Se ha denunciado esta presentación.
Utilizamos tu perfil de LinkedIn y tus datos de actividad para personalizar los anuncios y mostrarte publicidad más relevante. Puedes cambiar tus preferencias de publicidad en cualquier momento.

Startup Lessons Learned Onboarding 500+ SaaS Users With Intercom

31.166 visualizaciones

Publicado el

Few months ago, we started using Intercom to onboard our new live chat users. We've learned a lot and thought we've share our entire process with you!

Publicado en: Software, PYMES y liderazgo
  • Does Penis Size REALLY Matter? The truth comes out... ●●● https://bit.ly/30G1ZO1
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí
  • Doctor's 2-Minute Ritual For Shocking Daily Belly Fat Loss! Watch This Video ♣♣♣ https://tinyurl.com/y6qaaou7
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí
  • Sharpen your mind with brain pill. learn more info.. ★★★ https://tinyurl.com/brainpill101
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí
  • How can I improve my memory and concentration? How can I improve my memory for studying?♣♣♣ https://bit.ly/2GEWG9T
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí
  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ,DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/yyxo9sk7 } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
       Responder 
    ¿Estás seguro?    No
    Tu mensaje aparecerá aquí

Startup Lessons Learned Onboarding 500+ SaaS Users With Intercom

  1. Startup Lessons Learned 500+ Aurelie Chazal Welcome onboard! ONBOARDING SAAS USERS WITH INTERCOM
  2. Once upon a time… A tiny live chat startup called Customericare (yes, that’s us), decided to stop living in the dark and finally invested in a decent product to track their SaaS users. ! After a very restricted amount of research (I could have lied for dramatic effect but I won’t insult your intelligence), they found Intercom.
  3. Days went by, we’ ve learned a lot… AND WE WANT TO SHARE THAT WITH YOU Hoping you’ll share it with others because we love when people share our stuffs
  4. Before we get started It would be hard (and pointless) to stuff slides with numbers and emails, so we created a PDF with: ! - the exact emails we send - important stats to go with each email (answer rate, click rate, and more…) - the Intercom set-up of each email (sending rules) YOU CAN GRAB THE PDF HERE (There’s a download box at the beginning of the article)
  5. We made a huge mistake when we first got started OUR ONBOARDING PROCESS WAS BASICALLY NON-EXISTENT
  6. It used to look something like this Users signed up giving their: Name Email Address Company Name 1 They were redirected to our app 2 We sent them a welcome email manually 3
  7. As you can imagine, NEW USERS WERE LOST
  8. Finally, we’ ve come around, AND HAVE A BETTER PROCESS INCLUDING: A simple 1 field sign-up form to reduce friction In-app, non invasive tutorial to help users get started Event based emails sent through Intercom
  9. Now let’s take a closer look at THE ONBOARDING EMAIL PROCESS Aurelie Chazal Welcome onboard!
  10. Here’s what we got: 500+ USERS ONBOARDED 1889 EMAILS SENT 47% AVERAGE OPEN RATE 6% AVERAGE CLICK RATE 5% AVERAGE RESPONSE RATE
  11. There are some crucial points in our customers’ onboardingjourney Signup Install html code on site Have first chat Switch from trial to paid of free plan Start using more advanced features Become an active user
  12. And emails help us guide users through these points Signup Install html code on site Have first chat Start using more advanced features Become an active user Switch from trial to paid of free plan
  13. They also help us get feedback from users whojumped offboard Signup Install html code on site Have first chat Switch from trial to paid of free plan Start using more advances features Become an active user
