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How Customer Onboarding Helps Boost Customer Success?

Afshin Mehrabani

Afshin Mehrabani

Author of Intro.js

If we have to understand customer onboarding in simple terms, when you introduce the customer to your products or your services, i.e., you bring them onboard your company or organization. It has many benefits, but most importantly, it boosts the customer's success, i.e., a customer gets their desired outcome through your products or services.

In this article, we shall explore how onboarding helps achieve that.

Ways Customer Onboarding helps boost Customer Success#

Customer onboarding will help your customer achieve success in many ways, both directly and indirectly. We have listed a few ways it does so for a clearer picture. They are as follows:

They get a walkthrough of your services#

When you bring your customers onboard, they get to see your products and services' details and inner workings.

  • This walkthrough makes things a lot easier for them and leads to many other benefits that will be discussed below.
  • However, most of all, they get to know that if they will receive their "success" through you, and then buy your services or products accordingly.

That makes things easier for both the seller and the customer.

They will know when and where to use your products/services#

An organization may have multiple kinds of services and various types of products.

  • Considering that, it may be quite challenging for the customer to understand what to do at first.
  • If they have to use a service, they may not understand its scope and the extent to which they will need them.

The same goes for the products. This confusion can lead to a lot of losses.

With customer onboarding, however, the customer will be aware of these things well and may use them in the most effective and feasible manner.

It gives them confidence concerning their purpose#

If customers are looking for your services, it usually serves a greater purpose.

  • Reaching that purpose is what defines their success.
  • When you apply the strategy of customer onboarding, customers gain more confidence and faith, since this sees themselves approaching their goal at a faster rate.

This confidence boost is a big thing in itself since it diminishes the probability of customer failure to several degrees. You can make long term clients by communicating well and building the trust.

More people get to benefit from your products/services.#

After one customer achieves customer success through you, they will be more likely to spread the words of your products and services out to those people that are facing similar problems. It will bring an influx of clients to you, which will boost your profits and increase the customer success rate. You will get a long term recognition which will be key to build a good reputation.

Final Thoughts#

As you have seen, customer onboarding is a very effective business strategy that can be employed by all kinds of businesses. Once the customer gets a walkthrough of your business, they are better able to make sure of your products or services, which significantly increases customer success. However, this will only bring those customers that find your services or products useful.

Best Tools for Startup Growth Hackers in 2021

Afshin Mehrabani

Afshin Mehrabani

Author of Intro.js

What makes a startup fail in most cases soon after it commences? The answer is not making its presence known in the required amount of time. That's when growth hacking comes into the picture. Growth hacking has been around for over a decade now. You can call it a branch or type of marketing in one way, but there is one difference between mainstream digital marketing and growth hacking. The focus of growth hacking is simply growth. It does not focus on selling a single product like marketing does at a time. Growth hacking is supposed to be all about creative tactics and carrying out well-thought-out strategies.

Thanks to the digital age, not only do we have growth hacking, but we also have tools to make it easy. These tools are designed to boost sales and help you execute your growth hacking strategies. If you're looking to get your hands on some growth hacking tools that would get your startup's name out there, then this article is for you. Here we bring you a list of the best tools for startup growth hackers.

1. Artboard Studio#

Artboardstudio.com is the first tool on our list. It helps you showcase your products and services through dozens of visually pleasing templates. The best part is that it lets you design everything right from your browser. So, you don't have to download any other software or plugins to get the job done. Artboard studio lets you get your hands on designed templates of mockups and also allows you to design your own. You can also link your artboard studio account directly with other platforms such as Google Drive or Facebook to make sharing easier.

2. Survey Monkey#

Surveymonkey.com is one of the most popular tools designed to help you create online surveys. These surveys are undoubtedly a great way to connect with your target audience and get their feedback. You can access survey templates through this tool and create surveys to get some answers from your valued prospects. Survey monkey also assists you with best practices in creating surveys in case you're a newbie. Access sample questions are written by experts that would give you a brief idea of customer feedback.

3. User Testing#

Usertesting.com is used by large corporations all over the world due to its innovative features. This tool allows you to connect with users and get reviews of products or services. You can set a custom audience and reach out to your targeted individuals then communicate with them. Usertesting gives you the fastest insights and lets you know where you got it wrong. You can experiment again and again with Usertesting till you get that desired positive feedback from customers. Remember, your customer experience plays a major role in your startup!

