How Klevu Enhanced Adoption and Reduced Time-to-Value by 50% with Userflow

Growth often brings complexity, and for Klevu, an AI-powered product discovery platform for e-commerce brands, this was no different. As the team expanded its offerings, the onboarding process became more complicated. All of this meant that they needed to evolve their workflows in order to continue to deliver successful onboarding. 

So Klevu needed a more efficient solution to ensure that users could quickly experience the value of their products, without being bogged down by lengthy onboarding or high support demands. In their search for a tool that could streamline user adoption, reduce implementation time, and enhance feature engagement, Klevu discovered Userflow. 

Today, let’s talk about how Klevu used Userflow to overcome their challenges and found a path to successful product-led growth. 

The Challenge: Lengthy Onboarding Times and Low Feature Engagement

Klevu’s mission is to enhance product discovery and increase conversions for e-commerce merchants, and they were growing successfully, with high profile clients like Puma and Toys R Us. However, as Klevu’s product expanded, so did the challenges. Their existing onboarding process took 45-60 days on average, which was far too long. Moreover, the team had to constantly intervene during the onboarding to assist users (ranging from CxOs, technical users, and analysts).

Klevu also struggled with effectively communicating new features to users. Launches lacked the visibility needed to drive engagement, which meant fewer users were adopting new features. Adding to the frustration, Klevu’s support team was overwhelmed with basic “how-to” inquiries on top of assisting users with their onboarding, further stretching resources and leaving customers waiting too long for answers.

Klevu knew they needed a solution that could reduce onboarding time, decrease support tickets, and improve feature adoption, which is why they turned to Userflow.

"Building a great product is just the start—the real key is guiding users to make the most of it. Striking the right balance between an intuitive customer experience and effective product adoption is essential for success."

- Danish Refai, Product Manager

Enter Userflow: The Solution to Klevu’s In-App Challenges

Immediately, Klevu saw the potential Userflow had in addressing their challenges.  Userflow’s no-code onboarding platform offered a range of features that aligned perfectly with Klevu’s needs:

Guided Flows and Checklists

Klevu needed clear, step-by-step guidance to simplify complex user journeys, and Userflow’s customizable and easy-to-use flow builder was the perfect fit. With Userflow, Klevu would be able to quickly deploy onboarding flows and checklists. 

In-App Announcements

Userflow’s flexible in-app notifications would allow Klevu to deliver announcements directly to users, ensuring greater visibility and engagement of their new features. 

Self-Serve Guides and Support

Instead of waiting for responses from support, users could explore Klevu’s features at their own pace, making it easier to adopt new tools and functionalities. In addition, Userflow’s resource center widget meant users could get access to answers to basic level questions at any time. 

User Segmentation

With Userflow’s segmentation, Klevu would be able to target users based on different attributes, which would allow for increased personalization of user experiences. 

Analytics 

Userflow also came with analytics capabilities, which would allow Klevu to track user behavior for insights on whether their product adoption efforts were successful, as well as how to continuously improve their onboarding flows by asking for feedback. 

Integrations 

Lastly, Userflow’s integrations with Klevu’s existing tools such as HubSpot meant Userflow could seamlessly slide into Klevu’s tech stack.

"From my own experience, it’s a must for product managers to consider onboarding tools at the start of their product development journey, rather than only thinking about it when you’re struggling with weak user engagement. You need to be proactive about it."

- Danish Refai, Product Manager

Implementing Userflow: A Phased Rollout for Long-Term Success

To ensure a smooth transition, Klevu adopted a phased approach for implementing Userflow, each building on the last to ensure the tool was fully integrated:

In the first 2-3 days, Klevu began by quickly going through basic script integration to start deploying with Userflow. 3-4 months later, they expanded by adding user groups and companies. In the final phase, Klevu incorporated over 80 user and company attributes.

While the phased approach added a little bit more time to the overall rollout, it made sure that Userflow was completely integrated into Klevu’s workflows and led to more refined and personalized user experiences. 

Results: Faster Onboarding, Higher Engagement, and More Satisfied Users

The impact Userflow had on Klevu’s onboarding and customer support was clear and measurable. Here’s what Klevu achieved:

Reduced Onboarding Time

Klevu slashed implementation time by nearly 50%, with average onboarding duration dropping from 45-60 days to 20-25 days. Users were able to reach their “aha moment” faster, shortening time-to-value and driving early adoption.

Lower Support Demand

The number of low difficulty “how-to” inquiries decreased, allowing the customer success team to focus on more strategic support interactions with higher value.

Increased User Engagement

First of all, in-app guides and flows led to a 23% increase in average app usage sessions, pointing to an uptick in user engagement. Moreover, the implementation of Banners saw user participation in monthly product town halls rise by 45%, indicating higher engagement with new feature launches.

Successful Launch of New Programs

Upon seeing just how powerful Userflow was, Klevu wasted no time in expanding its usage of Userflow. Particularly, Klevu successfully launched a refer-and-earn program with Userflow, generating additional revenue and sign-ups. It also implemented Userflow to their new product, Asklo, a week after its launch. 

“Userflow has transformed how we support our customers by delivering timely, relevant information exactly when it's needed. With instant access to guides and documentation, users can resolve questions independently and get answers right away—without the wait for customer support. It’s been a game-changer in empowering our users and reducing friction in their journey.”

- Danish Refai, Product Manager

What Klevu Learned: Key Takeaways for SaaS Onboarding

Other than how Klevu saw success with Userflow, the team also gained several key insights into user onboarding. 

Start Adoption Early 

Implementing Userflow early in the product development lifecycle proved crucial. By having onboarding flows right at the onset of launching new releases and features, Klevu was able to boost customer retention and satisfaction.

Personalization Drives Engagement 

Userflow’s segmentation and analytics helped Klevu tailor and personalize user journeys, leading to higher engagement and reduced churn.

Iterate Based on Product Insights

The ability to gather real-time feedback and refine onboarding flows based on user behavior enabled Klevu to continuously improve the onboarding experience, such as being able to identify churn risk and proactively address it. 

"Userflow enables us to share valuable user behavior insights with our customer success and support teams, empowering them to make smarter, proactive decisions. It’s given our teams the tools to anticipate needs and address issues before they even arise."

- Danish Refai, Product Manager

Userflow As A Catalyst for Growth

As of now, Userflow has become more than an onboarding tool for Klevu—it’s a critical component of their growth strategy. The results speak for themselves: faster onboarding, lower support needs, and higher engagement rates.

But aside from the outcome, Klevu’s product team also finds Userflow a joy to work with, thanks to its intuitive interface, ease-of-use, and responsive support. Moving forward, Klevu is exploring ways to further integrate Userflow into their product ecosystem, potentially expanding its capabilities to include more direct user communication features. 

"Userflow is so easy-to-use. And their support is simply the best. Quick replies, thorough follow ups, making sure that we’re well taken care of. Also very receptive to feedback as well."

- Danish Refai, Product Manager

As Klevu continues to grow and refine its product offerings, we are excited to be a partner in growth with Klevu, and work together in delivering scalable and personalized onboarding experiences that drive long-term growth.