Introduction

In the realm of sports scheduling software, Diamond Scheduler has been leading the pack since its foundation in 1999. 

As a robust platform that helps schedule different sports for leagues of all sizes, it's critically important for Diamond Scheduler to offer high-quality, instructive tutorials to their customers to help them schedule with ease.

When it came to explaining its intricate functionalities to both existing and potential users, Diamond Scheduler chose Mindstamp to add an interactive layer to their tutorial videos. 

Here's a closer look at this partnership and its outcomes.

Challenge

Diamond Scheduler's software, while powerful, often necessitated a learning curve. New users, in particular, faced challenges in understanding certain advanced features while dealing with multiple constraints from their players, coaches, umpires, and venues. 

The company's existing tutorial videos were comprehensive, but static - and they lacked direct engagement with the audience, and only provided high-level superficial insights, such as number of views. 

This frustration left Diamond Scheduler looking for an alternative solution that would help them increase user engagement with their tutorials as well as improve their content via unique insights.

Solution

Diamond Scheduler leveraged a number of Mindstamp’s features to increase the effectiveness of their tutorials as well as enhance their own understanding of customer behavior:

Interactive Elements: Diamond Scheduler added clickable buttons to key parts of their tutorial videos. These buttons linked directly to relevant sections of their online documentation, support pages, or specific features within the software, ensuring viewers could instantly find more detailed information if needed.

Quiz Integrations: After major sections of the tutorials, Diamond Scheduler embedded short quizzes to test user comprehension. This added a two-fold benefit – users received immediate feedback on their understanding, and Diamond Scheduler could pinpoint areas where the content might need more clarity.

Feedback Loops: Diamond Scheduler added feedback prompts at the end of videos, allowing users to voice concerns, ask questions, or suggest topics for future tutorials.

Deep Analytics: With Mindstamp's analytics suite, Diamond Scheduler was able to track viewer behavior in detail, from understanding which sections were most watched to identifying drop-off points and button interaction frequencies. If a customer support representative was contacted by a customer, that representative could quickly see what tutorials they have watched so far.

Results

Diamond Scheduler enjoyed a number of benefits by making their tutorial videos interactive, including:

Increased Engagement: On average, users spent 35% more time on the new interactive tutorials compared to the old ones. The interactive elements ensured that viewers remained engaged and actively sought additional information.

Enhanced Comprehension: The number of support tickets from customers who watched the videos were lower compared to the previous year, and anecdotally "simpler" 

Valuable Feedback: By asking for feedback at the end of every video, Diamond Scheduler gained insight into what their customers did and did not understand, and how to create better content going forward.

Data-Driven Improvements: With detailed analytics, Diamond Scheduler was able to revamp sections of their software based on user interaction and feedback from the videos, leading to a more user-friendly platform.

Conclusion

Mindstamp's interactive video platform transformed Diamond Scheduler's approach to tutorials. Not only did they achieve better user engagement and comprehension, but they also built a feedback-rich environment that led to continuous improvement. 

"For companies looking to continually empower their customers while also getting insight into customer behavior, we would strongly recommend Mindstamp's interactive solution" - John Cross, Diamond Scheduler Operations

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