There are two parts to questions in user onboarding: what questions you ask and how you ask them. A good question does not equal a good ask. Let me explain. As we continue to figure out Chargebee’s user onboarding flow, there are three conditions at play in every discussion (like most B2B SaaS): we have a complex problem to solve, our solution is built for teams, and it impacts (and relies on, to some extent) the intricate tech ecosystem of a growing business. What these conditions mean is that we have to work questions into our user onboarding flow, no two ways about it. Whether we want to customize our app, sound more human, or just understand who’s coming to Chargebee a little better, we need user information. And just a first name and an email id, but vertical, function, team size, and intent. We’re talking to people—users, customers, mentors, each other—to figure out how to make sure these questions are good questions. What will make them good asks, though, depends on how we work them into our onboarding flow—from how much we can make them matter to users to how comfortable we can make users feel about answering them.
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