So now that you have effectively gotten your customer to buy your solution or app how do you get them to adopt quickly? How do you get them to fully understand your solution and all its features? Well there are number of ways to do that and I will get to them soon but first of all you need to be able to know why your customers might stop using your app and make sure you address all those issues in your onboarding process. If  you put yourselves in your customer’s shoes and try to think like them you will have a better chance of making your app more user friendly. So get your thinking cap on and think of reasons they might leave.

Some of the reasons KeyStone OnDemand has found are:

• Users are unable to get over the initial learning curve to achieve successful outcomes- If there is an ineffective way of communicating how to use your app then your users will be unable to get over the learning curve.
• Low organizational adoption and usage- Make sure that everyone that will use the app in the organization that you sold to is actively involved. You can do this by engaging the heads of the departments that will be using your app so they can in turn effectively communicate the benefits of using your app to their teams and users.
• Not enough customer stakeholders and influencers- You might not have enough of the stakeholders & influencers bought in.
• App is not utilized properly to gain full potential- The app is not being used to its full potential so there is a lack of appreciation for your app thus there will be no perceived value in using your app.
• App reliability- Your app was not able to do what it was supposed to do and it did not meet expectations.
• Competition- They might decide to go with a competitor of yours instead.

Now that you have identified these issues, here are 4 steps that will help your users adopt your app better and quicker.

Make them comfortable with a PERSONAL welcome message as well as give them a quick tour of your app and the benefits/advantages of using your app:

Have detailed interactive videos or presentations readily available for them to access upon login in to access your app. The videos or presentations should:

• Explain your service and show the user where to access things- Make using your platform easier by showing them where things are. You can do this by creating a quick tour video that gives a high level overview of your solution.
• Explain the benefits of using your app in their environment- Let your users know why your app will help their company. People are naturally resistant to change so if you help them understand how your app will benefit them, they will be more willing to adopt your app.
• Explain the performance objective and job responsibilities of each of the users- Explain to each of the users what their role is and what their expected result is. So for example if your sales team is supposed to use your app differently from your development team, you want to be able to get that point across. That way there is no confusion and they can stay being productive in the app which grows into retention.

Call to Action

• Give them something to do like a quiz, test or an activity that allows them use different aspects of your platform

Ask for feedback & have a solid follow up process

• Ask your users for feedback and find out if they are satisfied or if they would like some things added to your app- Let’s face it no solution or app is perfect but you can always make yours better by listening to your customers and finding out different ways you could help them.

Show Appreciation

• Show appreciation always- Whether it is with a card, a thank you note or a gift basket, let your customers know that you appreciate them and that they are appreciated.

In the onboarding process, you want to ENGAGE your new users and make them COMFORTABLE. Comfortable users will lead to better adoption. Lastly COMMUNICATE with your users so you can help them better.

Please leave comments below or reach out to me on twitter @TayoRockson. I will like to hear your thoughts.