How to measure the success of WhatsApp onboarding?
Posted: Thu Dec 05, 2024 10:24 am
Measuring the success of WhatsApp onboarding is key to ensuring that customers are receiving the right guidance and achieving effective onboarding with your product or service. Here are some metrics and methods you can use to evaluate the performance of the process:
1. Onboarding completion rate
Measures how many customers complete the entire onboarding process. This metric shows you how many users make it to the end of the guides, tutorials, or configurations required to start using the product.
Formula : (Customers who greece phone number material complete onboarding / Customers who start onboarding) * 100
Indicator : A high percentage indicates that the onboarding process is clear and easy to follow.
2. Interaction with automated messages
Check how many of the automated messages you send through WhatsApp are being read and whether customers are interacting with them, such as clicking on links, replying or following instructions.
Formula : (Number of messages with response / Total messages sent) * 100
Indicator : A high engagement rate suggests that messages are relevant and useful to customers.
3. Customer feedback
Ask customers for feedback directly about their onboarding experience through short surveys or evaluations. Ask if the process was clear, if WhatsApp messages were helpful, and if they felt well guided through the onboarding.
Example : “On a scale of 1 to 5, how would you rate the onboarding process at WhatsApp?”
4. Dropout rate during onboarding
Analyze how many customers abandon the onboarding process before completing it, which may indicate that the steps are too complicated or unclear.
Formula : (Customers who leave / Total customers who start onboarding) * 100
Indicator : A low abandonment rate indicates that customers find the process easy to follow.
5. Post-onboarding customer satisfaction rate
Measure how many customers are satisfied with their experience after completing onboarding. You can use satisfaction surveys or simple questions to assess their perception.
Example : “Are you satisfied with the onboarding process? Please answer with a number from 1 to 5.”
1. Onboarding completion rate
Measures how many customers complete the entire onboarding process. This metric shows you how many users make it to the end of the guides, tutorials, or configurations required to start using the product.
Formula : (Customers who greece phone number material complete onboarding / Customers who start onboarding) * 100
Indicator : A high percentage indicates that the onboarding process is clear and easy to follow.
2. Interaction with automated messages
Check how many of the automated messages you send through WhatsApp are being read and whether customers are interacting with them, such as clicking on links, replying or following instructions.
Formula : (Number of messages with response / Total messages sent) * 100
Indicator : A high engagement rate suggests that messages are relevant and useful to customers.
3. Customer feedback
Ask customers for feedback directly about their onboarding experience through short surveys or evaluations. Ask if the process was clear, if WhatsApp messages were helpful, and if they felt well guided through the onboarding.
Example : “On a scale of 1 to 5, how would you rate the onboarding process at WhatsApp?”
4. Dropout rate during onboarding
Analyze how many customers abandon the onboarding process before completing it, which may indicate that the steps are too complicated or unclear.
Formula : (Customers who leave / Total customers who start onboarding) * 100
Indicator : A low abandonment rate indicates that customers find the process easy to follow.
5. Post-onboarding customer satisfaction rate
Measure how many customers are satisfied with their experience after completing onboarding. You can use satisfaction surveys or simple questions to assess their perception.
Example : “Are you satisfied with the onboarding process? Please answer with a number from 1 to 5.”