Eyal Lewinsohn

How to Create Truly Context Sensitive Help

Context sensitive help is a leap of effectiveness for user help and product documentation: it provides on-page help, allowing the user to stay in-app, instead of wandering away to another tab/window and breaking her concentration by leaving “the zone”. Today, any competent technical communicator can create context sensitive help with a little help from developer from the R&D team.

 

The DIY options for creating CSH are here, but they are not perfect. We wrote a 5-step guide, with some of the process’ shortcomings, so you know where you stand when approaching the operation:

 

  1. Create a map file
  2. Write the help topics outlined in the map file
  3. Integrate the context sensitive help into the code base
  4. Publish the help topics
  5. Test

 

Let’s dig a little into each and every one of these steps:

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Video Training’s Twin Problems (and one more)

As 2016 continues to unfold, there seems to be a lot of concern about the future of training. One of the hot topics of discussions is how training should evolve to support the changing needs of the millennials, who are becoming a majority in the work force. One of the hottest trends is video training – short 2 minute videos that are easy to follow and address.

 

Don’t get me wrong – video training is a massive improvement over lengthy text documents and manuals. Training videos epitomize the desire for advanced, creative and dynamic training solutions. For a long time video training was an indication of advanced technological capabilities and superior customer service capacity. They even made poor navigation design and confusing UX forgivable, because there was a way to bridge the experience.

 

But video training comes with a pair of unavoidable twin problems – cost and decay. They are connected in that special way things that cost too much and live a very short life are. That’s the TL;DR. Here’s a breakdown of the problems:

 video twin problems

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3 Problems with Context Sensitive Help Today

Time and again we are approached by technical communications experts asking if it is possible to create Context Sensitive Help (aka CSH or contextual help) using the Iridize training platform. The first time this happened I had to look up Context Sensitive Help, as the term was completely new to me. When it happened again and again it got me thinking:

 

  • Is there something missing with existing context sensitive help systems?
  • Can our own training platform provide a better solution to any of the existing problems that technical writers currently face in this arena?
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An Evolution of SaaS Analytics

Over the past few years, we have seen a rapid evolution of analytics unfold before our very eyes. Since the analytics ball is still rolling, it is exciting to see how changes in SaaS analytics design swiftly adapt to technology and marketing trends. Immediate history, analysis of current affairs and prediction, all rolled up in one. Kind of like a SaaS analytics dashboard.

Evolution-of-man

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6 words you should never, ever say to customers

6 words you should never, ever say to customers

How to Onboard New SaaS Users

Onboarding new SaaS (Software as a Service) users requires extra care, because the service element should be highlighted from the start. SaaS applications are supposed to be easily adoptable and with a minimum learning curve. Another reason adoption is critical for SaaS is because the field is highly competitive and a successful onboarding process is an essential part of outshining the competition.

 

While it goes without saying that your SaaS’ usability is a determining factor in its success, onboarding does not necessarily relate to features in your service, rather to the initial user engagement. So how do we optimize the onboarding experience for new SaaS users?

 

saas_onboarding_640

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Online Customer Support Strategies: How to Increase Self-Service Adoption

The subject of self service adoption has been gaining more and more momentum lately. Self service is no longer restricted to pumping gas or supermarket checkout: today this term applies to any form of customer support users can get through their own actions.

 

Many service providers are discovering the benefits of self service. The chief advantage is lowering customer support costs and saving valuable employee time. It is, however, important to remember the role of self-service in empowering users toward better use of your technology and a more profound understanding of how to navigate the UI.

 

increase self-service adoption

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WalkMe vs. Iridize Ratings / Competitive Reviews: Which is better?

We’ve updated our Iridize vs. WalkMe review 

read new review

 

Since we are often asked about the differences between WalkMe and Iridize, this post is an effort to provide you with an objective source of information about WalkMe vs. Iridize on-page guidance solutions.

 

Our approach is simple: We list the advantages and disadvantages of both WalkMe and iridize so that you can form your own opinion (though we are certainly more than happy to answer any questions you might have about WalkMe or iridize).

 

WalkMe

WalkMe Advantages:

  • WalkMe provides a feature-rich and fully-customizable walk-thru service that includes a welcome screen, auto-start and rich media capabilities, and branched walk-thrus.
  • WalkMe offers an easy-to-use editor that enables users to create walk-thrus without any programming knowledge.
  • WalkMe offers an analytics platform that allows their users to track the walk-thru usage statistics.
  • WalkMe walk-thrus can support multiple languages.
  • WalkMe offers turnkey project and professional services to help their clients create and manage their walk-thrus.

