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4 Successful SaaS Onboarding Strategies
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4 Successful SaaS Onboarding Strategies

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Onboarding SaaS users is a more complex process than product onboarding - engaging a customer for the duration of a service requires relationship-building skills. We dive deep into customer engagement …

Onboarding SaaS users is a more complex process than product onboarding - engaging a customer for the duration of a service requires relationship-building skills. We dive deep into customer engagement psychology for this one.

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  • 1. 4 Successful SaaS Onboarding Strategies by iridize
  • 2. The Data The face of Onboarding theory and practice is constantly changing with: Img source: africa @FreeDigitalPhotos.com iridize.com Design trends Technological innovations Further understanding of user needs
  • 3. Some basic truths about onboarding remain the same since the dawn of technology… Cartoon from here iridize.com
  • 4. But the more technological we get… …the more we need tools to help us cope with the massive amount of learning we need to cram into the same 24 -hour-day Img Src: pixtawan @ FreeDigitalPhotos.com iridize.com
  • 5. After-Sale-Service Matters. A lot. iridize.com
  • 6. Balance should be maintained between two parameters: How often do we REALLY understand what kind of software we are getting into, right at the beginning? Source: http://www.flickr.com/photos/29174632@N00/2208944056 iridize.com
  • 7. Quite a few SaaS providers offer services with benefits that are more complicated to explain than “we do your laundry” or “we fix hardware”. iridize.com
  • 8. Img source: http://www.flickr.com/photos/cblue98/7254347346/sizes/o/ Services like Customer Relationship Management apps or various productivity optimizers – cannot convey the richness of their vision through a demo video. iridize.com
  • 9. Being there for an extensive period of time, walking the user through their process of getting familiar and comfortable with your service – it matters. iridize.com
  • 10. Planning Expectation Management cautiously. iridize.com
  • 11. Img source: Ambro @ FreeDigitalPhotos.com iridize.com While promising unlimited support to a new user is tempting, it also impossible to deliver.
  • 12. Don’t be afraid to set boundaries: 1.You are running a business 2.Hearing a “No” will help your customers trust your “Yes”. iridize.com
  • 13. Rolling up sleeves: The Hands-On approach iridize.com
  • 14. We’ve said it before: different people have different learning mechanisms. Providing a plethora of learning tools wide enough to accommodate everyone, ever – is unrealistic. iridize.com
  • 15. This helps process the webapp’s visual patterns, addressing the needs of Visual Learners in the process Provide self-service guidance that lets the eyes Tired user try out the software themselves, get their hands dirty and gain confidence in their ability to handle the software. iridize.com
  • 16. Balancing Engagement with Un-intrusiveness iridize.com
  • 17. The most delicate aspect of onboarding strategies. Where does the line draw? Can we make assumptions about other people’s personal sense of privacy? Cartoon from here iridize.com
  • 18. Today, most SaaS users have a broader definition of digital privacy, thanks to: Facebook Online shopping GPS-based mobile apps iridize.com
  • 19. Sophisticated applications are expected to know enough about the user so as to anticipate moves and accommodate preferences. Screen shot from Lifehacker iridize.com
  • 20. Onboarding solutions that can pick up where the user left off or pop up for specific user groups – are greeted with appreciation. Welcome back! Would you like to resume the walkthrough where your left it? iridize.com
  • 21. Why Hope That Was Helpful! We Iridize Mobile? Read more about onboarding solutions at blog.iridize.com Or request a demo at contact@iridize.com iridize.com