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Microsoft Bing Ads Uses Strategic In-App Guidance to Speed Up Advertiser Onboarding and Solve Customer Pain Points.

employee support

Requests for Support
Double-digit drop

Empower productivity

Development Cycle
Shortened

Microsoft Bing Ads, a platform that helps advertisers reach customers with search engine marketing (SEM) on Bing and other web search engines, was seeking a way to solve common customer pain points, increase feature adoption, and speed up advertiser onboarding. They hoped to encourage user self-service in order to reduce incoming requests for support.

Microsoft Bing applied Walk-Thrus in strategic locations in order to guide users through complex processes and preemptively answer frequently asked questions. WalkMe’s analytics tools allowed Microsoft Bing to pinpoint customer pain points and tailor Walk-Thrus specifically towards those identified moments of frustration. After implementing WalkMe, Microsoft Bing Ads saw a 13% reduction in support calls.

As a tech company, it’s very tempting for us to say, "We can build it ourselves,” but this would have required us diverting our time away from building Bing Ads features that customers have been asking for. We had a vision of how we wanted to improve the customer experience, and WalkMe already had the tools we needed. We are now able to quickly make changes in guided tours without having to build new tools or work around development cycles.

Haily De La Cruz

Program Manager

About Microsoft Bing

Microsoft Bing Ads is a platform that helps advertisers reach customers with search engine marketing (SEM) on Bing and other web search engines. Bing Ads is a pay-per-click (PPC) advertising system. This means that advertisers bid based on how much they are willing to pay per a click on their ads, and advertisers only pay when searchers click on their ads. Hundreds of thousands of advertisers choose Bing Ads every month because Bing powers nearly one in three U.S. searches and 15 billion searches worldwide.

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