Importance of digital in-app product training in user onboarding
In SaaS, every user is not customers and there is no guarantee that each trial signup could be the next premium user! agree? There are mainly three phases in a SaaS user journey, phase one the free trial signup day, phase two a few days after the trial signup, phase 3 activation day. In all these 3 states user’s mindset is entirely different.
They start phase 1 with a lot of expectations, with a clear goal to solve certain problems or your value proposition attracted them a lot. Phase two is a little different, it is a few days after the trial signup. If they got a wonderful phase one experience they most probably the user will be with you in phase 2 if their initial experience was unfair, but they still have faith a few of them still trying the software or app in phase two. Sometimes miracles happen these days and they maybe find out their values. Phase three is totally different and cool, this is the activation day, where they are most probably paying you for the service, and most of them understood the value and have complete faith in your app or software. A different strategy, different tactics are required to manage the user’s in all three phases.
The word user converted to customers in phase three, often these words get used interchangeably. The motivation level in these three pages is entirely different. There is no surety that all users signing up with your free trial software will definitely pay and continue using it, their motivation level in these phases depends on the way you deliver the value and the way they achieved the result, based on their motivation and expectations sets and gradually that converts to a paid user. In most cases transition from the first phase to the second does not only depend on the product ability or value, in most cases it is how SaaS companies are engaging and helping the user to achieve the value matters most. Improving the engagement even in the first day is the best-proven strategy to improve the transition from phase 1 to 3, keep using keep engaging is the most effective strategy SaaS providers can execute.
Software users and providers are most excited in the first of their trial signup naturally, users are excitedly signing up with the product, and you are deliberately welcoming them by sending welcome emails, a lot of fresh and fun things happening. Suddenly within one or two days, the user and the providers get into a stagnated mode, the long term user excitement is clearly relied more on the first-day user signup with any software or app, if it is no longer exciting or engaging the motivation level will gradually go down and that ends up with user inactivity till the trial expiry.
We found that a few SaaS companies’ trial users are inactive after they signup and finishing their 40-50% of account setup or onboarding activities. User onboarding is an integral part of every product’s engagement with the end-user, even the workflow is complicated or simple once the user is getting into the free trial there are solutions to drive the user within the application or software to finish the software setup or activation process. If the first time experience is not me the user expectations, the remaining onboarding process will not be executed and it remains ideal the free trial ends. The user’s decision to activate and to convert it to a premium came after naturally if they are jot using the product within the first 1-3 days of the free trial. The statistics show that 60% of the app or software users will not log in back to their account till trial expiry if their experience is not good in the first day with the product. The best strategy to improve the conversion rate as we all know, making the user keep using the app or software, for this the product need to continuously deliver the values
Once everything is set the user is progressed from phase 1 to phase two of the product cycle, in this phase user is sending more time to learn or adopt your software or app’s feature. Keeping the user engaged is the easiest way to make them adopt the features and quickly move to phase three. Getting real-time insight or closely watching the user's progress at this phase is important, without knowing the user’s adoption level, it is hard to execute the user engagement strategies.
Here are a few methods SaaS companies can execute to monitor the user engagement with their app using Dashfrugal
All users are addicted to progress, and they find happiness when they complete certain tasks in a defined time frame. Completing things and showing the log boosts everyone's confidence. In user onboarding certain tools are available to guide the user within the application, it makes it easier for customer success managers to watching the user progressing with real-time insights. A progress bar always helps the user to do tasks easily, similarly getting similar logs to software providers is crucial to keeping the user progress.
Getting the logs based on the user’s activity helps a lot. Tools like Dashfrugal helps software providers to collect account-based user activity, that includes user’ product-related, support related activities with information like date and time they executed the action. Getting this action can help the customer success team to keep faith in the user and can decide where the user is ideal or active. If the user is active and showing progress, it is essential to prove that the user is engaged and can convert them to a premium user.
Checklist has been proven method to help SaaS companies to break down big tasks to the small task, as we discussed earlier blogs, driving the overall user onboarding and training activities into sets and subsets help the user to complete thing with limited time, and that boost their confidence and motivate them to do remaining tasks. Similarly watching this checklist log in the back end helps the customer success team to categorize the use into various groups based on the level of onboarding.
The completed/pending lists show the activities user is executed during the onboarding journey, according to this data customer success team can take cold follow-ups or in-app messaging to keep the user engaged with the software or app.
One of the main reason for the user inactivity within the app is lack of dedicated support, lack of support usually leads to user suspend the onboarding activity and leaving the account, supporting the user along with real-time monitoring could boost the user engage ent. When dividing the onboarding oil to sub-task adding an option to ask for support will help the user to request support from the team. Traditional supports like help desk or emails, take days or hours to solve the issue, this time could lead the user inactive and this leads to a possibility of user churn.
Software users are more likely to wait for post-sales support, but pre-sales support is like gambling, if they understood the lack of support even in the early days, they are more likely to find alternatives
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.