How Rankmi boosts in-app feedback collection and improves user satisfaction

Rankmi is a comprehensive Human Capital Management platform designed to enhance every stage of the employee lifecycle within organizations. It streamlines HR processes from recruitment and onboarding to performance management, payroll, and employee engagement. Their solutions offer tools for continuous feedback, talent development, and well-being programs, ensuring efficient decision-making and a unified approach to managing human resources. 

The need for a product experimentation platform

The team at Rankmi was in the process of switching from Intercom to a new customer support solution. At the time, they also built a few Intercom Tours to improve how they onboard users in their app. However, Rankmi felt Intercom lacked the depth of customization and display control. 

Without a dedicated adoption platform, Rankmi:

• Could not get creative with in-app patterns, limiting their ability to provide self-serve support and collect high-quality feedback.

• Was unable to use customer feedback effectively to validate product changes or updates.

• Struggled to understand user satisfaction and, therefore, did not know where to start improving their users’ experience.

• Was lacking an efficient way to engage international audiences, drive webinar registrations, and promote content that helps users succeed with Rankmi.

As the team shifted support tools, they saw the opportunity to bring in a specialized adoption solution that would enable more sophisticated targeting and a variety of in-app patterns that the team could use to educate users and gather feedback.

Rankmi found Chameleon easy to use and rich in customization options: between the multiple Microsurvey types and flexible Launchers, the team found the ideal solution to drive user engagement and adoption. 

Here’s how Rankmi leveled up their PLG motion by substantially increasing their feedback collection rate and leveraging user feedback to create a delightful user experience. 

First steps with Chameleon

The team wanted to experiment with self-serve patterns to educate new users, so after implementing Chameleon, they built a guided new user experience. The team created Walkthroughs and Tooltips that showcase the app’s features while users explore the platform. The goal is to present the available functionality and explain the various intricacies of the Rankmi platform. The Tooltips offer contextual assistance and improve user understanding of specific features.

Rankmi found that guided Walkthroughs aimed at getting users to complete different tasks were inefficient. So, the team optimized their self-serve Tours: they now have 1-3 Steps, no visuals, succinct copy, and no “asks” for the user. Product Tours can require too much investment to learn new concepts and perform actions that may not be relevant to users’ needs at that time. The team also came up with a motto, “not making the user dance”, by making every action valuable.

👇 Explore an interactive demo and learn how to create a product tour with Chameleon.

The Rankmi team has different kinds of users in their dashboard: company admins (customers) and company employees (end-users), so their messaging needs to be tailored. The team uses Chameleon Segments to target each audience and ensure personalized messaging. Rankmi can enrich their data in Chameleon with CSV Imports to “Tag” new users and update properties for more refined targeting. 

Rankmi has customers all around the world, so they use a “language” or a “country” user property in Chameleon to segment their audience and deliver localized in-app messages. This way, they can create a second Microsurvey or Tour variant and translate the content to fit users’ native language. Most of Rankmi’s Tours and Microsurveys have language variants for both Spanish and English users. 

💡 Chameleon Tip:  Localizing your in-app patterns increases engagement, accessibility, and satisfaction. When users can interact with announcements in their native language and within their cultural context, they are more likely to engage and spend more time using your platform. This leads to higher user satisfaction and fosters trust and loyalty, as it shows that you value the diversity of your user base.

Once users were accustomed to the pattern of product Tours, Rankmi introduced Microsurveys, which allowed them to collect valuable feedback from users. This feedback helps the team improve the user experience and increase engagement.

Microsurveys: key to improving the user experience and validating product changes

Rankmi decided to switch their NPS from email to in-app with Chameleon. Before, they sent monthly emails and received around 150 answers/year. Now, they show monthly NPS Microsurveys to admins in their app and receive the same number of responses in around two months. The team soon expanded to other use cases after seeing the 5x increase in NPS responses. 

Rankmi uses Microsurveys to measure user satisfaction, the ease of using the platform, and to validate product changes. Their goal is to understand users' challenges with the Rankmi app and use this insight to improve the user experience.

The team created two different Rating Microsurveys: one for end-users and one for admins. The CSAT for end-users gathers insights the team uses to improve the Rankmi platform. For example, they can learn if users have trouble logging in or if a feature is confusing and implement improvements accordingly.

