Turn test users to customers

Turn test users to customers

RationalizationUnlock sales potentialPlug and Play

The problem

A SaaS provider offered a free trial period, but only 2% of the free users were converted to be paying users.

Free trial users didn’t reach the “Aha!” moment and see the value of the product.
This was a problem because there are lots of alternatives. And it was obvious, that people don´t have time or make the effort to really get to know the product.

The solution

A code-free user onboarding software that helped create interactive product walkthroughs

The company easily segmented their new and existing users to improve their product adoption with specific onboarding flows, that fit to the specific need of each group. So, if for instance a new user tests the trail version, he will be automatically guided e.g. via an animation leading him to the next step. The product is very “non-developer friendly” and straightforward to get the job done. Also, it offers a domain expertise to go over previous user flows and created new onboarding flows to improve the user experience.

Insights

Stumbling blocks

The customer had FAQs written as articles so they could be turned into interactive flows as well.

What had the customer tried before?

Live chat support, FAQ and help center articles.

Additional challenges at the customer

  • Paying users were not using some of the features of the product.
  •  Because there were only 5 people in the team, live chat support was hard for them so they were searching for an automated way to support users.
  •  Even if they wrote articles about how to do certain things with the product, most people didn’t actually read.

What criteria were important to him?

The solution shouldn’t make the UX worse and slow down the website. 

Business

Benefits

  • After 14 days, the customers free trial in the platform ended. But they increased the conversion rate from free to paying users from 2% to 3.2% so they subscribed to the product.
  • The customer stopped using different products for live chat and help center so they saved money.
  • Because the tool doesn’t require any coding, the development team is happy to focus on the product.

The project schedule

  • Customer provided an account for his product so that one can use the product as one of their free trial users.
  • A meeting was arranged with the onboarding experts and their product manager to discuss the pain points of the onboarding process.
  • Onboarding flows were created together with the customer company’s product team.
  • The customer team embedded the code to their website and activated the flows that were created together.

Acceptance of the company's employees supported by

Product Manager had difficulties on optimizing limited development resources. They wanted to focus on new features but they already had low conversion rate and low percentage of their users were fully using the company’s product.

Project duration

It can vary from 1 week to 6 months, depending on the project specifics.

Project cost
(digits)

3

Running costs
(per month, digits)

2

Technical

Skills required by the customer

Only basic HTML to embed the code to customer’s website. If customer is using Google Tag Manager, none required.

The project schedule

  • Embedding the code to customer’s website.
  •  Sharing customer’s user data to segment the users.

Technical Facts

  • Typescript,
  • Javascript,
  • React,
  • Redux,
  • Next.js
  •  Although the tech stack is crowded, using the tool as a customer requires zero development skills.


Integrations or APIs

  • Google Tag Manager 
  • Google Analytics 
  • User Stats API


Where is the data stored?

Data Classification & Handling

Customer data is classified and establishes the most appropriate way of handling, storing, retrieving, and disposing of this data according to its classification. Customer data is classified at the highest level.

Data Encryption in Transit and At Rest

The best practice encryption algorithms for cryptographic controls are used to ensure the security of data and the environment that data is stored in. All data is encrypted at rest and in motion. All data-in-transit uses TLS connections, and data-at-rest is encrypted by default, always. Database backups are also automatically encrypted at rest. Encryption Keys are managed by using IBM services coupled with industry-standard methods. The service is SOC 2 Type 1 certified and HIPAA ready. Applications use a layer between application business logic and database resources. This intermediate layer ensures that one customer is not able to access another customer’s data. Data in databases are designed to be segmented for tenants.

Providers

Mert Aktas

Mert Aktas

The information may of course vary in individual cases. Please contact the provider for an assessment of your project.