Today, the CloudPhone team uses Chameleon for onboarding, new product introductions and one-off updates to clients. Not only that, but Ed estimates that the cost of building just their current onboarding flow would have been ~$50k, which they now count as savings. Our experience is that integrating Chameleon saves us a great deal of time back to optimize other things.” At any company, making changes takes time. Increasing activation and halving churnĬoncentrating on the initial CloudPhone user experience and iterating quickly led to more than a 50% reduction in churn and a 20% increase in user activation! This was tremendous return on solving the activation problem.Įd says, "I’d definitely recommend partnering with a vendor rather than building out onboarding in-house, unless circumstances prevent it. This slowed a user’s progress in completing setup but ensured they were aware of this important functionality.īetween this and adjusting the onboarding flow using Chameleon, Ed & Tyler discovered that adding friction to the onboarding flow counter-intuitively resulted in significantly increased retention. Therefore Ed used Chameleon to build a few product walkthroughs for new users, highlighting this key feature. They watched customers through the 30 second onboarding flow and found that, because everything was configured for them, customers never interacted with the most important feature CloudPhone had to offer. The lack of activation, it turned out, was less to do with their overall product functionality and more to do with the discoverability of this key feature.
They quickly found that customers were most satisfied with a specific feature that saved them a lot of time. They first surveyed their paying customers, asking them “If CloudPhone went away, which of these would you miss? Why?” They became active in learning about the CloudPhone user experience, conducting A/B tests, and measuring status quo. With a product in hand, Ed & Tyler’s turned to improving their key metric: activation.
Tyler Howorth, Product Designer Dissecting the User Journey With others I felt brushed aside, but Chameleon really wanted us to be successful. Unready to take up their precious engineering cycles away from their software, and recognizing Tyler’s need for flexibility to adjust and re-design the experience as necessary, it became clear to them they needed to find a SaaS vendor for product walkthroughs.Īs a designer, I really loved the Chameleon interface, and appreciated the attention that I got. The choices to address better user activation were to either use an out-of-the-box solution, or build in-house. Looking to address this challenge, Ed Mallory, Voxox’s VP of Product and Growth and Tyler Howorth, Voxox’s Product Designer, teamed up to improve their customers’ onboarding journey. It was time to dig deeper and understand why. However this didn’t lead to the activation target new customers weren’t able to appreciate the value the product could provide them. The product team had already made Voxox’s setup experience as simple as possible - a 30 second flow that automatically configured phone numbers with the business’ voicemail. Voxox realized user activation was an important lever in driving revenue, and so became one of the most important metrics for the business. This is a common problem across many SaaS solutions that don’t invest in user onboarding. The marketing team would spend time, energy and money acquiring sign-ups, but only a small proportion of these became active users. Prior to using Chameleon, Voxox’s biggest challenge was user activation. Today, hundreds of small businesses use CloudPhone in calling businesses. Voxox built CloudPhone for small businesses, making it easier, less costly and more efficient to communicate than ever before. CloudPhone is a widely-used product for SMBsįounded in 2006 as Telcentris, Inc., Voxox is a leader in cloud communication services, helping people control how they connect their numerous communication networks and devices.
0 kommentar(er)
