Customer onboarding is crucial for building long-term loyalty, increasing customer lifetime value and retention. Effective onboarding helps move new customers down the sales funnel by telling them about the values of your products and motivating them to make their first purchases.
Did you know that successful activation can boost a user’s lifetime value by up to 500%? Effective onboarding leads to higher retention rates, which means higher profits for a company. That is why Pushwoosh offers multiple solutions for creating and implementing effective onboarding strategies.
Set a conversational tone with a simple personal greeting via a push or an in-app message, educate your users about what your app offers via triggered emails and help them experience its benefits quickly. That's how you get truly loyal customers!
The best communication channels for onboarding include:
This is one of the most effective onboarding channels, not only because in-app messages let you reach customers at their most-engaged moments, but also because the in-app experience is often the first point of true onboarding. Many apps use in-app messaging to offer intros, tips and other help-related onboarding materials before users even create an account. Others do so right after an account is created. This channel also creates a great opportunity to explain the value of your app right away, make your users realize they should enable such features as push notifications and location data services for their own benefit.
2. Push Notifications (+ Inbox)
Push Notifications are also great for onboarding, because they are impossible to ignore and can be triggered by certain events and user actions in the app. To those people who fail to complete the full onboarding process in the app, you can send pushes to remind them of the benefits of finishing creating an account. For those who finish onboarding but who have yet to engage further, use push to highlight some features for them to discover.
Use Message Inbox to store your messages, so that users can come back to them whenever they want. Sometimes onboarding messages can reach users at the wrong time in the wrong place, which can result in them ignoring important content or getting frustrated. Send your onboarding notifications straight to Message Inbox, where users can find them, whenever they need them.
When a user initially opens the app, the inbox can display a series of welcome messages, helping to get started quickly. You can be sure that your users will have enough time to study your tips and important app features in order to get the best user experience. The engagement potential of the inbox can really drive user journeys to successful goal completions.
When it comes to welcoming new customers emails can be highly effective: the very first email companies send to new subscribers usually has the highest open rates, almost 60% — nearly 3X the average open rate, and is likely to bring 9X the transactions and 8X the revenue compared to other emails.
Trigger-based emails can also be highly effective for engaging your customers. For example, when a trial user logs in after a week of inactivity, they might automatically get a personalized email welcoming them back and offering to try some new features. Post-purchase emails with products intelligently selected for each recipient will also greatly increase customer retention.
Why use Facebook Messenger for onboarding? It is installed on over 2 billion devices, and your customers are already using it daily. That makes it perfect for delivering your onboarding messages:
Onboarding via Facebook Messenger has some serious advantages:
- 2-4x higher open rates compared to emails. Nearly 90% of messages are opened and read on Messenger, as opposed to emails with its average open rates of 20%.
- 5x higher clickthrough rates. After reading reminders on Messenger, customers are 5 times more likely to click your call-to-action.
- Nearly 90% read rate. Emails may end up buried in inboxes, or even worse, in spam folders. It's not the case with Messenger.
5. Cross-channel onboarding
This kind of onboarding has the highest efficiency. It allows using the benefits of multiple channels and reaching your users via the channels that work best for your audience.
By integrating Pushwoosh with Salesforce Journey Builder you can build a highly-effective onboarding strategy that will allow you to reach your customers at the right time with the right content and, most importantly, via the channels that work best.
Obviously, there’s no one-size-fits-all approach. You should consider your app type and user base when building an onboarding strategy. Pushwoosh will help you by providing highly effective tools for experimenting and implementing the most effective solutions!
Ready to launch an effective onboarding campaign and boost your revenue? Get a free live demo!