4. Google Analytics#

The number one tool for analytics is none other than Google Analytics. Designed entirely for the purpose of carrying out performance calculations, Google Analytics gives you control over all of your insights in one place. The best part about this AI tool is that it's completely free. You can easily analyze your strategies and see which move is performing the best through this tool.

5. Feedier#

Feedier is a tool made for you to get feedback from your customers in a "fun" way. That's right. Feedier allows users to give their feedback through a video-game-like interface, which makes this experience engaging for them. You can get in touch with your customers straight up through their email. Once the feedback is processed, Feedier gives you a thorough result of your customer insights. The best part, however, is that customers love Feedier due to its unique way of acquiring feedback.

How to Structure a Successful User Onboarding Experience

Afshin Mehrabani

Afshin Mehrabani

Author of Intro.js

A user onboarding experience is a crucial process that determines an important outcome. This process is basically designed for users to go through a responsive guide about a product or software. In a user onboarding experience, a user gets to find out the benefits of the product they鈥檒l be getting. The goal of these programs is to encourage users to opt for a product. Call it an automated form of marketing, but user onboarding experiences can help a user bond with your product or software. It also doesn鈥檛 stop after giving the user an overview of the particular product, instead, the user then gets to give their feedback about their overall experience.

The reason you need onboarding experiences is to make users acquainted with your product in no time. These experiences help users understand the ins and outs of the product so that they don鈥檛 have to figure these out themselves. You can build a special bond between you and your prospect through these guides and then form a relationship of trust. Not only would your product get the attention that it deserves, but you鈥檒l also get more opportunities to shine later on.

To ensure your onboarding experience goes smooth, you need to structure it in the best way possible. The following best practices are described to eliminate any possibility of your user onboarding experience going south.

1. First Impression.#

The landing page is what decides the first impression a user gets from their experience. Make sure you make this page perfect. It should be intriguing enough to keep the user engaged and permanently catch their undivided attention. Use a straightforward title that represents your product in the best way with aesthetically pleasing visuals surrounding it. This way the user would know that they鈥檙e in for a treat and would be interested in moving forward with their user onboarding experience.

2. Short and Sharp.#

Once the first impression gets over with, now the main body of the onboarding comes into the frame. You must structure the main info to be short yet detailed. The walkthrough should consist of sharp sentences and easy to understand information. A complicated and difficult walkthrough is something nobody would want to go through. Your goal should be to convey a heavy but short message. Do not go into unnecessary details. Rather focus on the core aspect of your product and structure your walkthrough around it.

3. Responsive.#

To keep the user engaged and interested, make your onboarding experience responsive. Make the user answer some short questions throughout the process. Or make them feel important by asking them to carry out small tasks. You can also ask for feedback indirectly through this process. However, make sure not to overdo it. Your goal is to keep the user engaged, not to make them do everything. This would result in the user thinking of the onboarding experience as a realistic approach instead of just a robot doing marketing.

Conclusion#

Your goal is to build a bond with the user. Ensure you get feedback either throughout the walkthrough or at the end of it. You might get a negative one but take that as good news. The ability to know where you made a mistake is a blessing. You can use that to structure your onboarding experience in a much better way. The key is to ever stop improving or learning!

5 Ways to Increase the Free Trial Conversion Rate

Afshin Mehrabani

Afshin Mehrabani

Author of Intro.js

A free trial is sort of a short-lived experience that a consumer gets of your product or service. The goal of this free trial is to encourage the user to buy the product you're selling. Free trials are conducted to give users a short or small taste of whatever you're selling. This can potentially spark interest in the consumer's mind and make them interested in your product or feature. If done correctly, free trials can help you get customers on your side and even get your word out there in public.

These trials can last from 3 to 30 days. It depends on the product type mostly. The more time is given to users in free trials, the more features the product usually has. The time period should be just right. Enough for the user to explore all of the features and benefits of the software or product with no rush.

There are tons of ways to ensure free trials help users convert. But the top five most effective ways to increase the free trial conversion rate are described below.

1. Help Users Explore Features#

The first thing users need in free trials is guidance. Don't leave them all alone to figure features out. Rather guide them through the trial through onboarding experiences and let them explore the benefits that your product offers. Give them instructions about complicated features and structure a helpful walkthrough to let them have a bright free trial experience with your product.

