SaaS Adoption Zen - muHive

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    11-May-2015
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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.

Transcript of SaaS Adoption Zen - muHive

  • 1.Adoption Zen Increasing adoption and usage of SaaS applications

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. But why? 4. Product setup involved a lot of sequential steps 5. For a new customer, our app was hard to understand 6. The best features were hidden or hard to get to 7. The experience did not compel visitors to return to the app 8. How did we fix this? 9. Account setup There are two facets to a muHive accountAccount listening Customers need to integrate social media and email accounts for inbound conversationsPublic data listening Customers need to specify keywords, business categories and geography to fetch public conversations 10. Account setup We added a setup wizard. Good! But there was a problem. There were 8 steps. terrible!Terms of useSetup email accountsInvite other usersPlan detailsSetup social accountsThanks & SupportSetup KeywordsSetup trackers 11. Let us introduce the muHiveSaaS adoption Zen () Tips to help increase adoption of your SaaS application 12. The path to completion is only a FEW STEPS away 13. Very few customers were completing the wizard Clearly 8 steps were too many! 14. Fixing account setup We chopped it down to 3 steps!But what about all the other inputs? 15. Always DEFAULT to a position of INTELLIGENCE 16. No customer liked adding too much data So we added defaults for optional features with large callouts 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. For our early customers, we conducted personal/online walkthroughs 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 informationFew customers would come back to the application even after the session 20. Simplifying Onboarding Started educating customers about one feature a day, gradually over 5 days, using email. Day 1Day 2Day 3#WIN: one of our customers saw our day 3 mail and tried signing up again! 21. Simplifying Onboarding We also added a new product documentation portal docs.muhive.com 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. You might capture a man but can you capture his attention? 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. Daily digest emails We started sending daily digest mails to our customers about their activities.It didnt generate as much interest as we expected 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. One must not simply expect change. CHANGE must be DELIVERED 27. Lets introduce our automation engine!Our customers loved using this but wanted to consume information via email. 28. Forward as Email We added a forward as email endpoint to the automationWhich would notify the customer on a successful result each timeWhich brings us to ... 29. Interest is like that blink and its gone 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. a VIDEO is worth a thousand images and a million words 32. Dealing with complexitymuHive automation is THE feature. But despite being designed as an intuitive drag-drop workflow, none of our customers could use it 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. 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. Lastly ...An empty application makes no noise 36. Avoiding empty screens Remember these 3 mails that welcomed you to Gmail?If you dont have data, show a mock of how the data or analysis might look in the future Do not show an empty first screen 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. Thats it! We hope you will use all these tips in your adoption initiatives 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.www.muhive.com 40. TeamSagar Vibhute Co-founder at muHive Technology interests: databases, information architecture and evolving role of social tech Twitter: @biggfootRitesh M Nayak Co-founder at muHive Technology interests: social software, information retrieval, distributed systems and ICT4D Twitter: @itsmeritesh 41. [email protected]/muHivethank you 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: Photo-Fenix.com via Compfight cc Slide 8: katerha via Compfight cc Slide 18: tonyhall via Compfight cc