Note: ChurnZero WalkThroughs is an add-on module. Please reach out to your ChurnZero CSM for pricing and feature activation.

WalkThroughs are  multi-step guides that integrate into your product’s web interface and direct your users through specific features, showcase the application for new users, or simply display content to the right person at the ideal time.

Because ChurnZero is integrated with the systems that contain your customer data – including your application, CRM, Support ticketing system, finance/invoicing system, email inbox and more – it has a very deep understanding of your customers’ and users’ behavior and engagement. This means ChurnZero WalkThroughs are smarter and more targeted – and therefore are more relevant to your customers. 

Some examples of WalkThroughs in action:

• Show the “Super Admin” WalkThrough for users who are “Admin” users at “Enterprise” accounts that have been “Onboarded”.
• Show the “Don’t Forget About This Feature” WalkThrough after a user has been with you for 3 months or more, logged in five times, and as given you an NPS score of 6 or above.
• Show the “Did You Know?” WalkThrough the third time a user has searched in your system but not saved that search for quicker results.

Enabling WalkThroughs

Before beginning a WalkThrough, make sure you have handled the following prerequisites:  

1. Your ChurnZero CSM has enabled DevLess and WalkThroughs for your ChurnZero account. If you are not sure whether you have DevLess and WalkThroughs, please reach out to your CSM. 
2. Under Admin > User Permission Groups, the DevLess Permission has been set to "All" for the ChurnZero user(s) who should be able to access the in-app Admin Panel and create WalkThroughs. 
3. The instance of your application that you'll log into to create WalkThroughs has an active Success Panel. 
   1. For more detail on steps 2 and 3, see Instrumenting Your App using ChurnZero DevLess.
4. You've started a DevLess session (by clicking on your name in the upper right and selecting "Start DevLess") and you've logged into your application in a separate browser tab or window. 

Launch the Admin Panel (DevLess)

Once in your application, go to the top of the Success Panel and click the wrench icon to launch the Admin Panel:

Configure the WalkThrough

Select WalkThroughs from the left-hand navigation bar in the Admin Panel, and click the blue + button to begin:

WalkThrough Settings

Configure the settings of your WalkThrough:

• Name - Name your WalkThrough; the name you use should be concise but clear. This name will not show to your customers. 
• Page - Select the Page where the WalkThrough will appear. You should also be on this page as you design the WalkThrough so your previewing will work. If you want the WalkThrough to appear on a Page that has not been tagged, create a new Page Tag (see Step 8 of these instructions). 
• Trigger - Set if the WalkThrough should be triggered when the user clicks a particular element on the page ("Element Click") or when the user visits the selected Page ("Page Visit"). If you select "Element Click", search and select the element on the page that should trigger the WalkThrough to appear. 
• Show - Set if the WalkThrough should show "Just Once" (i.e. the first time the user hits the defined Trigger while qualifying for the Audience) or if it should show "Every Time" the Trigger occurs.
• Audience - Set the Account and/or Contact Segment(s) that qualify to engage with this WalkThrough. If you do not select any Segments, the WalkThrough will be available to all active Accounts and Contacts. 

TIP: The Trigger, Show, and Audience settings can be used together to target customers/users in highly specific scenarios, allowing you to deliver extremely relevant guidance at the ideal time. 

Example: Let's say your application allows users to search. Your users don't have to save their searches, but it is recommended that they do for faster searching going forward. To target users who do not seem to know about saving a search, your Trigger would be the "Search" button, your Show would be "Just Once" and your Audience would a Segment of contacts who have searched at least 3 times but have never saved a search.

WalkThrough Steps

Next, click the "Add Step" button to add steps to your WalkThrough. A WalkThrough must have at least one step.  

There are three (3) available step types:

• Pop Up - A pop up appears in the middle of the user's screen and grays out the app behind it. To engage with the app, the user must either close the pop-up or move to the next step of the WalkThrough. 

• Slider - A slider appears from a selected direction (top center, bottom right, etc.). While it will cover part of the app, it does not block the user's engagement with most of the app. 

• Tooltip - A tooltip highlights a specific element/section of a page, focusing the user's attention.  

For each step, you'll be able to define:

• The content
• The look
• The call-to-action button

• General Settings
  • Step Name - Name the step; the name you use should be concise but clear. This name will not show to your customers. 
  • Type - Pop Up, Slider, Tooltip
    • Pop Up Specific Settings - There are a few settings that will only show if you set Pop Up as your step type:
      • Corner Radius - This dictates the rounding of the pop up's corners. 
    • Slider Specific Settings - There are a few settings that will only show if you set Slider as your step type:
      • Position - Set the direction the slider should come from (Top, Bottom, Left, Right, etc.). 
    • Tooltip Specific Settings - There are a few settings that will only show if you set Tooltip as your step type:
      • Target - Search and select the element on the page that the tooltip should highlight. 
      • Position - Set where the tooltip should show in relation to the selected Target. Note that if the tooltip will be unable to show based on your selection (i.e. it would be off the page), ChurnZero will automatically select a new position. 
      • Corner Radius - This dictates the rounding of the tooltip's corners. 
  • Background Color - The color that should appear behind the step's content. The content preview on the right-hand side will update with your selection
  • Close Color - The color of the "x" that allows the user to close the step.
• Content Settings
  • Content Editor - Design the content of your step, including text, images, videos, gifs, buttons, and merge fields. 
  • Call to Action Button - Each step in a WalkThrough will have a CTA, which moves the user to the next step in the WalkThough. 
    • Text - Text for the button.
    • Text Color - Color of the button font.
    • Alignment - Placement of the button within the step.
    • Button Color - Color of the button itself.
    • Background Color - Color of the are behind the CTA. 

As you create a step, you can preview your work by clicking the "Preview" button in the upper right:

You can also preview all your steps in sequence by clicking the "Preview All" button at the top of the list of steps:

 From the list of steps in the WalkThrough you can also drag and drop to reorder your steps:

A Walkthrough in action: