6 user engagement strategies to help minimize churn rate
Now that you know an increase in user engagement can help reduce churn, you need to learn what you can do to increase engagement. Many of the concrete steps you'll need to take will be product specific, and clues to what those steps are can be gleaned from the metrics you've been tracking. A general user engagement strategy, however, can be applied to every SaaS business.
1. Educate users about the product
Old and new users need to fully understand the features of your product. If it's difficult for them to use a feature, or they simply don't know that it exists, then it cannot provide value to them. Some ways to help users have a smooth start of their customer journey include an omnichannel approach to customer education. This involves walkthroughs, in-app messaging and notifications, FAQs, and social media engagement. The more avenues that customers have to connect with your team, the better.
2. Optimize the user onboarding workflow & overall user experience
A smooth and clear onboarding process is extremely crucial to ensure the success of your customers. Be sure that your customers are well equipped to starting using your product easily. Additionally, make other methods of assistance (content, tutorials, links, etc.) readily available and easy to find. Minimizing the friction of learning and maximizing value, is key.
3. Employ a customer success team
Employing a customer success team may sound expensive, but keeping users satisfied with the appropriate level of customer support is the lifeblood of your business. If you're able to retain more customers, you'll spend less on acquisitions, positively affecting your bottom line.
4. Streamline the engagement loop with gamification
Mobile app developers learned early on that gamification features are a good way to keep customers coming back. Think of ways to implement them into your product and they'll do the same for you.
5. Collect user feedback
Many users are more than willing to tell you what does and doesn't work about your product. All you have to do is ask. By collecting feedback, you'll be able to address any issues that have a negative impact on engagement.
6. Improve product usability
What seems intuitive and easy to use for the designer of a new feature isn't always easy to use for everyone else. Always be looking for ways to improve your product's usability. Your feedback loop is extremely important for this.