The challenge: complex product, limited time, too many tickets

Hivebrite’s platform is powerful and rich in features: directories, live feeds, events, donations, mentoring, and more. But not every customer has every module in their contract, and not everyone will use every feature.

That created a few core challenges for the product team:

• Irrelevant information for the wrong customers
  For instance, donation updates were going to customers who didn't even have the donation module! A precise segmentation module was needed!

• Overloaded support with "bug" and “how-to” tickets
  With 20–25 features and many configuration options, less technical or time-poor admins often went straight to the support team with basic “How do I…?” questions. They were draining the team and wasting a lot of their valuable time.

• Email overload and unsubscribes
  Monthly release notes + extra updates = a lot of email. The more they sent, the more customers unsubscribed, which is dangerous when you really need to communicate something important later.

• No in-context channel in the back office
  Communication was mostly happening outside the product, even though the problems were happening inside the back office.

• WalkMe, their previous solution was too heavy to maintain
  Hivebrite tried WalkMe for tours and guidance, but building and maintaining everything was time-consuming and discouraging:

  “I spent so much time building the tours with WalkMe that at some point you just get discouraged. You don’t update them anymore, which is not a good thing.”
  Jacqueline Le, Project Manager - Implementation & Training

The team had a clear north star: reduce basic how-to tickets, communicate more proactively, and bring relevant information into the product instead of relying on email.

Why Hivebrite Switched from WalkMe to Jimo

When Hivebrite decided to move away from WalkMe, three things made Jimo stand out for Jacqueline.

1. An intuitive, modern interface

“I didn’t feel the need to check the knowledge base while building. It was quite intuitive.”

Building experiences in Jimo feels simple rather than overwhelming. Triggers, steps, and journeys are easy to navigate, which matters a lot when you’re the only person handling customer education and product comms.

2. AI-powered tours that actually save time

Back in July, Jacqueline implemented Jimo and used AI to create all her product tours:

“I created all of my tours with AI. As a non-native English speaker with no marketing background, that was huge. The tone was nice out of the box, and I could just tweak and add tips and best practices.”

Instead of drafting everything elsewhere and copy-pasting into a tool, Jimo’s built-in AI generates initial content in context. For Hivebrite, that meant:

• Faster setup for ~20 feature tours

• Consistent tone of voice

• More time to add value (examples, best practices) instead of just writing copy

3. Easy segmentation from day one

Hivebrite has detailed contract and feature data for customers. The goal was clear: stop pushing all updates to all clients.

With Jimo, Jacqueline could:

• Start simple by importing CSV/Excel lists to build segments

• Target messages based on who has which features in their contract

• Prepare for the Salesforce integration, now being tested, to automate this even further

“It sounds silly, but if you’re not technical you don’t want crazy complexity to build segments. I’m happy importing an Excel sheet. Jimo lets you start right away.”

4. Brand-aligned design without a designer

Jimo’s customization options made it easy to bring Hivebrite’s fonts and colors into tours, pop-ups, and resource centers.

“I haven’t studied design, but it was easy to duplicate what we have on our website—the fonts, the colors. Everyone is more excited because we have more customization on the design.”

5. Support that makes it safe to ask “dumb” questions

For Jacqueline, Jimo’s customer support (especially Marwan, Product Specialist & Customer Success Manager at Jimo) was a defining factor:

“He (Marwan) was super responsive, very nice, always took time to jump in. Sometimes when you had bad experiences before, you don’t want to ask questions because you don’t want to be judged. With him, it’s like, ‘Okay, it’s fine, he’s nice.’”

Jimo helped Hivebrite:

• Launch quickly before Jacqueline’s summer holidays

• Support her colleagues while she was away

• Move faster without fear of asking questions

“In three months with Jimo, we did more than in a year with what we had before.”

Transformation in action: Jimo across Hivebrite’s customer journey

Once Jimo was live, Hivebrite started using it across several key workflows.

1. Feature-specific resource centers in the back office

For each major feature in the back office, Jacqueline created a dedicated Resource Center using Jimo:

• Links to relevant knowledge base articles

• Documents and collateral

• Recordings of past events and training sessions

• Now, an AI search field is connected to their knowledge base

“We’ve been testing the new AI search for about two months. Our clients often have very specific use cases. It helps them quickly see what they can do with the product, which also makes it easier to understand what they can’t do.”

