Contextual

Onboarding Feedback: Product-Led Success with Your Mobile Users

Product-led companies are praised for pouring their heart and soul into the product that ends up in their customers’ hands. 

While the product-led approach is known to boost growth and efficiency within a business, to get there, it’s crucial to focus on the first impression your product gives to a potential user. The onboarding experience can best be perfected through the feedback of your clients, which in turn helps with reaching more users and encourages product adoption.

As SaaS (software-as-a-service) companies are expected to deliver their products both in web and mobile formats for a better product adoption, onboarding feedback is especially helpful with mobile users. 

Asking for client feedback on their onboarding journey while using the mobile version of a product has great benefits both for the client, as well as for your product and your company. So, why exactly is onboarding feedback important? Let’s deep dive into it!

Onboarding feedback reduces time spent on perfecting the process

Although it might sound counterintuitive at first, collecting client feedback on their onboarding experience actually helps your company save time on coming up with ideas for new features, better performance and many more. Especially with mobile version users, time is of essence not just for product development, but also for the client, as their attention span tends to be much shorter than that of a web user. 

Generally speaking, the first 30 seconds after a potential user downloads your app are the most crucial ones, as your product needs to catch their attention in order to avoid trialler abandonment.

By asking for feedback after they complete their onboarding, they help your company figure out where the product needs to be improved. 

With a product-led growth mindset, you must make room for the clients too. Reserve them a chair in your meetings and refer to them as being part of your team. Understanding that their feedback is crucial for the improvement of your product will help you save time and stress when implementing changes.

It helps with building a rapport with the user

Product-led growth can be achieved if you have a strong rapport with your clients. With user engagement and communication comes product satisfaction, which leads to company growth over time. 

Focusing on your clients and listening to the feedback they have to offer upon onboarding with your product is an investment that will always make its return into your product and company.

As we mentioned above, clients have limited attention for your product, especially when it comes to the mobile version, where it takes a couple seconds to lose a potential user. Mobile versions allow for companies to have highly targeted interactions with their clients. By involving the user in the creation and improvement of your product, they are more likely to go through with the product adoption, as they feel that their opinions are valued by your company.

Getting to know the client’s needs through their feedback

As your mobile product’s time from the start of the onboarding process is limited, knowing your users’ needs is critical. With a broad clientele of new and returning users, you have to make sure you implement their feedback for a successful product adoption.

Learn from previous feedback: returning users expect possible bugs or errors to be fixed, their needs concern reliability, while new users need to be engaged fast enough to continue using your product and complete the onboarding process. Paying attention and anticipating their problems will result in a happier client, a smoother user journey, and a better app engagement.

Continuous onboarding equals continuous feedback

Consider the concept of continuous onboarding to keep user satisfaction at its maximum. For example, when introducing a new feature to your app, ask the returning users to give you feedback on it. 

The initial “Aha!” moment they had when completing the onboarding for the first time is a rewarding feeling. By helping the client achieve it again through feature discovery (and then asking for their opinion on it), you are keeping the user in a continuous onboarding state, and they will offer feedback with more enthusiasm each time. 

If the users see that their opinion is valuable in the development process of your product, they will feel included and are more likely to take their time giving feedback on their experience.

Mobile is the future – except it’s happening now

Understanding that the mobile version of your product is a key feature of product-led companies will help you prioritize what’s truly important for your team and efforts. By relying on onboarding feedback from mobile users, you’re doing a huge favor for your future self and the future of your company. Involving the clients and asking for their feedback should be a top priority, as their opinion helps with optimizing your product.

Besides the positive impact of their feedback on your product, interacting with your users through their onboarding feedback also builds a bridge between them and your company. Having returning users who rely on you, and who you can rely on is a true advantage in a sea of product-lead companies.

To conclude, the relevance of onboarding feedback is undeniable, especially when it comes to mobile versions of SaaS products. By involving the client in perfecting your product, you gradually build a rapport with them, which has as its main benefit the mutual reliance between company and user. Moreover, you get to know the client through their feedback, which helps you predict their needs moving forward. 

Lastly, if the users feel heard when it comes to feedback implementation, they are more likely to continue using your product, which will lead to continuous growth, which is already the goal for product-lead companies.

Do you want to learn more about how to better capture feedback and how to make use of it in your future business procedures? Book a demo and get started with Contextual!

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