Your Onboarding Sucks

Your Onboarding Sucks. And You are Losing Customers

And you are not doing anything to fix it

Heres how we increase our onboarding and activation to 45%

We use the "superhuman onboarding"

We hop on a call with customers

In 30min, we give our tool to customers

We watch them use it

Customers would say

"Not sure what to do here" 😵‍💫

"Not sure what this means" 😵‍💫

"Does this really work?" 😵‍💫

It made us question

Our onboarding sucks! 😅

Thats the truth …

It was not* easy enough to understand

It was not* quick to value

It was not* meeting expectations

We had to do more explaining

—

The lightbulb switched 💡

When we decided

"Woah! I am spending way too much time with these customers" 😫

At first our onboarding calls were 45min…

We made it our goal to reduce the time spent

We updated the tooltips

We updated the FAQ

We send easier to read after-onboarding emails

Our calls became 25min…

We were efficient…

The customers felt reassured

Our metrics was …

1. Less time spent per call

2. Increase upsell

3. Less "I don't know what to do" customers questions

4. Increase activation

5. Lower churn

—

Focus on onboarding

Hop on the calls

Be honest with yourself

You need to improve the onboarding

And everything else…

… will fix itself…

Read more about churn & product led growth:

1. OMG! 1⁄3 of PLG customers churned

2. The 5 reasons customers churn

3. How to do Churn Analysis for PLG

4. How to Report Churn to Leadership

5. Buffer has more than 5% churn rate. Whats your churn rate?

See the comments here: https://www.linkedin.com/pulse/your-poor-onboarding-leading-churn-heres-what-do-gary-yau-wyeje/

I write daily*** about my learning on launching and leading PLG. Feel free to subscribe.

I am Gary Yau Chan. 3x Head of Growth. Product Growth specialist. 26x hackathon winner. I write about #PLG and #BuildInPublic. Please follow me on LinkedIn, or read about what you can hire me for on my Notion page.