4 successful saas onboarding strategies
DESCRIPTION
Onboarding SaaS users is a more complex process than product onboarding - engaging a customer for the duration of a service requires relationship-building skills. We dive deep into customer engagement psychology for this one.TRANSCRIPT
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The Data
The face of Onboarding theory and practice is constantly changing with:
Design trends Technological
innovationsFurther
understanding of user needs
Img source: africa @FreeDigitalPhotos.com
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Some basic truths about onboarding remain the same since the dawn of technology…
Cartoon from here
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…the more we need tools to help us cope with the massive amount of learning we
need to cram into the same 24 -
hour-day
But the more technological we get…
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After-Sale-Service
Matters.A lot.
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Balance should be maintained between two parameters:
Source: http://www.flickr.com/photos/29174632@N00/2208944056
How often do we REALLY understand what kind of software we are getting into, right at the beginning?
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Quite a few SaaS providers offer services with benefits that are more complicated to explain than “we do your laundry” or “we fix hardware”.
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Services like Customer Relationship Management apps or various productivity optimizers – cannot convey the richness of their vision through a demo video.
Img source: http://www.flickr.com/photos/cblue98/7254347346/sizes/o/
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Being there for an extensive period of time, walking the user through their process of getting familiar and comfortable with your service – it matters.
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Planning Expectation Managem
ent cautiously .
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While promising unlimited support to a new user is tempting, it also impossible to deliver.
Img source: Ambro @ FreeDigitalPhotos.com
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Don’t be afraid to set boundaries:
1.You are running a business
2.Hearing a “No” will help your customers trust your “Yes”.
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Rolling up sleeves:
The Hands-On approach
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We’ve said it before: different people have different learning mechanisms. Providing a plethora of learning tools wide enough to accommodate everyone, ever – is unrealistic.
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Tired eyes
Provide self-service guidance that lets the user try out the software themselves, get their hands dirty and gain confidence in their ability to handle the software.
This helps process the webapp’s visual patterns, addressing the needs of Visual Learners in the process
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Balancing Engagement
with Un-
intrusiveness
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The most delicate aspect of onboarding strategies. Where does the line draw? Can we make assumptions about other people’s personal sense of privacy?
Cartoon from here
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Today, most SaaS users have a broader definition of digital privacy, thanks to:
Facebook Online shopping GPS-based mobile
apps
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Sophisticated applications are expected to know enough about the user so as to anticipate moves and accommodate preferences.
Screen shot from Lifehacker
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Onboarding solutions that can pick up where the user left off or pop up for specific user groups – are greeted with appreciation.
Welcome back! Would you like to resume the walkthrough where your left it?
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Why Iridize Mobile?We Hope That Was Helpful!
Read more about onboarding solutionsat blog.iridize.com
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