Are you having trouble converting your trial users into paying customers?
If this is the case then the culprit is Friction in your onboarding process. This friction could be costing you valuable leads. You are losing out on all those quality leads that signed up to be your potential customers or Evangelists. By making a few simple tweaks, you can reduce friction and increase conversions.
What is Friction?
Friction is the invisible force that impedes users’ progress when signing up for a new service. From filling out long forms to waiting for accounts to be approved, every step of onboarding usually involves some level of friction that slows down users from downloading or using the app as soon as they’d like.
But Friction is not necessarily a bad thing it can also be used to your advantage.
Types of Friction
There are two types of friction one is Good and the other one is Bad.
A good Friction is the one when your application processes require authentication or when you want to filter out unwanted leads by asking them for extra details. This is generally used by B2B to get more qualified leads or customers.
A bad Friction is one that unnecessarily creates delays in onboarding or in the app by asking too many questions or adding too many extra steps. Products with the PLG model tend to reduce friction to make sure that a maximum number of users sign up.
It’s totally a personal choice to add or remove friction as it depends on the product itself. But you must be aware of it because it could cost you a lot if you unknowingly have too much friction or have none at all.
In this blog, we are going to look at some common friction points and how you can overcome them to increase your trial-to-paid conversion rate.
What are some reasons for Friction in your product?
There can be lots of reasons for friction in your product. Few of them are
- A lengthy sign-up process.
- A lengthy Onboarding
- Asking them for unnecessary information during sign-up
What may seem trivial to you may create huge amounts of annoyance for them and cause users to give up and leave your product altogether. It is essential that you make this process as user-friendly and enjoyable as possible in order for them to get to realize your product value or get to the “aha moment“
Here are a few tips to reduce Friction in your Sign up process
Tips to reduce Friction
- Reduce the number of fields required when signing up.
Only ask what is truly necessary to make the sign-up process smooth. For example, instead of asking for their company name during sign-up, you can get that easily from their Business email address.
- Reduce the number of clicks it takes during each step.
Calculate how many clicks it takes per step or screen and ensure that it goes no higher than five clicks per page; reducing it will make the journey easier for your users.
- Use SSO Logins to capture data easily
You can use SSO logins to capture user data and improve your sign-up process. For example, When a user sign ups with Linkedin you can get most of their information without even asking.
- Implement interactive Onboarding
Use Onboarding tools like Eyelet to create tours for users so they can easily understand the way your product and its major features work.
Using Eyelet can also help when creating onboarding experiences tailored towards helping users easily understand your product value without being too overwhelming or frustrating.
Here are a few tips on how you can use Eyelet to improve onboarding.
Tips to Use Eyelet to Improve User Onboarding
- List down all important features or processes of your product and create a tour for each one of them.
- Create multiple shorter tours so as not to overwhelm users by breaking down complex processes into more digestible chunks.
- Put together all these tours into a checklist so that it’s always visible on the screen so users can choose whatever tour they need without being forced through everything;
Learn more about User Onboarding in this User Onboarding Checklist for SaaS
By following these practices, you should hopefully start noticing a greater reduction in friction points during User Onboarding which should lead to better conversions from trials becoming paid customers as well as an overall improved customer journey experience!
We hope this will be helpful to you!
Important Note
If you are facing similar challenges and can’t figure out how to implement Eyelet for your product. No need to worry! You can contact us at hello@eyelet.io. and we will help you set it up.
