What are the most common Customer and User Onboarding Challenges in 2023?
Identify the most common challenges in user onboarding and learn strategies to overcome them. Enhance user engagement and digital adoption for your product or service.
User Onboarding. What’s the big deal?
1- The role of software has evolved
There used to be a time when software was an office thing. People would go to work, use software in their office and come back. And the others who worked without software, like my dad never had to use it. The most hi-tech thing that he operated was the set-top box TV remote.
But today, he buys & sells stocks on an app, makes online payments and is the king of Whatsapp forwards.
Everyone today uses softwares, from shopping online to buying or selling stocks, to online payments … almost everything happens online. More and more things are getting digital and this is an inevitable shift.
Our alarm clock today is a software.
2- Change in user behaviour
User’s today have higher expectations. The attention span of a regular user is at its minimum level, and they expect every product to have an intuitive, consumer product like experience.
Self serve and minimum cognitive load
Nobody would want to buy a product that needs you to attend training sessions, to be able to use them. They need instant gratification at every turn.
Do you think, you can tolerate a buffering video today?
No, you will not!
This was last decade.
And when it comes to buying softwares, people don’t want to book your calendar. Most of your potential buyers would prefer to research and learn on their own than talking to sales folks.
3- There’s an app for that
Do you notice that, there are just too many products out there for customers to choose from. There are more than 2000 CRMs in the world.
For every product category there are dozens of products doing the same thing. So, it's not surprising to see people shifting for a better experience.
I myself switched to a new blogging platform few weeks back. Main reason being the UX.
These days, people shift softwares really quick. I am sure you would have signed up for over a dozen project management tools.
Biggest challenge for a SaaS business today is - short term retention
Only 10% of new users you acquire will still be logging in after 2 months.
Let’s look at your user, someone who has learned about your product, they are interested enough to signup and check it out. But, then what happens …
40% to 60% of users, people who looked at your product, learned about it and were excited enough to sign up, they never come back.
User onboarding experience is very important for the first time users. They should be able to understand your product and quickly learn, what value will they get out of using your product.
Take Less Clicks to Value (LCV)
If you don't do that, you're going to lose out on a lot of those people not having a good reason to come back. But if you do deliver an outstanding experience in the first time, you're going to see people come back to your product, they want more of your product.
4- Impact of user onboarding on your business
User onboarding allows you to make that first impression on your customer. It’s not about putting few tool tips, and explaining features. But, drafting a journey that user follows in steps and unlocks the value of your product.
If done right, you’ve won a customer.
- Customers who had a good experiences will come back to you.
- Chances are they stick around longer and lifetime value (LTV) of your customer increases, meaning more revenues.
- Good customers are the best advocates of your product, generating word-of-mouth and more new opportunities for you.
So yeah, User Onboarding is kinda BIG Deal.
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