We have a B2B Saas application which doesn't do any real on boarding - the user signs up, gets an email saying welcome, they enter their company details and then get dropped into the dashboard with no help or guidance other than some automated emails during their trial depending on what they have or have not done (using Intercom). Obviously this sucks! Our current trial to conversion ratio is ~1.65%. We have approached CRO experts in the past for help but most are not interested (we assume as we have so much we need to do). So now we have a chicken and egg situation - where do we start? What are three things we should do first to aid with on boarding new users?
The trial period/on boarding phase is your courtship period, and the best opportunity to convert the user into a paying customer.
Areas of focus
- on boarding communication that includes welcome email, on boarding education of the platform, links to additional material on product/service
- timely communication throughout onboarding period staying engaged with user, reaching out to ask for feedback or answer any questions
- still better if the platform is able to track Usage statistics and contextually do a reach out
- opportunity to A/B test with different communication flows to see if conversion varies across the different methods
It is key to stay engaged with the user optimally without overloading them with too much communication.
I have had success with these methods and would be happy to discuss over a call, once I understand your unique situation
Answered 9 years ago
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