Your application is always evolving and changing.
Many of our customers start using Inline Manual to launch tutorials for new users, specifically for onboarding to ensure conversion and adoption.
Why put all that effort into attracting new customers, and not so much on keeping existing users engaged as your product evolves? Customer retention is crucial to the success of your application. 70% of companies find it’s cheaper to retain a customer than to gain a new one. Repeat the success you find in onboarding for your entire user base.
As Marc Saunders of Coniq explains, “We have a 3 week release cycle which often comes with new or updated UI features. Inline Manual helps us promote these features and gives us a interactive way of showcasing these to our customers.” Coniq’s users love to see a vibrant application and active development.
When you add new features, it’s another chance to communicate that you listen, and a product tour is another chance to demonstrate how you’re making the user experience better.
Add Inline Manual to your multi channel approach
In terms of customer retention, it’s likely you’re investing in getting support to existing users as fast as possible, and perhaps you’re maintaining a relationship marketing program to keep two-way communication flowing. You’re probably using multiple channels to communicate with your users, and specifically to tell them about your new features.
However, the engagement levels for getting users to engage with announcements is a dodgy bet at the best of times. Typical email open rates hover around 20% and click-through rates are awesome at 5%. Typical click-through rates on social media such as Twitter are at 1.64%.
The most natural place to show existing users your new features is right within your application. Inline Manual can help you do this.
Spark curiosity with prompts
You can use Inline Manual to create announcements for new users, which they can quickly dismiss or engage with depending on their needs.
Pique your users curiosity with prompts such as
- “Want to know how to X?”
- “Wondering if you can X?”
- “Did you know you can X this now?”
Using prompts like this gives all users a hint of what they can expect from your new feature, while sparking the curiosity of those who will want to see more of what you have to offer. Next your users can opt for a tour with quick steps, 1-2-3, to show them how to make the most of your new feature.
Don’t let users miss new opportunities
With your new feature tutorials in place, you will be able to see which users are missing out through our Analytics tool.
You will see those who didn’t click through your prompts, and you can later re-target them with different in-app messages. This could be particularly helpful if your application’s new feature is only available through an upgrade.
Your tutorial could be the key message that helps them discover the benefits of your new feature, and the convincing nudge to get them started.
In our follow up post, we’ll look at how you can implement a feature announcement like this in Inline Manual.
How are you communicating new features to your users?
Sign up for our newsletter to get the next tutorial in your inbox.
Read the other posts in this series on customer retention.