The challenge: A powerful product that doesn't always explain itself

Filestage is an online proofing and review platform that helps teams share, discuss, and approve content in one place. With a rich set of features spanning file review workflows, approval processes, version control, AI reviewers, and team collaboration, it's a product teams rely on daily.

But with depth comes complexity. As Nika explains:

"There are some elements where the product is not as self-explanatory as maybe it should be. It's very hard, without any further guidance, to assume that people are going to be able to figure it all out on their own."

The team faced a core challenge: their trial users weren't getting enough guidance to understand the product's full value, and existing customers weren't discovering advanced capabilities that could deepen their engagement and retention.

Before Jimo, Filestage had experimented with UserGuiding and Intercom for some in-app communication, but neither tool offered the depth and flexibility the team needed. There was no specialized solution to build the kind of contextual, segmented, in-product education they envisioned.

Why Filestage chose Jimo

When evaluating tools, Nika and her team tested Gleap's built-in product tour feature alongside Jimo. The decision came down to two clear differentiators:

1. Advanced segmentation that scales

Jimo's segmentation capabilities stood out immediately. Filestage needed to deliver different experiences to different user groups — trial users vs. paid customers, beginners vs. power users — and Jimo made this straightforward. The team has since created 92 segments, enabling highly targeted experiences across their entire user base.

"I decided to stick with Jimo because it was better for segmentation, and it felt more advanced in certain areas, mostly for segmentation and setting up those tours exactly how we wanted them."

2. An interface that makes you want to build

The team didn't need weeks of training. Jimo's drag-and-drop editor made it easy to start building experiences right away, even without technical expertise — and the numbers prove it: 28 experiences built in just one month.

"I really like how nice the interface is and how easy it is to just drag and drop and play with it. I'm not even like an expert and you just spend a couple of days in it and you're really good."

Transformation in action: Jimo across the customer journey

Filestage uses Jimo across the entire customer lifecycle, from trial activation to long-term retention. With 28 experiences, 92 segments, and 82 event trackers deployed, the team has built a comprehensive in-product education engine.

1. Trial activation: Educating users when it matters most

The first priority was improving the trial experience. Filestage built product tours designed to teach new trial users the basics, guiding them toward key activation milestones like uploading their first file.

One of these tours — a 5-step walkthrough teaching users how to review websites, leave feedback with comment mode, navigate comments, and use annotations — reached 1,882 users with a 46% completion rate. That means 870 users completed the entire flow from start to finish.

With Jimo's goal-tracking feature, Nika could monitor whether users were actually completing the actions that matter.

"I liked the fact that you can set up the goals for each of the tours or each of the experiences within Jimo. I started seeing improvements in those smaller conversions. I could track that and see improvements. We are actually engaging people better than we used to and educating them."

2. Retention: Extending education beyond the trial

Once trial users converted to paid customers, Filestage didn't stop there. The team set up engagement product tours to introduce advanced features — like the AI reviewer — that add long-term value but that users rarely discover on their own.

A dedicated 3-step tour walking users through adding and configuring an AI reviewer achieved a 53% completion rate across 224 users. More than half of the users who started the tour successfully set up their AI reviewer.

"We set it up so that in the trial, we're aiming to have people learn how to use the tool with mostly basic features, and then we reopen new topics, like more advanced features, in further phases."

"When I see that there's a couple of steps in product tours, and a significant number of people are actually completing it, the conclusion there is that it's working."

3. Feature discovery through contextual hints

Beyond full product tours, Filestage uses Jimo's hints feature to drive feature discoverability at scale. A great example: a simple hint encouraging users to explore version comparison ("Keep versions organized — compare them side by side to accelerate your review process") reached 1,285 users and generated 567 clicks to start the related tour — a 44% click-through rate.

This approach directly reduces support load: when users discover features through contextual hints rather than opening tickets, it's a natural deflection engine.

"People are actually finding out about our automations, looking into integrations. It's really good for product discoverability."

4. In-app surveys for lead generation

Beyond education, Filestage also uses Jimo's survey feature creatively: not just for product feedback, but to identify users who might benefit from a conversation with the team.

"We would introduce ourselves and say, if you're looking to get more value and you want to speak to someone, you can book your time here or leave your contact for us to reach out to you."

5. Contextual communication without the spam

One of the reasons Filestage values Jimo is the ability to reach users at the right moment, inside the product, without overwhelming them. With 92 segments, every experience is precisely targeted.

"It allows us to have more contextual stuff without spamming them, because we know they can be a little bit sensitive to getting spammed. So we're cautious, but we're also engaging them better."

The results: 28 nudges, real impact

The value: Real-time education inside the product

When asked to summarize Jimo's value, Nika came back to a fundamental insight about SaaS communication:

"I really see it as a big step up for us to be able to have this very direct communication, very relevant in-context communication with our customers. It's bringing us closer to them without using channels that are not in the tool."

"When you're working in a SaaS, it's mostly important that they are using your product well enough. You're trying to find all sorts of channels to reach out to them, to educate them through email or whatever, or through social media. But I feel like this type of tool is really helpful for actually putting that into action. Here's how you can use this, here you can do this. In real time."

Looking ahead

With 28 experiences already live and 92 segments in place, Filestage is just getting started. The team is focused on:

• Deepening retention efforts with more advanced product tours for existing customers

• Improving survey strategies to increase response rates with more contextual targeting

• Expanding product discoverability by systematically covering all advanced features with hints and tours

• Leveraging event tracking data from their 82 trackers to optimize the customer journey

Why Nika recommends Jimo

1. Ship fast, learn faster

"28 experiences in one month — the drag-and-drop interface makes it so easy that you're productive in just a few days."

2. Segmentation that actually works

"92 segments let us target exactly the right users with exactly the right message. Jimo was better for segmentation and felt more advanced than alternatives."

3. Completion rates that prove it works

"46% completion on a 5-step tour, 53% on our AI reviewer setup — when a significant number of people are actually completing it, the conclusion is that it's working."

4. Feature discovery that reduces support load

"A 44% click-through rate on our hints means users find answers themselves. That's naturally fewer support tickets."

5. Education that reaches users where they are

"This type of tool is really helpful for actually putting education into action, in real time, inside the product."

Filestage went from scattered communication to 28 targeted in-app experiences in a single month — driving trial activation, feature discovery, and long-term retention with Jimo.