The "Learning Curve" Theory: Types, Benefits and Limitations When Onboarding Customers
The best way to approach your onboarding strategy
The excitement, nerves and even anxiousness of launching a new product can be overwhelming. You want the customers to love your product, and more importantly understand how to use the product for its intended purpose. Whether you’re a newly launched startup or a seasoned company, any time you create a new product, you may have to be a little more hands on than you’d like to assist customers with “the learning curve”.
The initial learning of something can be challenging for customers who are not “tech savvy”, which means you may need to create tutorials and other tools to assist with the steep learning curve.
The best way to approach your onboarding strategy is to think of yourself as a facilitator helping customers reach each stage of your buyers funnel or customer journey. For example, new users. Your goal is to help facilitate in the process of acclimating users with your products. This will help with the learning curve most users will experience.
In the first few stages of the onboarding process, meaning after the customer has purchased your product, you want to ensure that somewhere in your process includes an additional step that enables users to access tools and information needed to use your products or service. Tools and information such as how to navigate your website if they have questions or for trouble shooting. Keep in mind, users are learning about your company and its products.
You can’t assume that things are self-explanatory or easy to understand without talking to your customers. They’ll let you know if any steps are missing from your tools, FAQs or tutorials that may assist with adoption. You may have to go back and add an extra step to your existing tools, or create a customer service portal that addresses multiple troubleshooting issues.
Start by creating walk through animations, onboarding videos, and frequently asked questions for your customer service portals. Create surveys to help gauge user satisfaction. Always pick up the phone and talk to customers directly for feedback. In conclusion, the learning curve for customers can be tedious from a founder’s perspective but necessary for product adoption.
Don’t forget to share the article with your founder friends and investors!
Shavaughn
Founder, BYSB STUDIO
https://www.bysbstudio.com/