how to optimize the new user onboarding process
DESCRIPTION
Cracking the new user onboarding process is every Growth Hacker's Holy Grail. We've managed to formulate a Time/Action matrix for successful onboarding - we also threw in a few hard-earned tips, so enjoy.TRANSCRIPT
The Data
iridize.com
Onboarding is a constantly
evolving science and art –
Smart onboarding
corresponds with
technological innovations
and design trends
Welcome to The Matrix
iridize.com
At iridize, we broke it down to 4 main onboarding principles:
Put in words:
iridize.com
1. Time –
immediate and
ongoing support
2. Action –
engagement
and support
Balance should
be maintained
between two
parameters: Source: http://www.flickr.com/photos/29174632@N00/2208944056
iridize.com
Balance immediate action
With ongoing customer
experience…
Or, put in other words:
…and customer engagement
with customer support
iridize.com
Let’s translate
principles to
actions:
Bottom Line
i
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Phone Calls
Immediate Engagement:
It’s OK to ask
iridize.com
Requesting phone contact info
during registration is becoming
increasingly common. In fact,
it relays a seriousness that
goes beyond the uncommitted
anonymity of the internet.
Reach Out
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Make the connection between
two people, rather than just
another user and application.
Image source: Dandy Rank blog
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Navigation Assistance
Immediate Support:
Grab Attention From the Get-Go
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You have approximately 2.6 seconds to convince a new user to stay on your webpage.
Source: http://www.flickr.com/photos/53370644@N06/4976494944/
The Competition is Harsh
iridize.com
Your user has been exposed to a dozen new web pages today and a dozen new webapps this week.
Source: http://www.flickr.com/photos/brousch/6115611431/
Tired eyes
Brain exploding from onboarding attempts
Don’t Pounce – Glide
iridize.com
Don’t making the user
think too much, but relay
to browse next
and .
Your chances therein lie in creating a GOOD
navigation experience:
where why
iridize.com
i
Walkthroughs, videos, livechat
Ongoing Support:
Commitment Goes both Ways
iridize.com
The most important form of
“being there” for your users is the
ongoing customer support
you provide.
Stay Realistic
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24-7 call center availability isn’t
really an option…
…plus, most users
today turn to phone
support as a last resort.
Image source: stockimages @ FreeDigitalPhotos.com
Stay Relevant
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Automated support is an
excellent onboarding
solution.
It is more effective…
Automated Support
iridize.com
Walkthroughs
Support videos
Tooltips
Kowledgebase
Intercom
What do we talk about when we
talk about “Automated Support”?
iridize.com
Lifecycle emails
Ongoing Engagement:
Image source: digitalart @ FreeDigitalPhotos.com
Lifecycle Emails
iridize.com
From the generic “Welcome! email,
through the gentle “we haven’t seen you in a week” nudge emails,
through to the perfectly timed “you have two days to upgrade from
free trial to paid plan” reminder.
Lifecycle emails
are the best.
Why Iridize Mobile? We Hope That Was Helpful!
Read more about onboarding solutions at blog.iridize.com Or request a demo at [email protected]
iridize.com
Icons in this presentation made from Flaticon.com: Freepik by
iridize.com