Aug 28, 2023
Using onboarding has become very important to make the customers walkthrough your new product or services. It is more user friendly, effective and trustworthy to include product onboarding for your brand new service. It creates a strong first impression to your customers.
Having right and optimized onboarding process is really important for having increase in customer retention.
It gets more crucial especially in case of small startups with a small 5-30 people team, where everyone is involved in product development and marketing roles.
How to choose right onboarding strategy as per your product’s and user’s requirements ?
You may opt for several models as per your use and understandings of customer. Here are some kinds mentioned:
1) No Serving Module :
You can consider this module only if your tool is pretty simple to use and UX talks about itself. You can easily understand if this is right fit for you is when users easily and intuitively use all the features required in their use case.
However this module only serves for which are in early stage and have very less number of features and requires absolutely minimum to no configuration.
2) Low – Serving Module :
In case of feature loaded, complex tools, low-touch onboarding expands on self-service by including in-app product tours, checklists, step-by-step interactive onboarding walkthroughs, and getting started lessons.
Customers have some human assistance choices with low-touch onboarding, but very less help is committed to any particular consumer. This is a decent onboarding technique for complex products that require multiple phases but don’t require users to be guided through each one. This saves startups trying to have low burn rates a big in initial days.
For many of today’s most successful SaaS organizations, low-touch onboarding has become the norm. Low-touch models have been used by companies like Zoom, Shopify, Canva, and Mail chimp to engage customers and build devoted fans.
3) High-Serving Module :
In the case when your product is complex, requires numerous steps to set up or requires a substantial amount of time to grasp, high-serving onboarding is a good option. This strategy entails catering to your customer’s individual needs through tailored, one-on-one interactions, which frequently entails the provision of customized onboarding collateral.
Configuration / Setting up of the tool is the most important process. Startups looses around 30% of their users while in this process. Try to make this process simpler for the end user with emphatically designed UI + Onboarding process.
To have an effective onboarding strategy, it is important to have a few things in consideration.
Your customer knows nothing about your product. He doesn’t understand the user experience. Make every step very easy for customer without taking their knowledge for granted.
Try to understand the customer’s pain points. Use tools like Mixpanel, Google analytics, Amplitude for better analytics regarding user’s interaction with your tool and website to understand user’s journey precisely.
Have a checklist to make it easier for user to set up tool.
Create feature wise tutorial videos, incorporated within UI Itself.
The onboarding process begins on the landing page. Make sure the value proposition is clear. If your product attracts different types of user personas or use cases, make sure to include personalization in your onboarding process.
Onboarding tutorial videos on knowledge resource section / help section saves huge time for customer success team in case of queries and ensures better customer retention for the tool.
Need product onboarding videos for you service??
Here at Your Brand Mate, we work with SaaS companies, startups and app developers worldwide. We help you plan onboarding strategy for your product, as well as creation of professional onboarding tutorial videos for easy customer onboarding which takes your service to the next level.