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Tooltip tour to In-app training: An evolution in user onboarding

Image of Rahul V puttalath
Rahul V puttalath

 

Because your users experience values more than anything, when you develop a new product or software, it is very important for you to strategize how to make your users proficient in what you develop. People trying different things to make their users a superuser a few of them are video tutorials, knowledgebase or help page, tool-tip walkthrough, etc. We all know that software sales start with the user’s first impression with any software, that may be in various touch points, maybe it starts with a piece of blog, internet search, or with a sales call with your sales team. Once the user got this first impression, suddenly the user jumps into getting more information about the product service you offer. Once they have some basic idea about the problem you solve or the value that software delivers users suddenly jump in to start using the product, new-age software providers including us offer a free trial, to introduce the product values to the user. Once they have completed all these steps next is to start using the software. 

What happens when a user starts using the software and they felt like trapped mid of a first and nobody is there to guide or assist, either they try to escape or very few will find a solution. The best way of making the user a serious or an active user is by introducing and training the user on what we offer. The software will vary from provider to provider but there is one thing that remains the same, everyone cares about user experience within their system.

 

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The best user experience gradually leads to users to start using any product. Once a software provider is onboarding a user, they are inviting the user to a very different world, where they are not familiar with. A repeated mistake is considering the user as a self-learning person and behaving accordingly, even though the user is a tech person or a non-tech person, considering and treating them accordingly will boost their confidence with your systems. Implementing better user training is the best way to familiarise them with your platform, software providers are trying different methods to make the users familiar and start using their software. 

As there are many methods present in product training, tooltip walkthrough is one of the widely accepted models across the software industry, users are so familiar with this keel as they found the same in different products. Actually 20 years ago Microsoft introduced a system called tooltip within their system to keep their user's product usage simple. It is a very simple system, when the user hovered their mouse pointer on something, a popup message box will enlarge and shows some indication or messages that give some relevant information or warning to software users.  

 

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Years passed, still software users are finding the in-app tooltip tools as the first show once they loved into any new software for the first time. In many cases these tooltip guides are effective as it will show some guidance to the users, to just how to get started with this, but in most cases, the users prefer to press the “Skip this tour” button and end up this tooltip shoes before reaching the finishing line. There are many reasons for this we are discussing the evolution of user onboarding which stared from tool top and reached the latest in-app product training

 

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From normal tooltips to product tour tooltip it came across lot evolution and enhancement, if it started with just a tooltip that highlight a special section now solution providers implemented tooltip that covers the entire product tour, even the functionality remains same, the most of the providers tried to implement a lot of visual changes in it

What users really need? A walkthrough or training?

There are still software companies using tooltip tour software as the first choice in user guidance within the application, end users have realized the need of more engaging technologies that create much more values within the software. It is a fact that we cannot predict the user requirement when outcomes to user experience or onboarding. Because each user is different, and obviously their tastes also, so software providers cannot generalize the user needs, they always giving importance to make the users happy, so still they re trying different things like setting up a help page, writing step by step contents, creating video tours, setting up one one one calls using remote applications and so on.

 

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Software providers consider the combination of this in the customer training part, but in some cases, tooltips are to be considered as the first choice in user training, but do this can be considered as an appropriate choice to user training within your software? It is a fact that user guiding or giving walkthrough is can not be a good choice of product training if we look more deeply, the tooltip is the only the first layer of product training, the word apt for that is during than training., like an example of someone giving guidance how to drive a car by telling the useful components the driver needs to the user once they start driving, start driving the vehicle with this knowledge is very risky as there is no real-time experience the user has, similarly before getting started with any software the user need to be familiarised with it, or the software provider need to combine the onboarding with walkthrough along with real-time product training.

In-app product training is the need of the hour

Comparing to the tooltip walkthrough In-app product training have its own advantage. Still, there is a misunderstanding that tooltip walkthrough and in-app training are the same concepts, Fact that In-app training is the combination of digital product detailing, video tutorial and tooltip guidance, that help set the user to learn any software easily with the help digital adoption technology. Modern software users seem not to be satisfied with just tooltip assistance that guides them within the software, they prefer more, where they believe their onboarding should be interactive and more personalized.

