Your poor onboarding is leading to churn. Here's what to do about it

Your poor onboarding is leading to churn. Here's what to do about it

Gary Yau Chan - Building PLG for AI Inbox Assistant Gary Yau Chan - Building PLG for AI Inbox Assistant

Gary Yau Chan - Building PLG for AI Inbox Assistant

Growth Product, SEO & Viral, Retention, Growth Loops | 26x Hackathon Winner

发布日期: 2024年11月14日
+ 关注

Your Onboarding Sucks. And You are Losing Customers

?And you are not doing anything to fix it


Here's how we increase our onboarding and activation to 45%

We use the "superhuman onboarding"

We hop on a call with customers

In 30min, we give our tool to customers

We watch them use it

Customers would say

"Not sure what to do here" ??????

"Not sure what this means" ??????

"Does this really work?" ????

It made us question

Our onboarding sucks! ??

Thats the truth …

It was not* easy enough to understand

It was not* quick to value

It was not* meeting expectations

We had to do more explaining

—

The lightbulb switched ??

When we decided

"Woah! I am spending way too much time with these customers" ??

At first our onboarding calls were 45min…

We made it our goal to reduce the time spent

We updated the tooltips

We updated the FAQ

We send easier-to-read after-onboarding emails

Our calls became 25min…

We were efficient…

The customers felt reassured

Our metrics were …

1. Less time spent per call

2. Increase upsell

3. Less "I don't know what to do" customer questions

4. Increase activation

5. Lower churn



—

Focus on onboarding

Hop on the calls

Be honest with yourself

You need to improve the onboarding

And everything else…

… will fix itself…


Read more about churn & product led growth:

  1. OMG! 1?3 of PLG customers churned
  2. The 5 reasons customers churn
  3. How to do Churn Analysis for PLG
  4. How to Report Churn to Leadership
  5. Buffer has more than 5% churn rate. Whats your churn rate?

Martha O'Neill

Product Marketing, Content Marketing and Email Marketing

3 个月

Sounds like you hit a wall with that onboarding experience. Those metrics could really help streamline things, huh?

赞
回复
1 次回应
查看更多评论

要查看或添加评论，请登录

Gary Yau Chan - Building PLG for AI Inbox Assistant的更多文章

  • Lessons from Building Product Led Growth Paywalls
    2024年12月7日

    Lessons from Building Product Led Growth Paywalls

    Building PLG paywalls didn't always go smoothly ?? Here’s what I learned and if I were to do it again: Product-led…

    1 条评论
  • Convert free PLG customers into paying customers
    2024年12月6日

    Convert free PLG customers into paying customers

    Paywalling isn't just about blocking features—it's an art of creating value, driving discovery, and nurturing customer…

  • PLG Paywalls: Maximizing Free-to-Paid Conversion ????
    2024年12月3日

    PLG Paywalls: Maximizing Free-to-Paid Conversion ????

    If I was responsible for PLG paywalls (again!) and wanted to maximize conversion, here's the strategic framework I…

    4 条评论
  • WTH is Customer Engagement in Product Led Growth?
    2024年11月23日

    WTH is Customer Engagement in Product Led Growth?

    Instead of defining it… here's the 7 ways to increase it… that would paint the picture Here are seven powerful…

    1 条评论
  • 5 ways to build SaaS Advocates with PLG
    2024年11月22日

    5 ways to build SaaS Advocates with PLG

    It's all about those G2 reviews! When customer becoming advocates thats the real proof in the pudding! We didn't get…

  • 4 Post-sales Retention playbook in Product Led Growth
    2024年11月19日

    4 Post-sales Retention playbook in Product Led Growth

    Nowadays, retaining paid customers is increasingly difficult If I were to do it again, here's my post-sales playbook…

  • Track Churn & At-Risk Customers in Product Led Growth
    2024年11月19日

    Track Churn & At-Risk Customers in Product Led Growth

    My mistake is I didn't use tools to track churn… ?? If I were to do it again, I would use these tools: * Churnkey ?? *…

    1 条评论
  • 5 Churn analysis methods for PLG SaaS
    2024年11月15日

    5 Churn analysis methods for PLG SaaS

    ?? You are NOT* measuring churn, that's why you have so many churn… ?? So wondering where to begin? ?? Here's how… ???…

  • Churn Symptoms in Product Led Growth
    2024年11月12日

    Churn Symptoms in Product Led Growth

    You are losing customers ?? And you don't even know There are two types of churn * Voluntary churn * Involuntary churn…

    3 条评论
  • Who owns retention in Product-Led Growth?
    2024年11月8日

    Who owns retention in Product-Led Growth?

    Who should own Product Led Growth SaaS retention? ?? YOU! ?? The answer is you, and everyone in the company From -…

    2 条评论

社区洞察

其他会员也浏览了