Tackling Onboarding rate Low Onboarding Rates: A Framework
With promise defin! as our key metric, we can now use our framework to improve the onboarding process. In this section we will demonstrate how to use our framework to tackle low onboarding rates.
Define your SaaS onboarding touchpoints
Step 1: Onboarding rate Define your onboarding process’s touch points
It should go as no surprise, but the best way to improve low onboarding rates is to start by analyzing the onboarding process itself. Specifically, we recommend defining the touch points that customers experience during the onboarding process.
These benchmarks should be in line with the technical requirements for the product, as well as demonstrate the product’s promise. Typically, these touch points are part of a sequence, requiring completion to continue on.
Example
To match their technical requirements and norway whatsapp number data 5 million demonstrate their product’s promise, the PandaDoc team defin! the following touch points in their onboarding process:
ser creates an account
2. User uploads a document
3. Document is sent to second party
4. Document is sign!.
Notice how the process begins with rubicon shares this data with third creating an account and ends when the promise (the ability to sign documents digitally) is accomplish!.
Step 2: Identify roadblocks
Our research shows that 20-50% of users will delay going through the onboarding process after reaching a point of friction. Typically, these roadblocks are directly relat! to technical requirements within the germany cell number onboarding process. Steps that are overly problematic can disincentivize users to continue their trial experience, leading to higher churn.
After defining the specific steps in your onboarding process, we recommend analyzing the customer’s journey and identifying potential bottlenecks. To do this, we recommend using a cohort analysis funnel. When doing so, analyze each step of the onboarding process as its own respective cohort; analysts should look to observe the amount of users that fail to continue the process after reaching each step.
