Every SaaS founder knows either by experience or deep down inside that given 5 minutes to talk with each new sign up, they'd rocket their sales and lower their churn. Some customers don’t read your onboarding emails. They didn’t watch your awesome explainer video. They need to be shown your product and have their questions answered. You can't do this with screen sharing, you can with co-browsing and below you'll see why it's worth $3,000 per hour.
We've all signed up to apps and not used them, even when we needed them
If you want the truth of why people don't use apps they need, think about how you use Netflix.
Think about how much effort you put into getting someone onto that new social or entertainment app you like.
Netflix, Spotify, Amazon Prime... people are persuaded over weeks to use them
Why sign up and not use an app?
We never broke that initial cold uncomfortable feeling about a new process.
We slip back into the old way of doing things because of habit and a lack of emotional connection.
We never really bought into it as a solution, we still need to be sold to, even after sign up and beginning a trial.
Sometimes we just need another person to confirm that this stuff will do the job for us.
Even billion dollar companies grow doing one to one onboarding
Intercom grew into a billion dollar platform but look at this quote from their co-founder about how they grew:
I know most people are looking for our “one top tip” or the magical “hack” that got us customers, there really isn’t any one thing. We grew email by email, Skype by Skype, webinar by webinar, and looking back I can’t distill it down to any one thing.
Des Traynor, Co-founder Intercom
Intercom co-founders would get up at 5am to demo someone the other side of the world.
Now they have teams to do it for them.
Why one to one onboarding earns $3,000 per hour
Let's say a customer's life time value is $3,000.
Converting and retaining those users by spending 5 minutes with each of them is worth $36,000 per hour.
Alright, let's say it's 10 minutes. That's still $18,000 / hour.
20 mins? That's $9,000 / hour.
At what point is not economical?
If you spent three 20 minute training sessions with each customer you still make $3,000 / hour.
Screen sharing is a nightmare for one to one onboarding
Imagine setting up screen sharing sessions with 100s of users.
You have to ask your user to download software.
Then you wait and hope it all works. Then maybe the screen is lagging and blurry.
Old school screen sharing was built for old school desktop apps.
Now that everything is moving to the cloud, you need something new.
Co-browsing is built for effortless one to one onboarding
Co-browsing companies are growing because apps are moving from the desktop to the cloud.
With co-browsing, you click once to see the user moving about on your app.
There's none of that download nonsense.
There's no lagging blurry screen.
In one click, see their browser and highlight where to click next.
If they're still struggling you can take control to scroll and click for them.
Look at Upscope co-browsing which includes a video of how it flows.
How do you set up co-browsing on your website to smoothly onboard users today?
How do you educate all those users who are about to churn or walk away?
Offer a walk through link on all key pages
Add a 'would you like a walk through?' link to your site.
This link opens up a calendly page allowing them to automatically book time with your team.
When it's time for the walk through, you instantly see their screen using Upscope co-browsing and start educating them by highlighting where to click.
Have the walk through link available on all key pages pre and post sign up and within your live chat system as a pop up.
What you'll see happen
- You'll have more interaction with customers at a faster rate.
- The levels of engagement of those users with your product will increase.
- Conversions will rise.
- Churn will go down.
- You'll get feedback on your UX at a faster rate.
Running repeated 5 or 10 minute sessions like this builds your monthly recurring revenue in a way that no other automated email or video could achieve.
Read more about why a manual user onboarding strategy converts up to 55% of users you talk to.
Get started with Upscope co-browsing
Go to Upscope to learn more, see a video of how it works, then sign up and book a walk through.