This was a major issue for Segment.
Getting started with their software was a hassle.
Through examination of the data, they uncovered a fascinating trend.
People from major companies such as Nike, etc., signed up, but then never installed the software.
Zero percent of the segment’s highest-value customers were being converted.
A single strategy accounted for a 70% increase in conversions among some of those individuals.
What they did was as follows:
The first question they asked me after I signed up was, “Would you like help getting started?”
Is it a yes or a no?
A screen that read “Thank you, we’re going to reach out to you” appeared after they selected “yes.”
Seventy percent of those who clicked “Yes, I want help” ended up making a purchase.
A definition, please.
The more people you get to say “Yes, I want help,” the more customers you’ll have.
The question is, how can we get there?
What if, after a user says, “Yes, I want help,” the app immediately connects them with a human helper?
What if, for employees of large companies, personalised assistance was available automatically upon logging in to the app, with no additional steps required?