What will you learn from this case study:
- How Chemsoft enhanced self-service support within its platform.
- How the Product Team built its user onboarding using in-app support elements.
- How Announcements (Newsfeed) deliver critical regulatory updates.
- How Chemsoft's Product Team leverages analytics and incorporates user feedback.
"By incorporating in-app support features, we've empowered customers to find answers on their own—cutting recurring questions by 30% and lightening the load on our support team."
Jaakko Tarhanen
Product Manager, Chemsoft
Challenges:
- ❌ Feature-rich platform with navigation difficulties
- ❌ Regulatory Updates, which users must stay informed about
- ❌ High support ticket volume
Solution:
- ✅ Life Ring Button (help center) - A central in-support and onboarding widget that helps users in self-navigation.
- ✅ Knowledge Base (learning center) - A repository for all documentation and support content.
- ✅ Hints & Tours - Quick in-app navigation per platform sections.
Results:
30%
reduction insupport tickets
improved platform accessibility
increased customer satisfactionHow product team reduced support tickets
"The Life Ring Button is our central onboarding element, giving our users instant access to support, all articles and tutorials, as well as mandatory legislative updates related to chemical products."
- Jaakko Tarhanen, Product Manager at Chemsoft
Life Ring Button (help center) - the main Support Hub
The Life Ring Button (LRB) serves as a central support element in the platform, integrating:
- Knowledge Base (articles)
- Newsfeed section (announcements)
The LRB enhances user experience by providing contextual guidance based on user activity. Additionally, its search bar offers URL filtering, dynamically displaying relevant articles from the Knowledge Base to reduce the time spent searching. AI-powered search function, available in the Life Ring Button search bar (and in Knowledge Base), provides users with practical AI generated summaries of relevant articles based on the searched keyword, further improving efficiency.
AI-powered search bar in the Life Ring Button
Knowledge Base - a comprehensive learning hub
The Knowledge Base (KB) serves as a repository for articles, tutorials, and technical documentation.
- 📌 Structure: The Product Team defined five key functional areas—including Product, Organization, Risk Assessment, etc.—and created targeted set of articles for each.
- 📌 Content Format: Most articles include text, images, scans, and videos to enhance clarity and improve the “Aha!” moment for users.
- 📌 Localization: To improve the customer experience, Chemsoft's Knowledge Base is available in English and Swedish, automatically adapting based on the user's country at sign-up.
Although the KB could function as a standalone onboarding element (via a dedicated icon), the Product Team chose to integrate it within the Life Ring Button, ensuring a single help point for all users.
Knowledge base with AI-powered search bar functionality
Newsfeed (Announcement section) - delivering regulatory updates
To keep users informed about critical regulatory changes, the Product Team implemented a News (Newsfeed) section into the Life Ring Button to:
- ✅ Notifiy users of mandatory compliance updates.
- ✅ Share platform updates, upcoming webinars, and training sessions.
- ✅ Ensure timely communication about industry-related news.
Expanded Newsfeed section in the Life Ring Button (Help Center)
Hints - Contextual guidance
Within each platform section, the Product Team implemented hints and/or tours to provide:
- 🔹 Short, actionable instructions to guide users per each section.
- 🔹 Faster navigation, helping users go through important steps in the section.
Although the KB could function as a standalone onboarding element (via a dedicated icon), the Product Team chose to integrate it within the Life Ring Button, ensuring a single help point for all users.
Hint with Feature Tour
Power Tip
Leveraging Analytics for Continuous Improvement
To further optimize self-service support, Chemsoft's Product Team leverages Product Fruits' Knowledge Base analytics by:
- 🔹 Tracking the most searched keywords to identify user pain points.
- 🔹 Analyzing article feedback through user ratings (e.g., Was this article helpful? Yes/No).
- 🔹 Reviewing article feedback and search trends - If an article receives mostly negative ratings but is frequently searched, the team updates it to improve clarity and usefulness.
Future Plans:
To further enhance onboarding and navigation, the Product Team is developing a series of checklists, guiding new users through essential tasks tailored to their roles and needs.
Conclusion:
By integrating Product Fruits' in-app support elements, Chemsoft automated its user onboarding, enhancing user self-help and navigation. This reduced dependency on the support team and empowered users to navigate the platform independently. 🚀
About The Company
Chemsoft is a Sweden-based SaaS chemical management platform used by companies and industry professionals in over 80 countries. It helps them track and update their chemical product inventory, conduct risk assessments, manage approval processes, and ensure compliance with safety regulations.
