{"id":3385,"date":"2019-12-13T11:18:21","date_gmt":"2019-12-13T10:18:21","guid":{"rendered":"https:\/\/capturly.com\/blog\/?p=3385"},"modified":"2023-09-26T11:36:23","modified_gmt":"2023-09-26T09:36:23","slug":"4-user-onboarding-tips-that-wont-give-your-customers-a-headache","status":"publish","type":"post","link":"https:\/\/capturly.com\/blog\/4-user-onboarding-tips-that-wont-give-your-customers-a-headache\/","title":{"rendered":"4 Tips for a More Effective User Onboarding to Identify your User"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">User onboarding is a popular term frequently thrown around within the software industry, but what exactly does it mean?\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Essentially, user onboarding boils down to the way you teach a customer to use &#8211; and love &#8211; your product, often before they\u2019ve even committed to it. When done well, <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-best-practices\/\">user onboarding<\/a> can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">transform a trial run into a lifelong customer\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">turn your customer into your advocate<\/span><\/li>\n<\/ul>\n<blockquote><p><span style=\"font-weight: 400;\">Through expert user onboarding, a customer can become comfortable with the product, bolstering their belief in the value of that product and increasing the likelihood that they will pass the product along to someone else in their field.\u00a0<\/span><\/p><\/blockquote>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/cdn.dribbble.com\/users\/1767252\/screenshots\/8026920\/media\/654cc03a2e5018007851771122ab751d.png\" alt=\"satisfied customers in e-commerce\" width=\"1600\" height=\"1200\" \/>(<a href=\"https:\/\/cdn.dribbble.com\/users\/1767252\/screenshots\/8026920\/media\/654cc03a2e5018007851771122ab751d.png\">Source<\/a>)<\/p>\n<p><span style=\"font-weight: 400;\">Bad user onboarding, on the other hand, is a headache.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Even a great product can fall flat (and bleed ROI potential) when the <\/span><a href=\"https:\/\/capturly.com\/blog\/bad-user-experience-kills-your-conversion-funnel\/\"><span style=\"font-weight: 400;\">user onboarding<\/span><\/a><span style=\"font-weight: 400;\"> isn\u2019t comprehensive and easily accessible. Some pitfalls to avoid in user onboarding are:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">slow load time<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">lengthy onboarding process<\/span><\/li>\n<\/ul>\n<p><span style=\"font-weight: 400;\">Making these mistakes is a guarantee that your customer will start looking elsewhere for an alternative product.<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Identifying Your User<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">There are countless user <a href=\"https:\/\/www.hrcloud.com\/blog\/onboarding-best-practices-the-4-cs\">onboarding<\/a> methods, some more effective than others, that will help to ensure your customers use your product for years to come. But before you can determine the best user onboarding methods for you, you need to understand your user. <\/span><a href=\"https:\/\/blog.remesh.ai\/5-types-of-market-segmentation-how-to-use-them\"><span style=\"font-weight: 400;\">Market segmentation<\/span><\/a><span style=\"font-weight: 400;\"> can help you in this step.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/media.giphy.com\/media\/6Xg4NyXNHLwje\/giphy.gif\" alt=\"identify your user market segmentation\" width=\"480\" height=\"311\" \/><\/p>\n<p><span style=\"font-weight: 400;\">Learn who your user is, and the best onboarding methods will become more obvious to you.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">User Onboarding Methods to Try<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">After narrowing down your audience, their opinions, and values, it\u2019s time to try out a <a href=\"https:\/\/www.apty.io\/blog\/top-10-classifications-of-user-onboarding-techniques\">few user onboarding techniques<\/a>.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here are four user onboarding methods that won\u2019t give your customers a headache.\u00a0<\/span><\/p>\n<h3><b>Get straight to the point<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Clear, concise and interactive onboarding takes the user through basic operating steps and is the fastest way for users to become comfortable with your product.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This type of onboarding also offers users a feeling of security. Using new products can be overwhelming, but if clear instructions are laid out for your customers, they\u2019re far less likely to get overwhelmed and head for a different product.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/cdn.dribbble.com\/users\/1998175\/screenshots\/6138162\/store_onboarding.gif\" alt=\"user onboarding \" width=\"800\" height=\"600\" \/>(<a href=\"https:\/\/dribbble.com\/shots\/6138162-e-commerce-illustrated-mobile-onboarding-animation\">Source<\/a>)<\/p>\n<p><span style=\"font-weight: 400;\">Problems occur when this interactive onboarding becomes too busy.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Keep it simple, with short and clear language &#8211; much like a technical guide or user manual. Don\u2019t make your customers feel like you\u2019re wasting their time with long sentences and unnecessary graphics.\u00a0<\/span><\/p>\n<h4><b style=\"color: #000000; font-size: 20px;\">Re-engage users with an email campaign\u00a0<\/b><\/h4>\n<p><span style=\"font-weight: 400;\">Useful, informative emails that arrive right after a user register\u2019s a product can be a fantastic onboarding method, as long as emails add value.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">We all get far too many emails, so this method has to be handled with a light touch. Sending an email with clear step-by-step instructions is a good way to deliver best practices to your customers without sending them into content overload.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/cdn.dribbble.com\/users\/4887\/screenshots\/3142565\/mcblackfriday.gif\" alt=\"email marketing for user onboarding\" width=\"800\" height=\"600\" \/>(<a href=\"https:\/\/dribbble.com\/shots\/3142565-Black-Friday-Bonanza\">Source<\/a>)<\/p>\n<p><span style=\"font-weight: 400;\">No one wants to read an essay in their inbox each week, so narrow the instructions down to the most pertinent information &#8211; and add a CTA to a more comprehensive landing page with instructions that customers can read at their leisure.