  14. We divided the emails into 4 groups 1. Welcome new trial users 2. Educate users 3. Onboard users after trial period 4. Rescue inactive users
  15. 1) Welcome New Trial Users WELCOME
  16. The quote was found on this awesome article on Vero’s blog A very wise guy named Paras Chopra once said « More often than not the welcome email is just a re-iteration of how to login or a reminder of the email address the customer used to sign up. Actually giving links to detailed guides helps a customer orient themselves properly and begin to make maximum usage of the product. »
  17. So we decided to organize 1. GIVE NEW USERS THE TOOLS THEY NEED TO START CHATTING our welcome emails around 2 goals: 2. GET TO KNOW THEM (THEIR BUSINESS, WHAT THEY WANT TO ACHIEVE WITH LIVE CHAT…)
  18. The process looks like this: Getting started email Welcome email (sent after sign up) (sent after first chat) V1: Signed up on our website V2: Downloaded the WordPress Plugin Install code email (sent after sign-up if onboarding not completed) For website signups only
  19. Our getting started email focuses on 2 actions: Have first chat Customize plugin (Click here to download a PDF with the exact email we send)
  20. And it turns out:
  21. And it turns out: 50% of users have their 1st chat
  22. And it turns out: 50% of users have their 1st chat 20% of users customize the chat window
  23. And it turns out: 50% of users have their 1st chat 20% of users customize the chat window most rewarding action at the core of our app
  24. Lesson learned: FOCUS YOUR GETTING STARTED EMAIL ON THE CORE AND MOST REWARDING ACTION USERS ARE LOOKING TO PERFORM IN YOUR APP
  25. Lesson learned: FOCUS YOUR GETTING STARTED EMAIL ON THE CORE AND MOST REWARDING ACTION USERS ARE LOOKING TO PERFORM IN YOUR APP for us it’s having a chat, for a social media scheduling app it would be scheduling your first post
  26. Now, let’s look at our Welcome email (Click here to download a PDF with all the emails)
  27. personal introduction Simple question to establish 1st contact
  28. And the results are… 5% reply rate 20% of replies from people who won’t use our app 20% reports of bugs and other problems 4 users saved thanks to email 80% of conversations end after 1 reply
  29. And the results are… 5% reply rate 20% of replies from people who won’t use our app 20% reports of bugs and other problems 4 users saved thanks to email 80% of conversations end after 1 reply TERRIBLY DISAPPOINTING.
  30. We failed. Miserably. BUT WE AREN’T GIVING UP!
  31. We took Groove’ s welcome email as an example
  32. But, here’s what Groove has that we don’t
  33. But, here’s what Groove has that we don’t 1. A PERSONAL LOOKING EMAIL
  34. But, here’s what Groove has that we don’t 1. A PERSONAL LOOKING EMAIL 2. A GOOD REASON FOR USERS TO REPLY
  35. But, here’s what Groove has that we don’t 1. A PERSONAL LOOKING EMAIL 2. A GOOD REASON FOR USERS TO REPLY 3. A MORE GENUINE OVERALL FEEL
  36. But, here’s what Groove has that we don’t 1. A PERSONAL LOOKING EMAIL 2. A GOOD REASON FOR USERS TO REPLY 3. A MORE GENUINE OVERALL FEEL 4. A SIMPLER PROCESS (our users already received a first email, this is Groove’s first email)
  37. Lesson learned: DON’T TRY TO BE EVERYTHING AT ONCE. HAVE ONE CLEAR WELCOME EMAIL WHERE YOU FOCUS ON ONE CORE OBJECTIVE
  38. Lesson learned: DON’T TRY TO BE EVERYTHING AT ONCE. HAVE ONE CLEAR WELCOME EMAIL WHERE YOU FOCUS ON ONE CORE OBJECTIVE We are working on a better in-app tutorial that should make the 1st email redundant so we can focus on a personal / relationship building approach
  39. 2) Educate Users
  40. What we want to achieve: INTRODUCE TRIAL USERS TO ADVANCED FEATURES (help them discover new possibilities and make the most out of our app) INCREASE ENGAGEMENT (increase the use of our brand and make sure users come back)
