Reducing Client Confusion with Step-by-Step Portals in CoordinateHQ
For this team, client confusion was a constant pain point. Even with help documents and instructions in place, clients often skipped steps, misunderstood directions, or created errors that the team had to fix.
“We really were struggling prior to CoordinateHQ. We kept asking ourselves, why is there so much confusion with the clients?”
The Challenge
- Clients not following instructions
- Repeated back-and-forth despite documentation
- Confusion caused by disconnected help docs
- Team time wasted fixing client mistakes
The Solution: CoordinateHQ
By implementing CoordinateHQ’s deadlines, contingencies, and structured portals, the team built a step-by-step client journey that removed ambiguity. Clients could only see what was relevant at the right time, and couldn’t move forward until required steps were completed.
“Because we can make it so that clients cannot see certain things and cannot move forward, it helps them not break what’s already fixed. That was really helpful.”
The Results
- Reduced confusion: clients guided through the process step by step
- Fewer repetitive questions: minimized back-and-forth communications
- Improved experience: help content surfaced in context of the journey
- Operational efficiency: team no longer fixing client-caused errors
Testimonial
“Having everything embedded in the client portal, step by step, was really big for us. It minimized questions and confusion, and finally gave our clients a clear path to follow.”