 

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A better in-app product training system is the combination of the right things at right time, where the end user’s need must be satisfied as per their demand. It should consist of step by step assistance, visual guides like videos, images and it consists of in-app support and monitoring, which help users to connect to the customer success team whenever they required. The customer success team can guide users remotely with co-browsing and support leads users to learn things with real-time human assistance. Digital in-app training although increases user's confidence and competences by doing self onboarding and training activities. Within the digital training widget, the user must able to learn things by reading or watching the step and the widget should help the user to navigate to appropriate path to do things, which means people will love doing things by learning. 

Here are the few benefits the digital in-app product training

  • Build long term use retention: Digital in-app training helps the users to learn the product features easily and effectively with step by step assistance, the self onboarding process boosts user confidence and that gives the long term user retention
  • Engage and excite the users: As discussed earlier digital in-app training is the combination of the whole user training methods, the simplified way of user training process elite the users very early in their product days. In-app messaging along with this engages the user within the application
  • Spots the knowledge gaps: Each user are different and they have different wavelength on learning things. As a centralized user onboarding platform, it needs to address each user. Digital in-app training can be more customized that understands each user's needs very clearly and differentiate the user's knowledge capability and can monitor the user's progress, this helps the software provider to plan the next user onboarding accordingly.
Now let us discuss the few advantages In-app product training have over traditional tooltip product walkthrough

 

1. More engaging and interactive

Compared to traditional tooltip walkthrough digital in-app training more interactive, tooltip walkthrough is structured in a way that processes the whole journey and cannot be quit anytime between it, if the user wants to quit the tooltip tour, then the user needs to restart the whole process from scratch this creates a lot of difficulty with the user. Digital in-app training is designed in a way that gives more freedom to the end-user, where they can decide when they need to perform certain tasks, like tooltips it will not force the user to do the thing, it gives a lot of freedom to the user to learn things with enough time. The user can decide when they need to perform a certain task and keep remaining things pending to do

2. Digital in-app training is easy to setup

Comparing all other user training methods setting up in-app product training are say and convenient, software solution providers can create the training steps according to their product’s learning steps. Setting up this con sums very less time, as most of the in-app training are contextually driven and setting up the step by step assistance is even simple. If we look into tooltip training it requires detailed technical knowledge to set the user flow and making any changes to this flow is also not so easy process. When it comes to SaaS products are subjected to changes and the steps also change accordingly. To get acceptance any solution should be easy to setup.

 

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Each product has it's own use case, so according to the software’s nature, the steps user needs to follow is also get changed, so with in-app training software like Dashfrugal gives a fully customizable solution, where they can create the use cases and steps according to their software.

3. There is no clarity where the users are

As tooltip flows are more into user guiding and very few solutions have the capability to understand the user's progress, even in that solution as well judging it based on the users click over a certain section. To guide the end-user to product success, it is very important to understand their progress, getting detailed insight on users' journeys will help product-driven companies to set up their email strategy or user followup strategy accordingly. Digital in-app systems have the capability of analyzing the user journey, on every step, this will helps to understand where the users reached and what are all the steps pending for this certain user to reach the product values. In Dashfrugal in-app training based onboarding, it is easy to form users to learn each step very easily, using this measuring data, we give a detailed insight to software providers to understand their user level of product understanding. 

4. It is not easy to contact the support team

As we discussed earlier blobs in-app messaging is the best way of engaging the user during their product journey to each the values faster. In-app support is the best way to sent direct messages to users at regular intervals. Most tooltip product tours are designed as a journey and any interference within this is not preferred. One of the major disadvantages with this is delivering in-app support, every user is different, and may some users require real-time guidance or assistance from the support team, within tooltip, it is not so easy, it needs to depend on other third-party messaging apps to support users. But in digital user onboarding platforms have the capability to support users real-time when they are progressing, modern users prefer this combination support with their onboarding and training process.

 

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. 

 

Do you use a modern digital user onboarding software? See how your customer onboarding&in-app training can be easier. Start your Dashfrugal free trial

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