How to make your software users efficient in first 3 days
It is not at all secret that user onboarding and product training is tedious even before the pandemic and under positive circumstances. Suddenly the situation changed and peoples are getting into a new normal and new terminology social distancing tool place. After the horrible period after the spread of COVID 19, billions of people around the world are coming back to their normal lives and reengaging with their works. Almost all countries have reopened the market and restrictions are removed, still, health officials indicating the importance of social distancing, and the present situation may continue for another 5-6 months. As indicated social distancing the best solution to stop spreading the diseases from one to many.
As things are slowly changing remote work slowly reduced and everything is back to normal, business around the world is figuring out a possible solution to continue their winning streak by implementing various possibilities in user adoption and onboarding, even though this social distancing may continue in future as well, businesses are adapting to the current circumstances almost overnight we found a sudden change to the new culture and find more easiness in new normal.
Continuous user onboarding and retention are most important in today’s customer-centric economy for every company including the SaaS industry. But the COVID pandemic and sudden lockdown created a lot of uncertainty, businesses across the globe have been hit by a suffering halt. For the first few weeks, it is been so hard, most of the industry who are dealing with users directly faced a lot of issues, most of these businesses have not been implemented so much technology even in user onboarding and training, Some SaaS platforms which are related to tourism, restaurant, hospitality, etc faced a lot of uncertainties initially
In a few industries, mandatory social distancing is not even possible, and one of the main problem due to the pandemic is businesses are forced to reduce the manpower and the cost they are spending on some less priority segment, when things changed to remote, they are able to rely more on remote management software, which is not cost-effective to manage one to one user onboarding and training. Most of the customer-centric business have been who used the traditional methods suddenly forced to digitalize things including the user onboarding, training, etc. The initial concern was the existing or new users will accept and adopt the latest technology transformation.
Digital user onboarding solves some of the most difficult issues in traditional user onboarding and product training in the SaaS sector, most software businesses prefer to deliver the user onboarding and training activities either on-premise or a few of them utilized the remote user onboarding methods like one to one product training and one to many sessions. As social distancing is in place setting up on-premise product training seems to be difficult for another few months as well. Like most of the SaaS providers facing difficulties like a reduced number of support/sales teams to set up one-to-one user onboarding and product training and it seems to be costly and time-consuming as well.
Digital user onboarding solves a few of the long-standing problems SaaS companies facing in user onboarding and product training, it enables modern SaaS businesses to effectively onboarding new users. Digital user onboarding, however, is the fastest and safest approach in user onboarding that ensures a seamless customer journey with any software or mobile application. Digital user onboarding not only navigating the users within the app but also helping the users to achieve their goals and ensures that the users are achieving it in a defined time.
Digital solutions allowing enterprises to execute remote user onboarding and product training gaining more popularity, even after the covid pandemic, digital user onboarding may get wide acceptance, due to the effectiveness and its level of deployment.
Working from home is the new standard many things went remote, likewise, user onboarding and product training is also converted to more digital and browser-based, customer-facing onboarding and training are almost zero, comparing to before covid times. Everyone is depending on digital-driven technologies. Driving user onboarding and product training more browser-based offer a lot of benefits to product-driven businesses, it helps the user to improves their feature/product adoption rate by reducing the time they usually spent on it. Likewise, businesses can save a lot of human resources power, and money which they spent to onboard and train their employees and users.
Here are a few methods to fully digitalize your user onboarding and product training
1. Make use of technology: The first step towards digitalization is adopting the latest technology, asked on your business and the user’s nature, you need to choose the strategy and method to onboard your new users. If your user needs one-to-one personalized user onboarding assistance, you may choose remote meeting tools to educate the users on how to get started with your app our software.
If your users are more progressed or capable of managing their onboarding and training you may consider guided product tour, in-app training tools, or even knowledge base software.
2. Create more in-app engagement: While things go remote, create the best practice of engaging your users more inside the app, that will improve their adoption rate and help you to reduce their step toward conversion. SaaS companies usually create engagement within their app and outside using methods like emails, cold calls, etc, of course, it usually creates results, but it is hard to calculate the ROI during this covid time. Sometimes engaging the users within the app have many advantages as it is economical compared to other engagement methods and it naturally boost the conversion rate. Your users are going through difficult times, so forcing them to attend multiple channels seems to be hard
3. Deliver more in-app support: Delivering exception pre-sales/post-sales support is very important in modern business success, like never before users are so much frustrated keeping them satisfied and keep using your product demand great customer support. As covid 19 is still not under control, keeping the call centers 24*7 is hard for most businesses. The better strategy to overcome this situation is to deliver support within the app or software in form of live chat support, automated chat support, etc. SaaS businesses can also deploy possible in-app support to reduce the call center support/ Helpdesk support as most of the support team is working from home.
Softwares like Dashfrugal enable software providers to create an easy and effective in-app walkthrough and product training which is more value-focused, which creates a great first impression within the user and that gradually improves the user retention rate.