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All aboard! Improving your onboarding processes

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3 Actionable Ideas For Improving Your Onboarding Process

Remember when we talked about how Zendesk fine-tuned their lifecycle email marketing approach by switching from time-based triggers to usage-based ones? A lot businesses could benefit from this strategy. As someone whose inbox receives “last chance, get your 20% off coupon before it expires” email from a certain company *cough*bedbath&beyond*cough* about once a week, I found it quite hilarious that they haven’t tried something more engaging. For the anxious email readers, yes there’s a sense of urgency initially but your nerves are calmed by the time you get the fifth or sixth email.

Maybe you’re looking for ideas on how you could improve your onboarding process for your SaaS company. Well, look no further because here are 3 actionable ideas you could put into place right away. The goal is to get your users up and running with the least friction and work from both sides.

1. So you’re monitoring their onboarding progress and realize they didn’t finish setting within the first few days? Send out an email offering to help.

There could be many reasons why they didn’t finish the set up: loss of interest, ran into an issue, got distracted, etc. A proactive email (rather than waiting for a support ticket to come in) could increase the odds of ushering them into completing the setup.

2. Follow-up with those who didn’t convert based on their usage.

This is a great way to get some user feedback. They may have seen or experienced something they didn’t like. Or maybe they didn’t find the value you promised or didn’t agree with the pricing. On the other side of the coin, maybe they just need a little more encouragement – offer a discount or extend their trial period.

3. Invite users to try features based on what they haven’t used

There’s an opportunity here to promote what they don’t already know. By targeting them with an email that highlights features they may have missed, you don’t risk sounding redundant with your emails and give off an attentive vibe!

Ellis Luk

I’m the marketing and communications manager at Totango – but you can call me Chief Content Officer. When I’m not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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