SaaS Adoption Zen - muHive


Published on

In this deck we showcase some tips and tricks on how we increased adoption on our SaaS application muHive. We share everything from how we built instant gratification to how we leveraged email as a channel to bring users back to our application. Feel free to share this deck with anyone you think will benefit from it.

Published in: Technology
  • Be the first to comment

  • Be the first to like this

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide

SaaS Adoption Zen - muHive

  1. 1. Adoption Zen Increasing adoption and usage of SaaS applications
  2. 2. Problem Visitors were signing up for our service, but they were not using the product everyday returning to the product trying new features
  3. 3. But why?
  4. 4. Product setup involved a lot of sequential steps
  5. 5. For a new customer, our app was hard to understand
  6. 6. The best features were hidden or hard to get to
  7. 7. The experience did not compel visitors to return to the app
  8. 8. How did we fix this?
  9. 9. Account setup There are two facets to a muHive account Account listening Customers need to integrate social media and email accounts for inbound conversations Public data listening Customers need to specify keywords, business categories and geography to fetch public conversations
  10. 10. Account setup We added a setup wizard. Good! But there was a problem. There were 8 steps. terrible! Terms of use Setup email accounts Invite other users Plan details Setup social accounts Thanks & Support Setup Keywords Setup trackers
  11. 11. Let us introduce the muHive SaaS adoption Zen (禪) Tips to help increase adoption of your SaaS application
  12. 12. “The path to completion is only a FEW STEPS away” 禪
  13. 13. Very few customers were completing the wizard Clearly 8 steps were too many!
  14. 14. Fixing account setup We chopped it down to 3 steps! But what about all the other inputs?
  15. 15. “Always DEFAULT to a position of INTELLIGENCE” 禪
  16. 16. No customer liked adding too much data So we added defaults for optional features with large callouts
  17. 17. Onboarding For a new customer, our app was hard to understand. We needed a way to urge and coax our customers to come onboard the product
  18. 18. For our early customers, we conducted personal/online walkthroughs
  19. 19. We would follow this up with onboarding guides post the walkthrough. But, - It was difficult to scale once we started public signups - Onboarding sessions packed too much information Few customers would come back to the application even after the session
  20. 20. Simplifying Onboarding Started educating customers about one feature a day, gradually over 5 days, using email. Day 1 Day 2 Day 3 #WIN: one of our customers saw our day 3 mail and tried signing up again!
  21. 21. Simplifying Onboarding We also added a new product documentation portal Linked our app to this portal to act as a quick guide #WIN: Till date 160 customers have visited more than one article on this page
  22. 22. “You might capture a man but can you capture his attention?” 禪
  23. 23. Capturing interest Onboarding mails helped create initial customer interest but … Customer visits would eventually decay. We needed something more to keep their interest alive for longer.
  24. 24. Daily digest emails We started sending daily digest mails to our customers about their activities. It didn’t generate as much interest as we expected
  25. 25. Interesting digest emails The trick? Change the email! Dynamically altered the subject line based on the state of the account on that day
  26. 26. “One must not simply expect change. CHANGE must be DELIVERED” 禪
  27. 27. Let’s introduce our automation engine! Our customers loved using this … but wanted to consume information via email.
  28. 28. Forward as Email We added a forward as email endpoint to the automation Which would notify the customer on a successful result each time Which brings us to ...
  29. 29. “Interest is like that … blink and its gone” 禪
  30. 30. Why let the user go? An auto-updating number in the title bar tells customers how much new data they have (a la Twitter) #wIN The average visit duration on our app is 19 minutes
  31. 31. “a VIDEO is worth a thousand images and a million words” 禪
  32. 32. Dealing with complexity muHive automation is THE feature. But despite being designed as an intuitive drag-drop workflow, none of our customers could use it
  33. 33. What, a video? During our public launch, an automation we created in 30 seconds got massive audience interest (in a literal sense. We ran an impromptu public contest) Clearly, there was a gap in how we used the automation and how the customers tried to ...
  34. 34. Automation DIY series We created (blog + video) demos of scenarios that our automation engine could address #wIN A customer from Italy was the first to create an automation rule by using these
  35. 35. Lastly ... “An empty application makes no noise” 禪
  36. 36. Avoiding empty screens Remember these 3 mails that welcomed you to Gmail? If you don’t have data, show a mock of how the data or analysis might look in the future Do not show an empty first screen
  37. 37. muHive enbox Upon finishing sign up muHive would take customers to an empty Enbox … … we added default get started messages for people to experience the Enbox right away!
  38. 38. That’s it! We hope you will use all these tips in your adoption initiatives
  39. 39. Share this deck with friends If you think you learnt something from this deck, Click on the “Share” icon below to share this with your friends and colleagues.
  40. 40. Team Sagar Vibhute Co-founder at muHive Technology interests: databases, information architecture and evolving role of social tech Twitter: @biggfoot Ritesh M Nayak Co-founder at muHive Technology interests: social software, information retrieval, distributed systems and ICT4D Twitter: @itsmeritesh
  41. 41. @muHive /muHive thank you
  42. 42. Photo credits • • • • • • • Slide 1: Olgierd via Compfight cc Slide 4: ian boyd – CC licensed Slide 5: |Chris| via Compfight cc Slide 6: maxgiani via Compfight cc Slide 7: via Compfight cc Slide 8: katerha via Compfight cc Slide 18: tonyhall via Compfight cc