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Finally, make sure your email is visually pleasing and mobile-friendly!<\/span><\/p>\n<h3><b style=\"color: #000000; font-size: 20px;\">Ask your users what they want<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Early in your onboarding, ask a few guided questions, and let that determine which tips and tricks your customers are most interested in. This strategy is similar to customer or persona interviews, which can be conducted via <\/span><a href=\"https:\/\/blog.remesh.ai\/should-you-use-online-focus-groups\"><span style=\"font-weight: 400;\">online focus groups<\/span><\/a><span style=\"font-weight: 400;\"> (especially for customers abroad or out-of-state) or one-on-one interviews.\u00a0<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/cdn.dribbble.com\/users\/824641\/screenshots\/3982257\/neokids_dribbble_2.gif\" alt=\"how to special user experience\" width=\"800\" height=\"600\" \/>(<a href=\"https:\/\/dribbble.com\/shots\/3982257-Neo-Kids-Onboarding-Concept\">Source<\/a>)<\/p>\n<p><span style=\"font-weight: 400;\">No matter how you set up your onboarding, a few questions about your user\u2019s experience or goals will help both you and your users in the process of learning your product. Some examples of <\/span><a href=\"https:\/\/blog.remesh.ai\/100-open-ended-survey-questions-market-researchmar\"><span style=\"font-weight: 400;\">product onboarding questions<\/span><\/a><span style=\"font-weight: 400;\"> are:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What solutions did you try before using our product?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">What is the biggest difficulty you face when purchasing this type of product?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">How would you use this new feature?<\/span><\/li>\n<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">At what stage of development do you think this product is?<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">Most products have a wide range of users, coming from varying backgrounds and with different knowledge sets. By determining where particular users for this product are coming from, you can change the amount of information being offered to them in your onboarding technique, and you won\u2019t bog down the product with unnecessary information.<\/span><\/p>\n<h3><b style=\"color: #000000; font-size: 20px;\">Hire a customer success team<\/b><\/h3>\n<p><span style=\"font-weight: 400;\">Although SaaS (or software as a service) has become a <a href=\"https:\/\/tms-outsource.com\/blog\/posts\/saas-vs-paas-vs-iaas\/\">common product style<\/a>, many complex products simply require a customer success team. This is different than the customer service team.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">The benefit of having a dedicated customer success team is that the customer has a single point of contact throughout their life cycle. A customer success team is also able to monitor customer behavior, manage the life cycle at large, and drive strategic initiatives toward customer retention. This type of team is often seen as a revenue driver, as opposed to a <a href=\"https:\/\/www.lifesize.com\/en\/video-conferencing-blog\/call-center-customer-service\">customer service call center<\/a>, which tends to eat budget merely for the sake of ad-hoc issues. Additionally, a customer success team is viewed as more customer-centric than a customer service center, which is arguably supporting the product more than the user.<\/span><\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-medium\" src=\"https:\/\/media.giphy.com\/media\/T0WzQ475t9Cw\/giphy.gif\" alt=\"customer succes team\" width=\"500\" height=\"264\" \/><\/p>\n<p><span style=\"font-weight: 400;\">A customer success team can also sometimes sound like a sales team. What differentiates these inter-connected and client-facing roles are many things. Customer success is focused on existing account growth, rather than account acquisition. This translates to a deep focus on the long-term health of an account (i.e. customer business), rather than ramping to acquire that customer account initially.\u00a0<\/span><\/p>\n<h2><span style=\"font-weight: 400;\">Summing Up User Onboarding<\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Determining your user onboarding methods can only be done with your particular product in mind, but using these methods will make coming to that conclusion a breeze.<\/span><\/p>\n<div class=\"su-divider su-divider-style-default\" style=\"margin:15px 0;border-width:2px;border-color:#999999\"><\/div>\n<p><em>Author Bio<\/em>: Emily is the Content Strategist at <a href=\"https:\/\/hello.remesh.ai\/agile-research-platform-demo-now\" target=\"_blank\" rel=\"noopener\" data-saferedirecturl=\"https:\/\/www.google.com\/url?q=https:\/\/hello.remesh.ai\/agile-research-platform-demo-now&amp;source=gmail&amp;ust=1578471015777000&amp;usg=AFQjCNGk6WE1_a1yKOSvAPYnPJv5vjee3g\">Remesh<\/a> and has an eye for all things strategy, spending most of her time spinning data into stories. You can connect with her on <a href=\"https:\/\/www.linkedin.com\/in\/esmithwrites\" target=\"_blank\" rel=\"noopener\" data-saferedirecturl=\"https:\/\/www.google.com\/url?q=https:\/\/www.linkedin.com\/in\/esmithwrites&amp;source=gmail&amp;ust=1578471015777000&amp;usg=AFQjCNGv5aa6LxW59NDZxuDNiqCi6y2sOw\">LinkedIn<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>User onboarding is a popular term frequently thrown around within the software industry, but what exactly does it mean?\u00a0 Essentially, user onboarding boils down to the way you teach a customer to use &#8211; and love &#8211; your product, often before they\u2019ve even committed to it. When done well, user onboarding can: transform a trial<\/p>\n","protected":false},"author":28,"featured_media":3439,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[4,2,6],"tags":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v20.13 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>4 Tips for a More Effective User Onboarding to Identify your User - Capturly Blog<\/title>\n<meta name=\"description\" content=\"What user onboarding means. How to transform a trial run into a lifelong customer. 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