Rankmi uses a “Timed Delay” to show the Microsurvey shortly after users log in. The team can control the page where the survey appears with URL Rules. By setting a quarterly Recurrence, the team can quickly check for new impressions as feedback comes into their account. 

The team enhanced their CSAT Microsurvey by adding a “Follow Up Step.” This Step prompts users to specify the area of the product to which their feedback relates, such as UX, performance, or existing features. This added data helps the team pinpoint broader areas of improvement and better prioritize users’ needs. The results show that over 50% of users are very satisfied with the Rankmi platform. 

👇 Explore an interactive demo of creating a Microsurvey with Chameleon.

Next, they launched a Microsurvey for admins to improve the relationship between Rankmi’s Project Managers and customers. By asking admins to rate the service each Project Manager provides, Rankmi can measure their team’s performance and effectiveness. 

The team uses URL Rules to control where they show their admin CSAT Microsurvey. Unlike their end-user CSAT, this displays immediately on the pages they choose when admins login. The CSAT survey has been well-received by admins, and the team continues to gather valuable feedback with the help of a monthly Recurrence.

The results are similar to those of the Microsurvey for end-users. Aside from increased responses, over 50% of users are satisfied with Rankmi’s Project Managers. 

Rankmi saw another win with Microsurveys when they went through a re-design of their learning management system. The team wanted to see if users would find the changes useful or confusing, so they created a Microsurvey to ask users for feedback. Over 65% of the respondents were very satisfied with the new experience.  

With so many insights piping into Rankmi’s account, AI Summaries for Microsurveys helps the team review feedback and identify opportunities to improve both the user experience and their product. 

Self-serve Resource Centers that cater to an international audience

Rankmi’s “Payroll” solution helps companies worldwide pay their employees. However, the process for paying each employee varies by country, making it difficult to provide support and make documentation relevant. The team built Resource Centers by country, helping users automate payrolls and manage paperwork in a personalized and tailored way to their location.

👇 Explore an interactive demo of creating a Resource Center with Chameleon. 

Chameleon’s out-of-the-box functionality made it easy for the Rankmi team to set this up. The team uses a ”country” property and created Segments for each Resource Center. This helps their team provide on-demand support by giving users access to localized, self-serve resources and Walkthroughs whenever they need a refresher.

A delightful user experience guides Rankmi’s multiple use cases

Today, different teams use Chameleon to announce product updates, promote events, or drive renewals. Between support, operations, and product, how do they ensure that in-apps don’t overlap and crowd the user experience?

The team has simple guidelines for everyone to use when creating an in-app pattern with Chameleon. They ensure the Segments are always relevant and contain the right user properties, such as the type or the country/language properties. They prioritize their in-apps based on the user's stage, so event promotions and CSAT Microsurveys will not appear to new users. 

Their CSAT Microsurveys also revealed the ideal time to prompt feedback requests or share event invites. Rankmi implemented their learnings into their internal guidelines and now waits for users to be well-accustomed to the Rankmi platform before asking for insights.   

Whenever the team builds something new, Ricardo will check if a Rate Limit is needed to ensure they don’t show too many announcements to users. With temporary campaigns, the team also sets an unpublish date after the event or campaign is over. This way, they don’t have to set a new reminder to do it manually, and they know users will always see relevant messages. 

What’s next for Rankmi?

Since adopting Chameleon, Rankmi has built over 80 Tours and Tooltips, 10 Microsurveys, and 16 Resource Centers in multiple languages and for various use cases. Rankmi improved user engagement and continues to improve the experience across their international user base.

The Rankmi Finance team uses an overlay Banner that informs customers when their payment is delayed. Next, they are excited to experiment with Embedded Banners, as the team feels the overlay style is outdated and out of place.

The team found an efficient way to ask for user feedback and integrate insights into their product growth. Now, they can confidently validate product development and keep a close connection with their users to know when they encounter challenges. 

Chameleon helped Rankmi’s product team be much more aligned when announcing product updates to users. With in-app announcements created after the update was live, they now have a very clear process for communicating and engaging with their users with each new update.