{"id":3968,"date":"2022-01-06T16:32:38","date_gmt":"2022-01-06T16:32:38","guid":{"rendered":"https:\/\/userpilot.com\/blog\/day-one-retention\/"},"modified":"2026-02-17T14:25:07","modified_gmt":"2026-02-17T14:25:07","slug":"day-one-retention","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/day-one-retention\/","title":{"rendered":"Day One Retention: Why It Has the Biggest Impact on Revenue"},"content":{"rendered":"<p>Get it wrong and nothing you can do later on will fix your problems.<\/p>\n<p><em>But get it right and you and your users are set for a long (and hopefully mutually beneficial \ud83d\ude0e) relationship.<\/em><\/p>\n<p>No, we are not talking about a first date. But almost.<\/p>\n<p><em>Day One Retention is a bit like that. <\/em><\/p>\n<p>If you lose a customer on day one, the Lifetime Value of that customer will be about as low as it can be. Maybe even lower than the cost of acquiring them in the first place.<\/p>\n<p>In this blog, we\u2019ll show you how to make sure your day one retention efforts set up long-run customer success.<\/p>\n<p>At one level, it\u2019s just common sense.<\/p>\n<p>But at another level, day one retention is critical to the entire customer journey.<\/p>\n<p>Why?<\/p>\n<h3 id=\"cmq5f\">Because first impressions count and they\u2019re very hard to shake off<\/h3>\n<p>So if your SaaS disappoints or doesn\u2019t live up to expectations on day one, those underwhelmed users are highly likely to drop off quickly and pay minimally.<\/p>\n<p>As <a href=\"https:\/\/youtu.be\/0S4CBpzc1JE\">Shiv Patel of ProductBoard says in this video<\/a> (8:18):<\/p>\n<blockquote><p>In SaaS, we really care about day one retention. Often it\u2019s the largest drop-off in a user\u2019s activation and engagement journey.<\/p><\/blockquote>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/shivpatelyt_6ff1ed93de2d38e59bf0951bf5aa7955_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/shivpatelyt_6ff1ed93de2d38e59bf0951bf5aa7955_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/shivpatelyt_6ff1ed93de2d38e59bf0951bf5aa7955_800.png\" alt=\"shiv patel \" \/><\/picture><\/figure>\n<h3 id=\"8rrsp\">So in this blog, we\u2019re going to show you how to crack the day one retention problem.<\/h3>\n<ol>\n<li><a href=\"#fr82n\">How Day One Retention Affects your Bottom Line<\/a><\/li>\n<li><a href=\"#7hqtv\">Find out what Aha! Means to your Users<\/a><\/li>\n<li><a href=\"#dkl7u\">Set User Expectations<\/a><\/li>\n<li><a href=\"#5mcc0\">Reduce Time To Value (TTV)<\/a><\/li>\n<li><a href=\"#7u4bl\">Give a Great Experience<\/a><\/li>\n<\/ol>\n<p><!--ARCADE EMBED START--><\/p>\n<div style=\"position: relative; padding-bottom: calc(56.8027% + 41px); height: 0px; width: 100%;\"><iframe loading=\"lazy\" src=\"https:\/\/sw11.userpilot.com\/WkWUNQj7WT4QoqhLSQbE?embed&#038;embed_mobile=tab&#038;embed_desktop=inline&#038;show_copy_link=true\" title=\"Churn Prevention\" frameborder=\"0\" loading=\"lazy\" webkitallowfullscreen mozallowfullscreen allowfullscreen allow=\"clipboard-write\" style=\"position: absolute; top: 0; left: 0; width: 100%; height: 100%; color-scheme: light;\" ><\/iframe><\/div>\n<p><!--ARCADE EMBED END--><\/p>\n<h2 id=\"fr82n\">How Day One Retention Affects your Bottom Line<\/h2>\n<p><strong>Churn rates<\/strong> (the inverse of retention) make a <em>huge<\/em> difference to the <strong>revenue<\/strong> subscription-based businesses like SaaS companies:<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ZohoChurn_500dd45fbf01f7faafac154475d00a46_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ZohoChurn_500dd45fbf01f7faafac154475d00a46_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ZohoChurn_500dd45fbf01f7faafac154475d00a46_800.png\" alt=\"Why day one retention is critical to revenue\" \/><\/picture><figcaption><\/figcaption><\/figure>\n<p>As <a href=\"https:\/\/www.zoho.com\/blog\/subscriptions\/how-churn-can-plateau-the-growth-of-your-subscription-business.html\">this graph from Zoho<\/a> shows, seemingly small differences in churn rates multiply out into big differences in customer numbers.<\/p>\n<p>With a constant monthly price, <strong>the area under the graph is equivalent to revenue.<\/strong> The more customers you lose early on, the lower the overall revenue generated will be.<\/p>\n<p>And it totally makes sense: every customer you acquire incurs you a certain amount of CAC (Customer Acquisition Cost).<\/p>\n<p>In some cases, you can even lose money on new customers:<\/p>\n<ul>\n<li>If it costs you a significant amount of money to acquire them &#8211; e.g. marketing costs, time and money spent getting them set up<\/li>\n<li>If you offer a free trial &#8211; you only generate revenue if they stay beyond the trial period<\/li>\n<\/ul>\n<p>So, you need to be fighting churn from the very beginning. Hence the importance of day one retention.<\/p>\n<h3 id=\"b4p3a\">Why do users churn?