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Hello Gainsters and Gainsight Fam!!🤗

Today, let’s focus on what are the 5 basic engagements that can be launched in any SaaS company✌️

In the dynamic landscape of Software-as-a-Service (SaaS) companies, user engagement is paramount to driving customer success and fostering brand loyalty. One of the key strategies to achieve this is through well-designed in-app engagements. In this article, we'll delve into the concept of in-app engagements and explore five fundamental examples that every SaaS company can employ to enhance user onboarding, feature adoption, and overall customer satisfaction.😀

 

  1. Welcome Message 

The user onboarding process sets the tone for a customer's journey with your SaaS product. It's crucial to provide new users with the guidance they need to navigate your platform effectively. The user onboarding message acts as a friendly and informative handshake, ensuring that users feel welcome and confident as they start exploring.


User Segment: New sign-up users on their first visit , ignore throttling to pop this up for sure!

Call to Action:

Encourage users to check out the "Getting Started Guide" to make the most of their experience with the platform.

Tip : Highlight the availability of the support team for any questions or assistance

 

Gifs make the engagement more engaging, experiment with different creatives



Leading Indicator: Click Through Rate, Guide completion rate

Lagging Indicator: Feature Adoption - Track the percentage of users who complete key onboarding actions mentioned in the guide.

 

  1. Self Service Onboarding Checklist in KC bot


Onboarding Checklist : No matter how many auto trigger guides you might have enabled for your end user to onboard, there must be curated list of high value feature guides, which would systematically onboard the users to use the platform. 

Pro Tip : Open the KC bot from the welcome dialog 

 

This KC bot is live on PX, did you use it for self serve?


Wondering how to set up a KC bot like above : Check this out! 


Leading Indicator: Timeline completion rate, Guide/dialog/slider completion rate

Lagging Indicator : Key Value Features Adoption and Time To Value Optimisation

 

  1. Feature Release Highlights Guide


Feature Release : Introducing new features to your users is essential for keeping them engaged and demonstrating the value of your SaaS product. A feature highlight message showcases the latest enhancements and encourages users to explore and utilize these additions.


User Segment: Users who logged in within the last week

 

Our Engagement editor is a Canvas, Imagination is the only limit to try cool engagements with some custom code!

 

Call to Action: Encourage users to explore the new feature and its capabilities.
 

Leading Indicator: Click-Through Rate - Monitor how many users click on the "Try it out now" link. This indicates the level of interest in exploring the new feature.

Lagging Indicator: Feature Adoption Rate - Track the percentage of users who actively use the new feature after clicking through.


 

  1. Feedback Collection Survey


Collecting feedback from users is essential for continuous improvement and innovation. A feedback collection survey allows users to share their thoughts and suggestions, helping you understand their needs better.

 

User Segment: Active users who used the platform for at least a month

 

 

There are different types of surveys for different purposes, you can avail the best one for your use case



Pro tip : Enable slack integration to constantly monitor your customer feedback from all types of surveys. 
 

Call to Action: Encourage users to take the survey and provide valuable feedback.
 

Leading Indicator: Feedback Ratings - Measure the average rating provided by users in the survey.

Lagging Indicator: Feature Improvement Ideas - Analyze the feedback collected to identify common themes and prioritize feature enhancements.

 

  1. Advocacy : G2C Reviews


Building a strong online reputation is vital for your brand's credibility. Positive reviews on external platforms like G2C can boost trust and attract new customers.

User Segment: Active users who have been using the platform for at least a month and have had a positive experience via NPS survey. This way only promoters are routed for a G2C review. 
 


Call to Action: Encourage users to leave a review on G2C to showcase their positive experience.

Leading Indicator: Review Conversion Rate - Measure the percentage of users who clicked the "Leave a Review" link and successfully submitted a review.

Lagging Indicator: Review Quantity on G2C - Track the number of new reviews generated on G2C after sending the review request.

 

In-app engagements play a pivotal role in shaping the user experience and driving desired user behaviors for SaaS companies. By leveraging these fundamental engagement examples, SaaS companies can enhance user onboarding, feature adoption, and overall customer satisfaction. Remember, effective engagement is a combination of insightful targeting, compelling content, clear calls to action, and continuous performance analysis. Incorporate these strategies into your engagement approach and watch as your SaaS product thrives with engaged and satisfied users.

 

Did you incorporate all these guides in your user nurturing? Share what use cases you are addressing the most with engagements in PX. 

Keep an eye out for more coming your way!


Sruthi Malla
Digital Program Manager, Gainsight

 

 

For news release sliders, you mention:

Leading Indicator: Click-Through Rate - Monitor how many users click on the "Try it out now" link. This indicates the level of interest in exploring the new feature.
 

Does this mean that we can add “Try it out now” links in slides that take people to the feature? I don’t think that I’ve seen that even in Gainsight’s announcements.

Hi @mmarques , The one in the example shown and majority of the release announcements we do today are built as a guide leveraging editor V2 functionality.

The leading indicator in this case is users clicking on any of the action buttons on the guide (Like detailed release notes, or PX community release highlights posts) which are off the board. 

But incase we want to identify these high intent users and route them towards feature discovery then itself, we can certainly do that as well using “sequencing guides” . Hope this helps :-)
 

 

Thanks @Sruthimalla - I’m just starting to look into V2, so will consider that.

@Sruthimalla - We use sliders for our new release announcements., and your blog post mentions this as a slider. Only guides seem to have a V2. Is there supposed to be a V2 editor for sliders? And will the V2 editor be available for dialogs?

@aharkut - In case you have additional insight about V2 editor for content types other than guides.

We are so much used to the terminology of Release sliders that it feels weird to say Release Guides now😂, but changed it anyways!
 

@Sruthimalla  Too bad the V2 goodness is not yet available for sliders and dialogs.

We’re working on parity of functionality across PX Engagements @mmarques  - more to come!

We’re working on parity of functionality across PX Engagements @mmarques  - more to come!

@kathleenkenny23  - That’s great to hear. I just posted an idea today about this. Well, two ideas, because one thing in V1 is not possible in V2. 

@Sruthimalla For the Welcome Message, specifically how do you target someone’s first visit? I can’t seem to find a clear attribute to use for this in the audience definition. Are you just using “number of visits” = 1?

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