2. Give Users What They Need#

Personalizing user experience is a great way to convert prospective buyers. Use this approach to fit in the user's special needs. This does not mean all you have to do is send emails. Instead, find information about your target audience and see where they need help the most. Once you assist them with their personal needs, they would understand that you genuinely want to make their lives better through your product. Hence, the free trial would most likely succeed.

3. Set Ideal Trial Length#

Setting the perfect trial length is also something most developers screw up with. The trial length should have to be just long enough for the user to explore all of the product's features. If it's too short, the user won't be fully satisfied and most likely will not convert. If it's too long, then you're letting money slide by giving your top features away for a long time without charging for them.

4. Ask for Feedback#

Feedback is the most important aspect of free trials. The user is experimenting with your product or software. You need their feedback to improve. Always set up a feedback survey at the end of your free trial. Get the necessary info you need about where you need to improve and how was the customer's experience. Users would also take you asking for feedback as a sign that you care about fulfilling their needs.

5. Use Analytics#

Using analytics is a great way to improve. Not only can you use this to examine the personal preferences of your target audience, but you can also realize where you need improvement. See which features are mostly ignored by free trial users. Work on these features and make them better. The reason why they don't get attention from users could be a fault or a bug. Sort these problems out and convert users through your free trials.

By opting for these five ways, your free trial conversion rate would most likely spike up. This would also construct a strong bond between you and your prospects, which would only benefit both parties!

Five Amazing Benefits of User Onboarding You Should Know

Afshin Mehrabani

Afshin Mehrabani

Author of Intro.js

Do you know what user onboarding is all about? What is the relationship between user onboarding and your product? When you define user onboarding, it simply guides the new users to quickly and easily find value in your product. Think of it as a small welcoming bridge between acquiring new customers and turning them into happy, loyal ones. In essence, this is the first point of contact as soon as a user signs up. This eventually makes a huge difference to make a powerful first impression.

Today, the majority of users have little patience and little attention span. They will probably lose interest in case your product is complex and confusing to use. It has to be friendly and attractive when they open it for the first time. This is the moment when user onboarding makes its way into the picture. Let's discuss the top 5 benefits of user onboarding you should know about:

Benefit No 1: Onboarding Improves the Product Adoption#

SaaS is Software As A Service and refers to the software licensing model. It is based on user subscription in terms of monthly or annual payments. The model introduces some latest features to meet the basic needs of new customers and create extra value. Nevertheless, a user will start using your product after a specific period. User Onboarding guides some new features to fasten the users' adaptation process easily. Shortly, all such product tours can also increase the vast opportunity to upsell & upgrade your customers' existing plans.

Benefit No 2: Onboarding Users Boost Conversion Rate Another significant benefit of user onboarding is that it increases the conversion rate. For any SaaS company, the conversion rate is considered to be an essential metric. New customers have been making their purchase decision in less than 1 minute. During this critical time, you should never leave your potential customers alone. User onboarding tools have been allowing you to increase the conversion rates with little effort. Through a well-designed product tour, you can easily lead your users towards success.

Benefit No 3: Onboarding Educate the Users and Boost Retention#

In any SaaS business, an essential element is to educate your users and boost retention. You have to convince the users to continue paying at standard terms. Paying users will tend to keep paying the subscription fees for various easy to use products. Otherwise, they will start to look for some other alternatives. Overall, it will increase product usage and retention rate. In short, a well-onboarded user is a happy user, and a happy user is a paying user.

Benefit No 4: Onboarding Increases Customer Engagement#

It is not essential to use SaaS tools only for entertainment. These tools use your product because they need to solve something complicated, thanks to your software immediately. Involvement of User onboarding tools will help you use SaaS tools comfortably. In this way, users will be able to reach their goals quickly and easily. With the help of user onboarding software, you will display the real product value to users. This plays an important role in a successful user onboarding process.

Benefit No 5: Onboarding Reduces Customer Support Costs#

Customer service officers will answer the same questions so many times related to product usage. This probably takes a significant amount of time. This is because user onboarding will be giving some helpful tips to all the customers related to how they can use it. In this scenario, the customer support cost will be reduced seriously. To reduce that cost, preparing a reusable onboarding flow is an efficient solution.

Closing Thoughts#

User onboarding is the most significant part of the digital user experience. If designed carefully, it can eventually result in the user who is becoming your brand's regular user. They make sure they stick around for the long haul. You can better take some guidance from an expert to know the basics of user onboarding and its value for your product. Make sure you don't do it poorly or overlook it. Keep in mind the competition you have today. Do it right, from the start.