 

WalkMe Disadvantages:

  • WalkMe’s editor extension only works in the Firefox browser. WalkMe’s editor is not compatible with the Chrome, Safari, and Internet Explorer browsers.
  • WalkMe’s prices are significantly higher than any of its competitors. WalkMe also charges $100/hour for its professional services and thousands of dollars for its turnkey project services.

Iridize

Iridize Advantages:

  • Iridize provides a feature-rich and fully-customizable walk-thru service that includes a welcome screen, auto-start and rich media capabilities, and branched walk-thrus.
  • Iridize’s walk-thrus include a variety of usage rules that enable our clients to control when different types of users will be shown the walk-thrus.
  • Iridize offers an easy-to-use editor that enables users to create walk-thrus without any programming knowledge. The Iridize editor is compatible with all modern browsers.
  • Iridize offers an analytics platform that allows their users to track the walk-thru usage statistics.
  • Iridize walk-thrus can support multiple languages.
  • Iridize’s prices are lower than WalkMe’s.
  • Iridize offers unlimited turnkey project and professional services at no additional cost to help our clients create and manage their walk-thrus.
  • Iridize offers more than one type of guide (ex. on-page wizards, tips, and site tours)

Iridize Disadvantages:

  • Iridize’s editor is not as user-friendly as WalkMe’s editor (which is why Iridize provides unlimited turnkey project and professional support services at no additional cost).
  • Iridize is a smaller company than WalkMe with fewer resources at its disposal.

 

Learn more about Iridize’s features and benefits

how iridize works

WalkMe Competition: Who Are WalkMe’s Competitors?

This article is from 2013. Read an updated review:

WalkMe Alternatives in 2016

 

Not unlike most other industries, WalkMe has its fair share of competition.  There are a variety of competitors to WalkMe that offer competing on-page guidance tools. Most of WalkMe’s competitors, except for Iridize, cater to the self-service, lower end of the market. Their solutions are great for companies that don’t have a sizeable budget for on-page guidance tools. Here are some of their main differentiators:

 

Tutorialize has a nice, clean design, and their tutorial themes can be customized via adding a fully custom CSS into their extension. Their tooltips also “speak” Spanish and French. Their prices range from $9/month to $49/month, and their pricing model is based on number of tutorial plays and published tutorials.

 

 Tutorialize tooltip

 

TourMyApp are also multilingual and customizable. Their pricing range, based on the number of times their guides are used, ranges from $24/month to $250/month, and they charge an additional $100 per hour for professional services, which includes guide and analytics creation services.

 


 
TourMyApp tooltip

 

Taurus offers a nice drag-and-drop interface for tooltips, but no demos are available. In fact, you have to click “Sign up” to view the pricing page and only then proceed to check capabilities and features. Their pricing plans, which range from a free plan to $39/month, are based on pageviews per month and number of tours created.

 

And then there’s Iridize, which is probably the closest competitor to WalkMe.  Just like WalkMe, Iridize provides comprehensive, feature-rich and fully-customizable solutions for medium to large SaaS and enterprise customers. Iridize offers a variety of guidance solutions, not only walkthroughs, and Iridize’s pricing, which is based on the number of guides needed, includes an unlimited amount of “Extreme Support” and professional services.

 

  Iridize tooltip

 

WalkMe Pricing: How Much Does WalkMe cost?

Read our full comparison of Iridize and WalkMe. 

iridize vs. walkme

 

This article was originally published in 2013 and commentors have been updating it in the comments’ section of this post over the years. Please scroll down to the comments and read or contribute from your own experience. 

 

WalkMe  currently offer two plans: the free  plan and the paid custom plan. Most of the blog posts and directories listing WalkMe pricing have been taken down over the years, but this article by A Better User Experience – survived.  A quote from the article:

 

Now I’m starting to wonder who the target market is. I’m in all day long for $10/mo. if I can make a walk-thru how I’d like to. But these restrictions and pricing feel really limiting. Maybe I’m misunderstanding how they count walk-thrus but at $97/mo. we’re in the ClickTalk, SEOmoz, Raven Tools pricing territory. And for that cash the tool remains branded. Not ideal.

image

 

Have you received similar or different information about WalkMe’s pricing?  Please feel free to share what you know about WalkMe’s prices in the comments section below.

 

 

to iridize’s pricing

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