Imagine a person who has never flown on an airplane (or maybe hasn’t even seen one in movies or pictures on the Internet). Once at the steps, such a passenger may be confused – after all, he doesn’t know what awaits him on board. It’s good that there are flight attendants on any flight – they will show him the right seat, tell him about safety rules and answer all his questions.
Your customers may need the same help with adaptation, especially if you have a complex digital product (website or app) with many different functions. Onboarding will help solve this problem.
Onboarding (from the English on board - "on board") of clients is a technology for adapting clients to a product, training them in the use of functions and tools.
In this article, we will consider why onboarding is needed and show what types of onboarding exist using examples. We will figure out how to set up onboarding for the user, how to conduct it and what metrics to use to evaluate its effectiveness.
Content
Why is onboarding necessary?
Onboarding tools
How to set up user onboarding?
Stages of onboarding
Onboarding Metrics
Why is onboarding necessary?
Customer onboarding allows a business to solve several problems at once:
identify the specific need of the client that prompted him to use your product;
teach the client how to use the product;
demonstrate the functionality of the product and its advantages;
engage and retain the client, encourage them to use the product more actively;
increase conversion and profits;
increase the level of loyalty;
reduce the number of support requests.
Customer onboarding involves complex work. In order for why our mint database service is perfect for marketers it to be effective and lead to the set goals, it is worth combining several different tools. Next, we will consider how exactly to conduct customer onboarding.
Types of onboarding
Educational screens
Educational screens are essentially a guide to the product's capabilities. After registration, the user is prompted to scroll through a gallery of educational screens. They highlight sections and buttons of the application and explain how to use them.
Educational screens introduce customers to the functionality of a digital product, help them quickly find the options they need, and understand how to use them.