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?
Let assume that you are a patient and you know that your health is not well. To fix your health, you may have tried few medicines that you thought will solve the issue but you found nothing worked.
Now you have 2 options - keep on trying to fix your health or consult with a specialized doctor to fix the problem.
If we consider patient = website and doctor = business analyst and strategist then you can understand you need a business analyst and strategist help to fix your problem.
Before meeting any specialist first try to gather as much information you can gather for your business. This information can be statistical details about your website, or customer behavior or even SWOT analysis data.
Besides these, ask yourself questions. Like:
a. What is your main goal and your current status?
b. What are the main obstacles to achieve the goal?
c. Is the website technically sound (loading time, responsiveness)?
d. What are the most converting marketing channels?
e. What are your customers saying?
Collect information, make a basic plan that you think is effective and then consult with an expert to fine tune it and then implement.
All the best.
Answered 9 years ago
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