ChurnZero WalkThroughs are interactive, multi-step guides built directly into your product’s web interface. They can walk users through specific features, highlight important functionality for new customers, or deliver targeted content to the right person at the right time.

Because ChurnZero connects with your customer data source (like your application, CRM, support ticketing, finance/invoicing, and email systems), it can deliver smarter, highly targeted WalkThroughs based on user behavior and engagement. This ensures your messages are more relevant and timely.

Note: WalkThroughs are an add-on module. Contact your ChurnZero CSM for pricing and activation.

Examples of WalkThrough use cases:

• Display a Super Admin WalkThrough only for Admin users at Enterprise accounts who have completed onboarding.

• Show a Feature Reminder WalkThrough to users active for 3+ months, logged in 5+ times, and with an NPS score of 6 or higher.

• Trigger a Pro Tip WalkThrough after a user has searched 3 times without saving their search for quicker results.

Enabling WalkThroughs

Before beginning a WalkThrough, make sure: 

1. Your ChurnZero CSM has enabled Digital Tools and WalkThroughs for your ChurnZero account. If you are not sure whether you have these, please reach out to your CSM.

2. Under Admin > User Permission Groups, the "DevLess - WalkThrough Creation" permission should be set to "All" for the ChurnZero user(s) who need access to the in-app Admin Panel and the ability to create WalkThroughs.

   1. A WalkThrough must be associated with a PageTag, so it is recommended that users also have the "DevLess - EventMaps and PageTags" permission set to "All." For more details on this step, see Instrumenting Your App using ChurnZero DevLess.

3. 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. 

Configure the WalkThrough

Select WalkThroughs from the navigation bar in the Admin Panel to begin.

WalkThrough Overview Page

You will now be on the WalkThroughs Overview Page. This will show you all of the WalkThroughs that you have configured across your application, as well as some high-level information such as which page it launches on, how many steps it contains, and whether or not it is enabled. You can search for specific WalkThroughs by using the Search bar at the top of the page, or even filter to only show the WalkThroughs for the page you are currently on. 

 To create a new WalkThrough, click "Create" at the top right side of the panel.  You can edit, copy, or delete a walkthrough using the actions menu. 

WalkThrough Settings

This is where you can configure the settings of your WalkThrough. See an in-depth description of all of the settings below. Once you have configured all of your WalkThrough Steps, you can also use the "Preview All" option to see a preview of your WalkThrough in action!

• Name: Name your WalkThrough; the name you use should be concise but clear. This name will not show to your customers.
• Description: Internal note to describe what this WalkThrough is for. This 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 PageTag (see Step 8 of these instructions). A reminder that to create new PageTags, you need the "Devless - EventMaps and PageTags" permission.
• Trigger: You will have a few options to determine how the walkthrough should be triggered:
  • Element Click: WalkThrough will begin when the user clicks a particular element on the page. You will be prompted to search and select the element on the page that should trigger that WalkThrough to appear.
  • Page Visit: WalkThrough will begin when the user visits the selected Page.
  • Anchor: Allows you to select an icon that will appear on the page, prompting a user to click to begin the WalkThrough. Like an element click, you will be prompted to search and select an element on the page where we will place the Anchor. You will see the following settings when using an Anchor:
    • Target: Select the element where the Anchor will live
    • Background: The color of the background of the Anchor
    • Color: The color of the Anchor itself
    • Type: Choose the icon that you want to use for your Anchor
    • Size: Size of the Anchor
    • Position: Where the anchor will appear in relation to the element you selected
    • Vertical Offset: Allows you to make adjustments to the position of the target. Numbers above 0 will push the offset up, while negative numbers will push the offset down.
    • Horizontal Offset: Allows you to make adjustments to the position of the target. Numbers above 0 will push the offset to the right right, while negative numbers will push the offset to the left.
    • Tooltip: Optional text that can appear upon hover of the Anchor that can provide more information.
• Enabled: Is your WalkThrough currently on? If this is set to Yes the WalkThrough will begin showing to your customers after you end your Devless Session. Be sure your WalkThrough is disabled until you are ready to share it with the world!
• Start and End Date (optional): Use the Start and End Dates if you only want to have your WalkThrough be active for a specific period of time. Think of this as a Campaign period. The WalkThrough will only show if a user accesses the page within your specified time frame.
• 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.
• 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.
  NOTE: If the Walkthrough is set to show "Just Once", edits to the steps or Audience configuration will not cause the Walkthrough to appear again.
• Expires (Optional): This setting will appear when the "Show" setting is set to Every Time. Use this setting to set an expiration time frame for the WalkThrough once a contact enters the campaign. For example, if you could set the expires option for 7 days. This would mean that when the user first sees the WalkThrough, they would then see it every time they return to the page. After 7 days from the initial WalkThrough interaction, that user would no longer see the WalkThrough.

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.