  41. The process looks like this: Features teaser email Newsletter teaser email (sent 3 days after signup) (sent 10 days after signup) V1: Users with low engagement V2: Highly engaged users
  42. The features email introduces:
  43. The features email introduces: Proactive chat invitations
  44. The features email introduces: Proactive chat invitations Chat departments
  45. The features email introduces: Proactive chat invitations Chat departments Quick responses Only in the email sent to engaged users
  46. After reading the email, 25% of users log back into our app
  47. While this is a good number, WE STILL SEE A VERY LOW USAGE OF THE FEATURES MENTIONED IN THE EMAIL
  48. Lesson learned: EDUCATIONAL EMAILS NEED TO BE MORE FOCUSED AND TARGETED
  49. Lesson learned: EDUCATIONAL EMAILS NEED TO BE MORE FOCUSED AND TARGETED We eventually want to adopt a more targeted approach where a user who would perform a specific action would receive a specific feature suggestion (ex: if a user adds a proactive chat invitation, suggest he adds quick answers)
  50. The newsletter teaser email FOCUSES ON GETTING USERS ENGAGED WITH OUR BRAND AND NOT ONLY OUR APP
  51. We scheduled this email more as an experiment and got…
  52. We scheduled this email more as an experiment and got… ABSOLUTELY NOTHING
  53. We made 2 rookie mistakes
  54. We made 2 rookie mistakes 1. ! The email is focused primarily on us and how cool our blog is Bad marketer! Didn’t your mom teach you anything
  55. We made 2 rookie mistakes 1. ! The email is focused primarily on us and how cool our blog is Bad marketer! Didn’t your mom teach you anything 2. ! We don’t provide immediate value to our users We’ll try replacing the newsletter by our ebook
  56. Lesson learned: NO ONE CARES ABOUT YOU! ONLY PROMOTE YOUR CONTENT IF IT IS TRULY USEFUL TO USERS
  57. Lesson learned: NO ONE CARES ABOUT YOU! ONLY PROMOTE YOUR CONTENT IF IT IS TRULY USEFUL TO USERS We promoted our newsletter when we have an ebook that would bring a lot more immediate value to users… This is going to change :)
  58. 3) Onboard Users After Trial Period !
  59. What we want to achieve: TURN TRIAL USERS INTO CUSTOMERS (promote the paid plans to people who might benefit from it) GATHER FEEDBACK FROM THOSE WHO LEFT (we know our app won’t fit everyone’s needs but we always make it a priority to gather feedback)
  60. The process looks like this: End of trial emails Plan selected emails (after a plan was selected) 3 days before end 1 day before end trial ended 1 version for each monthly plan License cancelled email (if no plan selected after 30 days)
  61. The end of trial emails ARE PRETTY STRAIGHT FORWARD
  62. The end of trial emails ARE PRETTY STRAIGHT FORWARD 1 1. Information about precise end of the trial
  63. The end of trial emails ARE PRETTY STRAIGHT FORWARD 1 1. Information about precise end of the trial 2 2. Quick reminder about the options our users have
  64. These emails have mostly helped us RETAIN USERS WHO WERE NOT YET READY TO PAY BY OFFERING OUR FREE PLAN
  65. Lesson learned: MAKE IT EASY FOR USERS TO SELECT THE PLAN THEY WANT TO CONTINUE ON. WHEN OFFERING FREEMIUM, DON’T HIDE THE FREE PLAN!
  66. Lesson learned: MAKE IT EASY FOR USERS TO SELECT THE PLAN THEY WANT TO CONTINUE ON. WHEN OFFERING FREEMIUM, DON’T HIDE THE FREE PLAN! We are still running tests were we « hide » the free option. However, emails we got from people looking for it makes us think we lost good users because of this.
  67. The license cancelled email is A GOOD OPPORTUNITY TO GATHER FEEDBACK TO IMPROVE
  68. The license cancelled email is A GOOD OPPORTUNITY TO GATHER FEEDBACK TO IMPROVE 1. ! Our app It allows us to see which vital features we are missing
  69. The license cancelled email is A GOOD OPPORTUNITY TO GATHER FEEDBACK TO IMPROVE 1. ! Our app It allows us to see which vital features we are missing 2. ! Our marketing A lot of users just don’t get how to benefit from our app, or they are just not our target customers
