“Before Trace, we spent a lot of time re-explaining the same steps. Now, we just share a guide and customers get it instantly.”

‍

‍

In the fast-paced world of productivity tools, ClickUp stands out for its flexibility and feature-rich platform. However, with so many powerful capabilities comes the challenge of helping customers quickly grasp the product's functionality—especially when dealing with ad-hoc queries.

To address this, ClickUp's Customer Success Team turned to Trace. By embedding step-by-step interactive guides directly into their support workflow, they reduced response times and empowered customers to self-serve more effectively.

‍

The Challenge: Navigating ClickApps & Email Functionality

ClickUp’s customizable features, like ClickApps, allow teams to tailor their workspace to their specific needs. However, many users found these features overwhelming and were unsure how to:

• Identify which ClickApps to enable
• Configure ClickApps for their specific use cases
• Set up and use the email functionality within tasks

The result? A flood of recurring questions for the support team, slowing down response times and creating friction for customers trying to get work done.

‍

The Solution: Embedding Trace Guides for Instant Clarity

With Trace, the ClickUp team created interactive guides that were:

• Embedded directly into support replies: No need to send customers to external documentation.
• Accessible in their Notion knowledge base: Making self-serve resources more intuitive.
• Customizable for different user segments: Tailoring guidance for admins vs. general users.

‍

Example: Setting Up ClickApps

When customers asked, "What are ClickApps and how do I use them?", the support team simply shared a Trace guide. The interactive tutorial walked users through:

1. Navigating to Workspace Settings
2. Choosing and enabling relevant ClickApps
3. Customizing settings for team-specific workflows

‍

The Impact: Faster Resolutions & Happier Customers

With Trace, ClickUp saw measurable improvements:

• 📉 35% reduction in repetitive queries related to ClickApps and email setup
• ⏱️ Response time dropped by 40% for these ad-hoc questions
• 😊 Higher customer satisfaction as users solved issues independently

‍

Find out how Trace can boost your CS team:

If your customer success team is overwhelmed by repetitive, ad-hoc queries, Trace can help. Create, embed, and share interactive guides in minutes—directly within your documentation, chat responses, and product interface.

Read more