How ADDITIVE Used Floik to Reduce Support Tickets by 40%

ADDITIVE, a marketing and sales automation company, wanted to educate and engage its partners with:

• Seamless onboarding
• A visual knowledge base
• Access to on-demand support

But, in reality, the team spent hours conducting 1:1 calls to onboard every new partner. 

And the support team spent even more time stitching screenshots together for help center articles.

The result? ADDITIVE had to invest heavily on their customer success setup to deliver flexible and fast support.

Until they found a quick and convenient solution to streamline customer education…

The challenge: Customer education was tedious, effort-intensive, and high-pressure 

For ADDITIVE, educating customers about their platform is a priority. However, creating a self-serve knowledge base was ridden with roadblocks. 

The team followed a rather time-consuming process where they:

• Captured and annotated screenshots
• Added these edited screenshots to docs
• Wrote relevant steps for each image

The ADDITIVE team also used a bunch of different screen recording tools to create onboarding videos and tutorials. But most of these tools didn’t offer the capabilities to edit and enhance the output per their preferences. 

As a result, most of ADDITIVE’s help resources didn’t look as professional or visually engaging. 

“This was much more time-consuming and made updating videos after software updates or the addition of new features much more complicated.”

What became a bigger problem was the load of support tickets coming to their team despite all these resources in the knowledge base. 

They had to allocate more staff members to handle this continuous flow of tickets. 

“It was often difficult for clients to understand and execute workflows correctly. This led to a large number of follow-up questions and support tickets.”

More importantly, the team realized that conducting 1:1 partner onboarding calls was draining their resources—it wasn’t a scalable setup. 

The solution: Discovering Floik, a versatile platform to create interactive product showcases

ADDITIVE found a one-stop solution to tackle all their challenges when they discovered Floik. 

With Floik, the team could make their knowledge base more visually engaging and comprehensive in half the time they spent on this task before. They created several step-by-step guides to demonstrate different features and workflows of the ADDITIVE+ APPS. 

Here’s an example of the step-by-step guides made with Floik:

Building these guides for dozens of existing help center articles was a breeze. 

The team could simply walk through a workflow and Floik would:

• Capture + annotate screenshots
• Add contextual text for each image
• Insert links wherever necessary

These guides were also easily editable. So, they didn’t have to go through the time-consuming process of writing articles, taking screenshots, adding annotations, and more. 

Another way ADDITIVE leveraged Floik for customer education was in their partner onboarding process. 

Instead of having 1:1 calls with each client, they simply created explainer videos with Floik and shared links with the clients. This significantly reduced the time required to onboard new partners and maximized efficiency as well. 

Linde Schweiggl, the Customer Success Manager at ADDITIVE, shares:

“For me, the best feature is the ability to convert screen recordings into easy step-by-step guides to break down complex processes into clear instructions without having to take an individual screenshot of each step.”

The impact: Reducing support tickets by 40% in 3 months

In just three months of using Floik for customer education, ADDITIVE’s team witnessed a 40% reduction in support tickets. 

This was a clear indication that step-by-step guides and explainer videos embedded on their knowledge base gave customers the answers they needed. 

Plus, a decrease in support tickets was good news for ADDITIVE’s support team. They could quickly create help articles with Floik and focus on high-value tasks to increase customer satisfaction. Linde observes:

“The setup of the knowledge base was very time-consuming, as several tools were used and updates for new features could, therefore, not be implemented promptly. The large number of support tickets also required a lot of staff resources, which we can now put to more effective use elsewhere.”

Overall, ADDITIVE is a great example of how customers prefer to resolve issues independently rather than contacting support. 

So, creating meaningful knowledge base content can deliver ongoing customer education and reduce the pressure on your support team. 

Creating customer delight with self-serve support

Floik helped ADDITIVE engage and educate customers with visual content in their knowledge base. They could show their product in action and guide customers through visual cues instead of text-heavy help articles. 

Besides improving the customer support experience, Floik also enabled ADDITIVE’s support team to level up user onboarding with explainer videos. 

The result? Increased user engagement with the knowledge base, faster client onboarding, and a reduced number of support tickets.