Accounting Seed, a leading accounting software provider built on Salesforce, leverages Command AI’s full User Assistance platform – both Nudges and AI agent.
I wanted to understand what drove Accounting Seed to adopt these solutions and what their experience has been like.
To learn more, I sat down with Ylani Rabedeau at Accounting Seed.
The Problem
“We were looking for a way to provide in-app guidance and improve the support experience for our users without them leaving Accounting Seed. Our onboarding process is very hands-on with our Customer Success Manager and implementation teams, but we wanted to enable self-service product adoption beyond the initial signup. Despite having comprehensive help documentation, we were still receiving support tickets with basic questions already covered in our help docs, simply because users weren’t finding them.”
The Solution
“We evaluated several Digital Adoption Platforms (DAPs). What set Command AI apart was its seamless integration with Salesforce elements and the ability to future-proof our business. We saw Copilot [our AI agent] and HelpHub [our resource center] as significant differentiators.
Seeing a demo of another Command AI customer using Copilot to trigger a tour for setting up payroll was inspiring. It was clear and effective and as bringing AI to our platform is a major directive, there was no question that implementing Command AI was the best decision we could make.
Implementing Command AI was incredibly quick, and the customization options allowed us to align it with our brand. The more we use it and refine our content, the better it gets. The ability to customize everything in detail and maintain high UX standards without feeling like intrusive pop-ups is impressive. We use other products, but they often require extensive tweaking to meet our visual standards. Command AI, however, works seamlessly right out of the box.”
The Result
“My favorite aspect of HelpHub and Copilot is how they have simplified experimentation with our onboarding and growth strategies. Being a small team, not having to constantly update or spend time styling these tools has freed us up to focus on other areas.”
The feedback from their users has been overwhelmingly positive. Accounting Seed frequently hears that they appreciate the quick answers to their questions and the ease of access to helpful content.
Accounting Seed’s executive team have had extremely positive feedback about the Command AI implementation, particularly noting the quick time-to-value for the level of product they were able to stand up.
Accounting Seed went live with a very robust HelpHub and half a dozen Nudges; they have plans to incorporate Surveys and Checklists in future iterations.
Ylani remarked, “I wasn’t hearing anything about nudges, but then all of a sudden, every team wants a nudge,” highlighting how versatile the use case is for various teams like marketing and product.
