Customers love a positive experience. When they pay for a product or service, they expect to receive a good customer experience. Especially when it comes to software services, one of the key ways to delight your customers is by providing them with seamless onboarding.
Successful customer onboarding not just introduces users to the product but also shows customers the value they will get. You can ensure better customer retention and product adoption as well when onboarding is done right.
Here are some best practices that SaaS companies can follow to improve their customer onboarding process:
1. Simplify the Signup
What is the first interaction of the user with your product? The signup. First impressions matter a lot. Especially in SaaS companies, this sign-up process helps potential users improve the product experience. This first interaction will set the tone for the product experience.
Minimize the number of fields you ask your users to fill. Just take the basic information and allow them access to the product in a simple manner.
Some sites seem to have got rid of even the signup. You can instantly search for the product or service and there is no need for signup. You get the value upfront. Reducing friction as much as possible is important to get the right win.
2. Provide Quick Wins
Another user onboarding best practice is to offer quick wins as soon as you can. The more value you provide, the higher the chances of them staying loyal to your product. There is quicker product adoption and retention.
Popularly known as the ‘aha’ moment, this is when the customers see the value in your product. The best way to do that is by finding patterns in user data, learning from customer feedback, segment users, learn from users who have churned, and start with user preferences. Find the right tactics to optimize your aha moment.
3. Create Onboarding Flows
Once customers know the value, they can show the opportunity to others. To accelerate adoption, creating onboarding flows help a great deal. By providing users with custom onboarding flows, you encourage them to explore and understand the product in all its depth.
Customers who are confident in using your product effectively and experience positive outcomes could become evangelists for your product. Having the right onboarding flow can make or break your customer retention strategy too.
4. Customize User Experience
Some users prefer a step-by-step process while onboarding, others want to jump right in. Give users the chance to skip if they are not interested in long, detailed explanations. This puts them in the groove, giving them the choice to leave if they are comfortable with onboarding as they want.
Providing a good customer experience in all the stages of their journey with you is paramount. The onboarding experience can be customized as per user age, gender, demographics, and more for improvement. This is what defines to a great extent the relationship with your customer.
5. Reduce Friction
From the customer’s perspective, the onboarding needs to be easy and frictionless. If onboarding is not smooth, it might get tough for customers to navigate the product. Many companies forget this when they start.
Progressive data profiling should be considered to collect only relevant information instead of collecting all the data at once. Don’t look to infringe on their privacy. Build a connection based on trust and value to get better results.
Guide users towards major releases and features. Ensure the product has the attention you want. The more you talk about the value and less about their details, the better is the activation and onboarding.
Improving the customer onboarding process is extremely important for a company. It is a gateway to how the company works and how customers perceive it. You can experiment with what works by signing up for the product frequently, seeing what can be improved, work with marketing, sales, and product teams for a better customer experience.
This is a guest blog from Jafar Sadhik.