This AI layer acts as a first filter:

• If the answer is easy, AI or docs will surface it.

• If the customer still opens a ticket, Hivebrite's support team knows it’s likely a more important, non-trivial issue.

“If you don’t even make the effort to type a question into AI, maybe the question was not that important in the end.” Jacqueline Le

2. Targeted product updates instead of mass emails

Hivebrite still sends a monthly release note by email, but many updates happen in between. Before Jimo, that meant sending mass emails that often reached people who weren’t concerned… which led to a high risk of unsubscribes.

Now, product managers submit update requests through a form or DM. Jacqueline then:

• Designs a targeted pop-up in Jimo

• Chooses the right segment (for example, only customers with the donation module)

• Decides whether to show it once or every day until action is taken

• Tracks who saw the message and who clicked the CTA, helping her to take action

“In September, instead of sending more emails, I did six or seven pop-ups for product updates. And I can see exactly who saw each message.”

This directly addresses one of the internal team’s biggest fears: customers later claiming they were never informed.

“One of the things that scares the team the most is clients saying, ‘You never told us about this.’ Now I can list who saw the message, even screenshot it if needed.”

3. Proactive bug communication and workarounds

When Hivebrite had a bug that took a few weeks to fix, they used Jimo to stay ahead of the support burden:

• A small “shiny dot” (Jimo Hint feature) was displayed to customers using the affected feature

• Hovering over it revealed what the bug was and how to work around it

• The message included the support email if more help was needed

“It was nice to avoid having more tickets opened and to be very proactive: ‘We know it’s not working as expected, we’re already on it, here’s a solution in the meantime.’”

A Faster Launch and More Done in Less Time

Timeline-wise, Hivebrite moved quickly:

• June: Signed with Jimo

• Early July: Initial implementation and tours live

• August: Jacqueline on holiday, with Jimo already running and support covered

• September: AI search added to Resource Centers; multiple pop-ups replacing emails

“We launched before my holidays to have something to track when I was back. Honestly, in three months of Jimo, we did more than in a year of what we had before.”

Looking Ahead: Upsells, Salesforce, and A/B Testing

Hivebrite is just getting started with what Jimo can do.

Next steps include:

• Salesforce integration to automatically sync contract and feature data into Jimo segments

• Upsell journeys showing contextual pop-ups or icons to customers who don’t have a specific feature yet, with CTAs to contact their CSM

• A/B testing and AI-generated variants using Jimo’s new experimentation capabilities to test different copies and designs without writing everything manually

“We’re going to use Jimo for upsells as well, to show a new icon for clients who don’t have a feature and follow up with their CSM.”

The bottom line: right info, right customer, right time, right place

When asked to summarize the value Hivebrite gets from Jimo, Jacqueline comes back to a familiar formula from her former life in revenue management:

“I think Jimo helps us bring the right information to the right customers, at the right time, at the right place.”

What used to be a mix of overloaded email campaigns, under-used tours, and rising how-to tickets is turning into:

• In-context communication directly in the back office

• Rich, AI-powered resource centers per feature

• Proactive bug communication with clear workarounds

• Targeted, trackable pop-ups instead of blunt email blasts

• A support experience where basic questions are filtered out, and truly important issues get the attention they deserve

A product manager’s recommendation

If another product or project manager asked Jacqueline why Hivebrite chose Jimo, her answer would be simple:

• Hivebrite moved four times faster with Jimo—achieving in just three months what previously took an entire year with WalkMe—thanks to an intuitive interface that makes product comms easy even for a team of one.

• With AI-powered tours and AI search, Hivebrite quickly built over 20 high-quality tours, saving hours of manual work while delivering clearer, more helpful guidance to users.

• Segmentation and targeted in-app messages drastically reduced unnecessary mass emails and the risk of unsubscribes, ensuring every customer sees only what’s relevant to their contract and usage.

• By surfacing answers directly in its platform, Hivebrite filtered out basic “how-to” questions, meaning fewer support tickets and smoother adoption of key features across the platform.

• In-app communication became far more effective, driving better feature awareness while strengthening the relationship with users, supported by a customer success team that feels like a true partner, not just a provider.