Use Case 1: Onboard new users and prevent churn

A Feature Tour helps your users quickly become acquainted with the respective sections or product features of your platform. Use highlighting elements to create a step-by-step, short Feature Tour.

After the Feature Tour is completed, encourage users in your last tour card to:

• Provide short feedback on whether the tour was helpful by including the Adoption Meter widget.
• Go through the Checklist for further educational content related to your platform. Although the Checklist cannot be directly triggered from the Tour, you can ensure it is displayed directly on the platform.

• Create a Tour with a maximum of 5-7 steps
• Use highlighted elements
• Add a video, GIF, or testimonial
• Add a feedback widget to the last tour card
• For more details, read our article https://help.productfruits.com/en/article/how-to-design-a-tour

The Feature Tour remains active until it is dismissed or completed. We recommend having it displayed once per user, which is why this setting is the default in the Tour's “Triggers” section. However, you can opt for another approach. In our case, the Feature Tour is activated by users themselves (through the 'Get Started' button) from the Welcome Tour. If it's skipped or dismissed, the user can launch it from the Checklist, Life Ring Button (LRB), or Hint.

A Checklist is a powerful tool for accelerating your user onboarding process. It guides your users through the important steps necessary to start using your platform effectively. It offers immediate feedback on progress and maintains users on the desired learning path. This type of Checklist is referred to as “Onboarding.” However, it also helps with user retention and further education. For example, it's helpful to get users acquainted quickly with new features, or unused platform sections.

Direct users from the Checklist to your learning content, such as Feature Tours, Articles, and Tutorials.

• Define the type of Checklist. For example: 'Get started' with the initial steps to be completed before users begin [admin], or a 'learning' Checklist showcasing the most important sections
• Share tours, videos, and articles
• Limit Checklist to 3-4 steps/actions
• Provide instant gratification for completing items
• Add an Adoption Meter feedback card to assess the effectiveness of your flow
• For more details, read our article https://help.productfruits.com/en/article/how-to-design-a-checklist

We recommend configuring the Checklist to launch automatically on your platform. This option is enabled by default in the "General Settings" section of the Checklist widget. If you disable the automatic toggle, the Checklist will not be displayed unless the user clicks on the small Checklist icon.

Tours are seen once, Hints are permanent. They are an excellent tool for explaining your product features/sections. On the top, they can “deliver” information to your users once they want/are ready to learn (clicking on a hint and start learning).

To make your feature promotion even more appealing, attract your users' attention to the required section with a Hint. You can use Hints:

• Inside a specific section (using an "i" or "?" symbol) offering permanent learning content, such as Tour links, articles, brief usage information, etc.
• On your platform to draw attention to a specific section or feature, use a Flashing Beacon or your personalized symbol (for example: "NEW"), displayed through text or icons thanks to Custom CSS.

• Add short descriptions, links, animated gifs, videos
• For more information, read an article https://help.productfruits.com/en/article/how-to-design-hints

Hints can be displayed through Custom rules to different users (segments), however as they are an important support element in your user onboarding, we recommend keeping them permanently displayed for everyone.

The Life Ring Button (LRB) serves as a central and permanent access point for your support content and user-dedicated communication channels. Once Tours and Checklists are dismissed or skipped, and users wish to return to the learning content after some time or to contact you, the Life Ring Button plays a crucial role in advanced learning and retention.

Enable your users to find important articles/tutorials or key tours, along with your in-app communication channels (feedback widget, chat, Calendly, etc.), in the Life Ring whenever they need.

• Add knowledge base articles
• Add chat and feedback form
• Add important tours and allow users to replay them when necessary
• Add your demo booking calendar

No segmentation needed. The LRB itself cannot be segmented, unlike its items, which can be segmented for different user groups.

The Knowledge Base serves as one repository for all your support (educational) content (such as articles, video tutorials, technical documentation, etc.) easily accessible anywhere on your platform or the web. It's especially recommended for feature-rich products.

Start building your Knowledge Base with Get-started instructions and tutorials which will help your new users quickly become acquainted with the most important first steps and sections/features of your product.

• Group your content by topics
• Define keywords for each article to facilitate the user search
• Let users access your articles from the LRB, Hint, or the Checklist
• Use a powerful WYSIWYG editor to help you create content
• Make your knowledge base either public or private (semi-private)

A Knowledge Base helps your users to self-serve by finding the relevant content related to your product usage. Therefore, it should be accessible to all users. However, you can make your Knowledge Base completely or partially private by restricting access to all specific user segments, for example, paying customers or employees. For more information, read our article https://help.productfruits.com/en/article/secure-your-knowledge-base

Announcements are a powerful way to deliver information to your users while they are actively using your product.

Choose your announcement type and user segment:

• Pop-ups (Modal Cards): For important news, for example: new mobile version or webinar “Get-started” with your platform
• Banners: For regular updates. For example: questionnaires, case studies, app updates
• Newsfeed (NewsCenter): Use in conjunction with any type of announcement

Use short text with video/gif/picture and get straight to the point, ideally adding exciting numbers/results. Don't forget to include a Call-to-Action button with a link to:

• A Feature Tour - To communicate and teach about a new/underused/important feature
• And/or an Article - To provide detailed communication and instruction on a feature
• Case Study, Customer Testimonial, or Video - To impress and convince users to start using a forgotten or underused feature

Display the Announcement for the duration of the promotion only, or a few times to your users until it's skipped or dismissed. In our case avoid displaying Announcements completely for new users (users that are logged in for the first time). They won't know what is considered new, and this could conflict also with the welcome tour card and other flow you have prepared for them. Use custom rules to set up conditions.

Interact with your new users during their trial through the in-app survey to gather feedback for:

• Adjusting your welcome flow content or structure if necessary
• Improving your platform engagement and personalized onboarding approach

Pick up one of our Survey templates – in this case – “Small” or “Large” from the Scratch Survey template is recommended. Find out how your news users feel about your platform and onboarding structure. If you find they are at risk of dropping (From the question, “Are you finding your app useful?” or “Are you considering continuing in the paid plan?”). offer them through custom rules section a free extension of their free trial and/or a discounted “Get started” rate.

• Pick one of our survey templates – we recommend one of the first ones (Small or Large from the Scratch)
• Prepare up to 3 questions asking your new users how they find your platform, if onboarding instructions are clear enough, and what their greatest challenges are within a trial

To set the Trial Survey conditions, go to the Survey's "Settings" section. In the "Triggers" subsection, configure the Survey to repeat for new users until they respond, choosing the option "Periodic". In the "Targeting" subsection, we recommend setting the Custom Rules condition to "Sign up at least 10 days ago". This ensures the Survey is displayed 10 days after the user signs up and no later than 14 days (the length of the trial).