Group 427319656

How we increased SaaS conversion rates by 40%?

Ashkar Gomez
11min read
Table of Contents

Company Overview

  • The client is a B2B SaaS Company which provides marketing automation software for enterprise clients.
  • They struggled with low trial-to-paid conversion rates.
  • They received a consistent stream of leads from advertising campaigns. But many potential customers dropped off during the free trial phase.
  • The business required a way to increase conversions and enhance onboarding. So they approached us.

Issues We Identified:

From a comprehensive analysis of our client’s SaaS product, We came to the following understanding,

  • The client’s SaaS product is difficult to use and has a high learning curve. Because of this, the client gets frustrated and gives up on the trial.
  • Their onboarding process too lacked personalization. This makes it difficult for the users to experience the full potential of the platform quickly.

How we sorted out:

We redesigned the whole onboarding process with an emphasis on,

1.Customized Onboarding Process:

  • Based on the use case, industry and customer persona, we developed customized onboarding directions. 
  • With tutorials and tips relevant to the individual goals, new users were assisted in navigating the platform.

2.Dedicated Customer Success Managers (CSMs):

  • Based on our recommendation, the company assigned dedicated CSMs to high-value leads. They offer one-to-one support during the trial. We implemented this in an effort to ensure users receive guidance on any questions or challenges.

3.Engaging within-app tutorials:

  • After the approval from the client, we introduced step-by-step and interactive tutorials which guides the users through the software’s key features. This makes it possible for them to complete the core tasks more quickly without confusion.

4.Automated campaigns for follow-up:

  • We implemented email and in-app notifications that triggered based on user behavior. This reminds about the incomplete tasks or highlighted features the user hadn’t yet explored.

The Result We Got:

The enhanced onboarding process had a significant effect on user satisfaction and conversion.

The Impressive results our client’s SaaS product experiences are as follows:

  • 50% more people converted from trial to paid version.
  • The time-to-value was reduced by 40%. Within the first week of onboarding, customers achieved the desired results.
  • Customer satisfaction increased during the onboarding process, as evidenced by the average rating of 9/10 in feedback surveys.
  • New customer churn rate decreased by 20% as improved long-term retention resulted from a more seamless onboarding process.

Key Takeaways:

  • We concentrated on proactive support and personalized onboarding procedures. Thus we successfully guide our clients’ new users through the platform.
  • Thus this case study illustrates how enhancing the customer’s initial experiences with our client’s SaaS product.
  • Our efforts significantly impact the conversion rates and long-term success.
image 61
Table of Contents

Your Business
Growth
Starts Here

Let’s Have a Cup of Digital Tea

Request Your Free Quote

Book Your Free Marketing Consultation

Your Monthly ads spend
Convenient Time To Call