Opinew, a Shopify App used for displaying reviews from other platforms to improve your store’s conversion rates, had a difficult time engaging with early users to address early churn.
They used UserGuiding’s interactive guides, product onboarding checklists, and hotspots to engage and educate users, improving their activation rate by 10%.
Here’s how:
Addressing Early Churn
If you have a business, there are thousands of different products and services online you can use to help you grow.
But not all of these products are self-explanatory or easy to use, some need you to invest some time and effort to learn.
Opinew is one of these products, specializing in providing Shopify store owners with widgets that display reviews of their business from other platforms, to improve credibility and conversion rates.
The product has a really straightforward promise and value, but the process of acquiring this value isn’t the simplest. You’re required to go through a number of steps and use the different features of Opinew before you can implement the widgets.
And as the number of steps and features increases, the process gets more overwhelming for the end-user, which is exactly what Opinew’s customers would feel at first glance.
After taking a look at the complex features of the tool, they would either quit or contact support for help:
“Most first-time users would view the dashboard, then take a look at different feature pages and just quit while almost all of the remaining users would contact support on how to get started with the product.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
And all this would happen very quickly, in less than 15 mins after signing up to the product according to Remi:
“The biggest problem we’ve encountered was the high churn rate in the first 15 mins of a user after installing Opinew; many of them dropped and uninstalled Opinew due to the complexity/diversity of our features.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
There are products you just get used to after a single glance and there are products like Opinew that will be overwhelming at first.
Instead of leaving their new users on their own with the product, they needed to get them engaged and start their journey using the product as quick as possible without feeling overwhelmed. The method they would choose to do that had to be the perfect one for all of their audience:
The Challenges of Educating a Large and Diverse Audience
Anyone can own a small business.
And anyone can actually open up a Shopify store for their small business.
So if your customers are Shopify store owners, you’ll have a really hard time determining your user personas and creating strategies to improve conversions.
That’s also the case for Opinew:
“Our audience is very mixed; we have customers who have their own developers for their stores that can get started easily while on the other hand there are customers who simply run 1-man operations with little to no technical knowledge.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
So, the method that they would use to engage and educate their first-time customers would need to be comprehensive and easy to understand for their non-technical customers while not boring the technical users with too much information.
Live support is one way user onboarding material can be personalized and customized to each user’s needs but is it the method you should choose?
Live Support Isn’t a Scalable Way to Educate Users
If your live support availability is high, onboarding users through support calls and conversations can be a great way to engage with each user.
But as your company grows and you get increasingly more new customers, you’ll also need to grow your support team, and at the end of the day the cost of onboarding users will keep rising, which is exactly what the team of Opinew thought:
“In the end, even if we pushed all users to reach out to support, it would be very difficult to manage and scale since we can’t onboard everyone one-by-one.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
Instead, they needed a solution that would offer personalized onboarding content and user flows to users that would be scalable at every growth rate.
They Found UserGuiding
After looking for no-code solutions and going through a couple of platforms, they’ve found UserGuiding.
With UserGuiding’s no-code platform that’s as simple as dragging and dropping, the marketing and customer support teams of Opinew were able to create different onboarding elements that helped them address early churn. Let’s take a look at some of the UX patterns they’ve used:
“Once we’ve created guides for each feature and set them live, we’ve started seeing instant value.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
- Their onboarding mainly revolves around interactive guides that are created for each feature/task that give the user a quick look in a few steps while also having a lot more information available inside:
“Users can now choose to follow an in-app guided tutorial on how to set up the features they are most interested in right after our first onboarding screens.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
- The guides are triggered through a product onboarding checklist that helps users know the next steps ahead, certainly removing the feeling of being overwhelmed:
“Our users can follow the UG guides and watch the videos we included in them instead of asking support team to explain them on the live chat which takes a lot more time.”
Rémi Drogoul – Head Of Partnerships & Marketing @ Opinew
- Just in case users don’t understand after they’ve gone through the interactive guide, the support team of Opinew recorded numerous videos that are also presented to the user inside the guides:
Visible Growth with UserGuiding
After creating their informational and engaging user onboarding content in UserGuiding and setting it live, which all happened in a matter of days, Opinew saw an instant 10% increase in their user activation rate.
In addition, the number of users who reached out to support for product-related questions dropped significantly, reducing the support workload.
Ready to instantly improve your activation rate, just like Opinew did? 🚀
UserGuiding, as a no-code user onboarding platform, gives you the ability to engage with the first-time users of your platform and guide them to success.
In a matter of minutes, UserGuiding lets you can create:
- interactive product tours,
- tooltips,
- hotspots,
- user onboarding checklists,
- in-app resource centers,
- and NPS surveys.
Don’t believe me?