over 20 videos created for the Calendly Help Center, these instructional videos offer a clear and engaging way to understand the product’s key functionalities. When users need help, they can quickly access these resources to get the right answers without needing to reach out for support, improving efficiency and reducing frustration.

Streamlining Support

Calendly’s Help Center features a series of relevant How-To videos that function as a Video FAQ Series, addressing common user questions and reducing support requests.

These videos cover everything from basic troubleshooting to advanced feature setups. For example, if a user needs help with Slack integration, there’s a dedicated video that addresses this topic.

The Customer Success Package had a positive impact particularly for the onboarding process. These clear and concise videos  empowered users to get started or learn about specific features without any confusion. 

This strategy lead to improved customer satisfaction, better product adoption, and more referrals from delighted customers who felt empowered by the resources provided.