Civil.gg Case Study

Most businesses that use Hopscotch are pure SaaS, but Civil.GG is a growing gaming software and coaching business that needed help with customer churn.

And Civil GG is no small business. They generate 7-figure annual revenue, helping sports gaming customers get value via a suite of powerful, but increasingly sophisticated product features and tutorials.

As the product matured, so did the challenge: ensuring customers could easily understand and adopt everything Civil.GG had built. And the numbers were no longer small -- Civil GG was dealing with 10s of thousands of monthly users.

The challenge: reducing churn by making the product easier to learn

As founder of Civil GG, the CEO, Kenny Cox noticed a familiar problem emerging...

New and existing users weren’t always discovering or fully understanding key functionality—creating friction early in the customer journey and increasing the risk of churn.

“We wanted to reduce customer churn by making our products easier to learn how to use.”

Documentation alone wasn’t enough, and relying on support or manual onboarding didn’t scale. Civil.GG needed a way to guide users inside the product, at the moment they needed help.

The solution: in-product onboarding with Hopscotch

Civil.GG chose Hopscotch to create product onboarding tours that walk users through key workflows and features directly in the interface.

With Hopscotch, the team was able to:

• Build guided product tours without heavy engineering effort

• Onboard users contextually, inside the product

• Help customers learn by doing, instead of reading external docs

Implementation was fast and lightweight—an important factor for a lean team.

“We were very happy with how easy Hopscotch was to add into our website.”

The results: better product usage and smoother onboarding

Hopscotch was part of a broader churn-reduction initiative.

The result was a 5% monthly churn reduction attributed to Hopscotch.

After launching product tours:

• Customers were using the product more effectively -- unlocking more gaming schemes within the app, which increased usage

• Feature discovery improved -- new gaming schemes launched with a captive audience

• And of course, onboarding felt smoother and more intuitive

“We saw better customer usage after implementing Hopscotch.”

For Civil GG, Hopscotch became a key layer in their overall onboarding and retention strategy—helping customers get value faster without adding friction or support overhead.

Why Civil.GG chose Hopscotch

For a growing SaaS company, Hopscotch stood out for its balance of power and simplicity:

• Easy to implement

• Flexible enough to support evolving onboarding needs

• Designed for guiding real users through real workflows

By embedding learning directly into the product, Civil.GG created a better experience for customers, and a more scalable foundation for growth.