Digital Adoption(Opens in a new window), the site for pushing exactly that agenda for enterprise offices, knows that it’s hard for some people to comprehend new software—or even apps and programs they’ve been using for years. So it did a little research to see which apps get the most queries to Google asking for help, taking 35 phrases associated with support and pairing them with a list of 275 apps. The site looked into about 10,000 different terms using the Ahrefs SEO tool.
The results speak for themselves. Google queriers find QuickBooks, the venerable office accounting software, to be the most unfathomable. Microsoft Excel, another program with a long history and a lot of power, is a distant second, with almost 20,000 fewer queries.
The remainder of the top 10 include a couple more Microsoft programs, complicated shopping tools (Shopify and Square), the 800-pound gorilla of CRM that is Salesforce in fourth place, and the one we’ve all come to love and hate, Zoom Meetings, in 8th place.
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It’s interesting to see that services you can usually set and forget, including OneDrive and Dropbox, make the list, probably thanks to the ever-escalating need for companies to add new features for one-upmanship. Though, apparently, the term “What is OneDrive” was responsible for 14,000 queries alone, which means Microsoft is confusing new Windows 11 users about what its cloud storage service is. “What is Dropbox” isn’t far behind at 10,000 searches a month.
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