We increased customer retention and trial-to-paid ratio for an automated productivity tool.
DeskTime needed to raise their paid to trial customer ratio. We quickly realized that this task required detailed information from the end users. DeskTime’s mobile app was lacking a crucial feature - time tracking. Our job was to seamlessly incorporate it in the mobile app design and functionality.
What we did
We started work by first analyzing their customer data and conducting user interviews to understand why their paid customers decided to subscribe and why inactive customers didn’t. After receiving very valuable intel from the users and conducting competitor analysis, we were ready to start building an onboarding flow, updating the marketing page and improving their mobile app’s functionality.
We were able to increase the trial to paid ratio and conversion rate on DeskTime’s homepage. Additionally, implementing the onboarding flow, resulted in a major increase in tracked time, which directly correlates with paid customer ratio.
A word from the client
Every page has a goal
We had the opportunity to update a few of DeskTime’s product pages. We focused on increasing each page’s goal completion rate.
Onboard your customers
Prior to working with us, Desktime’s customers landed on the admin panel right after registration. We introduced an onboarding flow to get customers more interested in the product features, tailor their experience and ultimately, be more invested. The theory is that users who complete onboarding stick around. B2B users are more interested in products. They have higher level of intent, so onboarding for them can be longer.
Track on the go
From talking with support, we noticed that some of DeskTime’s customers are complaining about not being able to track their productivity while working remotely without a laptop. Our solution - update the mobile app functionality by adding a new feature. Now users can track their time from the app.