Happy, long-term customers are often born from a positive onboarding experience. Those first interactions a new user has with your SaaS product set the tone for their ongoing relationship with your company.
But how do you find the right balance between low-touch and high-touch onboarding? How can you tell if a user’s onboarding was successful? And most importantly, how do you get the right users to sign up for your product to begin with?
For complex SaaS products like Intercom, a one-size-fits-all approach to onboarding doesn't cut it. In this episode Phil Byrne, Onboarding & Activation Lead at Intercom, shares how to turn your new users into long-term paying (and happy) customers. No spoilers, but here’s one key piece of advice: “Trying to be as unannoying as possible will set you up for success in the long run.”
Phil talks us through the Intercom playbook for onboarding & activation, including:
Stay tuned to the end of the episode where Phil takes on our fast five challenge and shares his best piece of advice for fellow SaaS marketers.
And let us know what you think by tweeting to us @SaaSGrowthHub
Enjoy the show!
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Links:
Intercom >> www.intercom.com/
Start With Why >> www.goodreads.com/book/show/7108725-start-with-why
Inside Intercom Blog >> www.intercom.com/blog/
Follow Phil on Twitter >> twitter.com/noisey_music
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Advance B2B >> www.advanceb2b.com
Follow The Growth Hub on Twitter >> twitter.com/SaaSGrowthHub
Follow Edward on Twitter >> twitter.com/NordicEdward