Understanding what the onboarding process entails helps you see its relevance in your company. It’s much more than an instruction guide. It’s an interactive way for users to get to know your product and explore how to apply it to their lives.
Paying attention to the onboarding and adoption phases that a new user goes through is vital if you want to retain the customer. Let’s dive deeper into the subject.
What is user onboarding?
If you’re not sure what user onboarding is, it’s a good thing you’re here.
User onboarding is a vital step in a customer’s product journey, and you shouldn’t glaze over it. If approached appropriately, it can positively affect the interactions you have with your customers long into the future.
User onboarding is one of the first initial phases a customer goes through when beginning their partnership with your company. Similar to orientation, it helps customers become familiar with the technology they’ve purchased.
In this stage, your company should offer guided software walkthroughs, introducing its features along the way. Onboarding allows the person to use the products they’ve purchased because they better understand how it benefits them.
The most notable benefits of the process include an increase in customer engagement, the adoption of products and services, the retention of the customer long-term, and fewer costs involved with customer support.
When a person feels confident in their ability to use a product without assistance, they’re more likely to utilize more than once. If it’s something they perceive to be too difficult to use, they’ll discard it in favor of something more user-friendly.
What is product adoption?
The adoption phase of a customer’s product experience is when the user sees the value in the technology, buys it, and starts using it regularly.
They’ve adopted the item and incorporated into their routine. They trust the features and benefits as it applies to their lives.
The customer is then able to give objective feedback about what works and doesn’t work with the product. This information helps you improve the current state of your product, so it appeals to a broader audience. The data you retrieve from your customers enables you to avoid future issues with your products and services.
How do the two relate to one another?
Product onboarding and adoption go hand-in-hand for reasons other than adoption typically being the subsequent phase after onboarding.
A positive onboarding experience lays the groundwork for positive product adoption.
A negative onboarding experience may not lead to product adoption at all.
Customers need to know how to use your product so that they’ll want to include it in their daily routine or recommend it to others.
Once the onboarding process is complete, the user knows whether or not the product is something they want to explore further by buying it.
Typically, if users feel something needs additional work to make it more user-friendly, faster, or convenient, they will provide feedback to your company.
Companies need good user onboarding software to accelerate product adoption
You should continue to employ customer service representatives dedicated to assisting new users. However, you may find it beneficial to use product experience software that specializes in product onboarding.
Product experience software provides valuable user behavior data and allows software owners to get inside the minds of their target audience. You will learn what your users want and need and what they don’t.
With this data, you can create a personalized onboarding experience that works for each user with a PX software. As previously stated, a positive onboarding experience fosters product adoption. A product experience software can improve the product adoption process of your product with features like in-app guides, live chats, demos, and hotspots.
Product experience software can be of benefit throughout the rest of the user’s journey as well. You can track their traffic patterns, obtain feedback with in-app surveys, and evaluate their impact on your revenue.
With these capabilities, you able to boost your users’ confidence and trust and sell them on your product’s value. More importantly, they’ll share their experience or feedback with others who might join in on the fun!