  70. WE ADDED THIS EMAIL FEW WEEKS AGO IN THE INTERCOM CYCLE SO IT DIDN’T HAVE A CHANCE TO SEND YET. HOWEVER, WE’RE DECIDED TO TRY IT ON OLDER TRIALS BY SENDING A MANUAL OUTREACH.
  71. The results were amazing! WE RECEIVED TONS OF USEFUL FEEDBACK
  72. AND CONNECTED WITH POTENTIAL CLIENTS WE THOUGHT WE HAD LOST
  73. Lesson learned: MOST PEOPLE WON’T MIND GIVING YOU FEEDBACK, YOU JUST HAVE TO ASK AND BE GENUINE ABOUT IT
  74. Lesson learned: MOST PEOPLE WON’T MIND GIVING YOU FEEDBACK, YOU JUST HAVE TO ASK AND BE GENUINE ABOUT IT The email was sent by our CEO which pleasantly surprised some people who were just happy we cared about their experience.
  75. 4) Rescue inactive users
  76. What we want to achieve: RESCUE LOST TRIAL USERS (see if there’s anything we can do to help) GATHER FEEDBACK (we don’t primarily focus on asking for feedback but it helped us gather some great insight)
  77. The process looks like this: 14 days inactive email 30 days inactive email7 days inactive email
  78. IN A GREAT ARTICLE, INTERCOM MENTIONS THE « BUT I WAS JUST ON HOLIDAYS » EFFECT
  79. IN A GREAT ARTICLE, INTERCOM MENTIONS THE « BUT I WAS JUST ON HOLIDAYS » EFFECT I have to admit that we are guilty of misplaced « just on holiday » rescue emails
  80. What do I mean by that?
  81. What do I mean by that? When getting started, you want to rescue as many users as you can so you schedule emails like this one: Sent after 7 days of being inactive
  82. Intercom is spot on with this! HERE’S A REPLY WE RECEIVED:
  83. Intercom is spot on with this! HERE’S A REPLY WE RECEIVED: It’s a really friendly email but a customer should never have to apologies for our mistakes…
  84. Still, the results for these emails HAVE EXCEEDED OUR EXPECTATIONS
  85. Still, the results for these emails HAVE EXCEEDED OUR EXPECTATIONS 40% average open rate 9% average reply rate
  86. Still, the results for these emails HAVE EXCEEDED OUR EXPECTATIONS 40% average open rate 9% average reply rate The best email is the 2nd one sent after 14 days with a 50% open rate and 13% reply rate
  87. The only channel where we START MORE CONVERSATIONS IS The live chat window on our website
  88. Live chat helps us engage users BEFORE OF WHILE THEY ARE USING THE APP
  89. Live chat helps us engage users BEFORE OF WHILE THEY ARE USING THE APP Intercom emails help us engage users AFTER THEY LEFT THE APP
  90. Together, they’ ve been an amazing way TO GATHER FEEDBACK AND KEEP IN TOUCH WITH USERS
  91. Lesson learned: GIVE USERS SOME TIME BEFORE CONSIDERING THEM INACTIVE.
  92. Lesson learned: GIVE USERS SOME TIME BEFORE CONSIDERING THEM INACTIVE. While rescue emails have worked great we scheduled too many of them too close together which annoyed few users and confused others.
  93. So what’s next?
  94. So what’s next? 1. WORK ON A BETTER WELCOME EMAIL PEOPLE WILL WANT TO REPLY TO
  95. So what’s next? 1. WORK ON A BETTER WELCOME EMAIL PEOPLE WILL WANT TO REPLY TO 2. SWITCH THE NEWSLETTER TEASER TO AN EBOOK TEASER
  96. So what’s next? 1. WORK ON A BETTER WELCOME EMAIL PEOPLE WILL WANT TO REPLY TO 2. SWITCH THE NEWSLETTER TEASER TO AN EBOOK TEASER 3. GIVE «INACTIVE USERS» MORE TIME BEFORE WE CONTACT THEM
  97. And a larger project: CREATE HIGHLY TAILORED TASK ORIENTED EMAILS TO: ! 1. give users kudos when they finished a new task ! 2. suggest new features and tasks depending on previous behavior
  98. That’s it! Want more details? We’ve put together a PDF with the exact emails we send, detailed stats about each of them and the Intercom settings we use. YOU CAN GRAB THE PDF HERE (There’s a download box at the beginning of the article)
  99. ABOUT US We’re the folks behind CustomerIcare Live Chat. It’s free, easy to use and built by an amazing team of helpful people. x CLICK HERE TO LEARN MORE

×