Blog Usetiful - Digital product adoption made simple

  Reducing customer churn rate is one of the top concerns among software, mobile app, or subscription-based business owners. In fact, a recent study shows that most software solutions’ customer retention rate goes down to around 3% after 30 days post-installation. Often, these drops happen as soon as the free trial or demo expires. To reduce customer churn rate, you should consider reviewing your user onboarding process. This process is crucial in leaving a great impression on your customers. Nailing it could increase their overall satisfaction and encourage them to commit to your product for the long-term. With that, here are some tips on how to reduce churn rates with an effective customer onboarding process. 1. Make help easy to find and access First-time users may have a hard time navigating through your app’s interface. Therefore, you must make sure they can easily find and access help upon logging into your software. You can have a pop up at the start asking if they want a...

Complex processes or input forms can represent a challenge for even properly onboarded users. This is especially sensitive with long processes, where user decisions or inputs made at the beginning have an impact on the next steps. Smart Tips Smart Tips are advanced tooltips that can add further instruction to important or confusing elements of your process. You can also use them to notify a user contextually about change in a feature. Example: Tooltip in action The power of Smart Tips lies in their cost/effect ratio - they do a great job, while the implementation is quick and they require minimal maintenance. Just place a tooltip on a select element of your page, and it's done! Smart Tips can work independently or in combination with Product Tours. They are ideal for addressing issues in input forms - your user can continue working uninterrupted, you can rely on the quality of the submitted data and your customer self-service rate increases. Win-win! Example: Tooltip use on Faceboo...

Why is flexibility important? Modern SaaS applications and web portals are complex systems and it´s not trivial to build a user onboarding journey for them. Animations and dynamic elements are introduced as part of the user experience. Technical concepts, such as single-page architecture, are widely adopted. The way how front-end elements are built and rendered has an impact. And your business logic and exceptions in the process further multiply the complexity. When choosing a User Onboarding Software, it is good to keep in mind that these complexities can limit or even prevent wider adoption. It´s important to choose a solution that can respect the specifics of your software. More flexible features, such as product tours, tutorials, or smart tips, mean a smoother experience for your users and a wider set of supported use cases. "Do not align your application with capabilities of a User Onboarding Software, choose a User Onboarding Software that can work with your application....

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About YSoft Clerbo The employee experience begins the moment the candidate accepts your job offer. YSoft Clerbo  initiates new hires into the company and the company’s culture. With intuitive software, employees can be pre-boarded, onboarded and trained. Employees are now productive on their very first day. YSoft Clerbo is the future of work culture. Challenge: Provide interactive onboarding to new customers Clerbo team was looking for a user onboarding tool for their customers, with focus on interactive product tours in customer’s native language. Their customer support team wanted to reduce the number of questions received especially from new customers about “How to start using Clerbo”. With an increasing number of customers, it became ineffective to do long training for everyone.  Tomas Nespechal , Product manager at YSoft Clerbo described: “We recently finished the online documentation where existing customers may find answers to most of their questions. O ur current ...

You have created new user onboarding experience for your product and you love it! Why should you change anything? The true question to ask is: Do your users love the experience? Collect feedback from users The most direct way to identify the best and worst parts of the onboarding experience is to simply ask users for feedback. With Usetiful you can incorporate a simple feedback directly within your tours. How to? When creating tour in the Visual Editor, click on "Edit step" Choose Collect Feedback from the advanced options Collected feedback will appear in the Reports section Based on this quick feedback you can identify which parts of the user onboarding need to be reviewed in order to provide a more pleasant experience. Activity-based feedback The user onboarding experience is often built as a series of atomic steps that user needs to complete. The completion rate of the individual steps can indicate a problem wit...