<\/h3>\n<p>There are many reasons, but the single biggest one is this:<\/p>\n<h4 id=\"eqql0\">They do not get the value they expected from your service.<\/h4>\n<p>When a new user signs up with you, she\u2019s excited about the value your SaaS promises to deliver.<\/p>\n<p>She\u2019s chosen your service as the solution to a problem she has right now.<\/p>\n<p>One of two things happens now:<\/p>\n<ul>\n<li>The new user successfully uses your service, achieves the value\/solves the problem and the promise is fulfilled. Day one retention problem solved!<\/li>\n<li>The new user doesn\u2019t manage to use it successfully, she doesn\u2019t achieve the value\/solve the problem, is disappointed and is likely to churn.<\/li>\n<\/ul>\n<p>It is critical to get new users to realize the value from your SaaS as quickly as possible. Excitement about promises will only last for so long &#8211; sooner or later it turns into frustration and disappointment.<\/p>\n<p>And the gap between expectations and reality is never greater than at the moment that a new user faces the challenge of starting to learn how to use your platform.<\/p>\n<p>Because that\u2019s how many users think. If they can\u2019t make your service work right away, they leave.<\/p>\n<p>This is the source of what Shiv Patel calls the \u201cfear of white canvas\u201d.<\/p>\n<p>Shiv Patel is one of the co-founders of Autopilot, a marketing automation tool that allows marketers to visualize their customer\u2019s journey, and create marketing messages along the way.<\/p>\n<p>Here, he shows an example of how<a href=\"https:\/\/youtu.be\/0S4CBpzc1JE\"> daunting the empty dashboard of Autopilot was for their new user<\/a> who skips the onboarding steps.<\/p>\n<figure class=\"image regular \"><a href=\"https:\/\/youtu.be\/0S4CBpzc1JE\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Whitecanvas_760ea77095c4235d44fef152f35ab994_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Whitecanvas_760ea77095c4235d44fef152f35ab994_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Whitecanvas_760ea77095c4235d44fef152f35ab994_800.png\" alt=\"Shiv Patel: &quot;fear of white canvas&quot;\" \/><\/picture><\/a><\/figure>\n<p style=\"text-align: center;\">Source: Shiv Patel<\/p>\n<p>While Autopilot is easy to use, there are so many possible elements that the user can user to build campaigns, and so many use cases &#8211; that no wonder the empty screen was daunting.<\/p>\n<p>How would you know where to start from?<\/p>\n<p>It\u2019s not surprising that some give up at this point!<\/p>\n<p>Before they tackled the white canvas issue, Shiv found that 50% of Autopilot trialists were getting to the end of their trial without setting up a single campaign &#8211; which is the only way to get value from the product.<\/p>\n<p>It wasn\u2019t until Autopilot filled that empty state with meaningful templates geared to the new signup\u2019s use case that the day 1 retention began to improve.<\/p>\n<p>Hence: think of your dashboard is your most valuable piece of real estate. Imagine you&#8217;re trying to sell an apartment.<\/p>\n<h3 id=\"aslnr\">Empty States are like empty apartments. Without windows and walls. Cluttered dashboards are like cluttered apartments. Both are hard to sell.<\/h3>\n<p>If you were to sell your apartment, how would you present it to a potential buyer?<\/p>\n<p>If your knee-jerk answer is &#8211; &#8216;it depends on whom I want to sell it to&#8217; &#8211; you&#8217;re on the right track already!<\/p>\n<p>A single young professional in his early 20s vs. a family vs. a real estate investor would need completely different sales materials. Home staging, different ad copy, everything. You&#8217;d highlight the proximity of nightclubs to the former vs. schools to the family vs. the ROI to the investor.<\/p>\n<p>Because for each of them &#8211; your flat would provide different <em>value. <\/em><\/p>\n<p>Same with your users.<\/p>\n<p>Show them exactly the kind of value they are hoping to get from your app in the form of ready-to-use templates for their use case.<\/p>\n<p>That way &#8211; your new user will (almost) instantly grasp what they can do with your tool. That\u2019s what we call the \u2018<a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\" target=\"_blank\" rel=\"noopener\">AHA! moment<\/a>\u2019.<\/p>\n<h3 id=\"1qh45\">To beat day one churn, SaaS companies need to make it as easy and as quick as possible for new users to get to the <a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\">\u2018AHA!\u2019 moment<\/a> fast.<\/h3>\n<p>That\u2019s why so many businesses treat Time To Value (TTV) as a core metric.<\/p>\n<h4 id=\"1a6mo\">The rest of this blog is going to look at ways of cutting TTV, one step at a time.<\/h4>\n<h2 id=\"7hqtv\">Find out what <a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\">AHA!<\/a> Means to your Users<\/h2>\n<p>Day one retention depends on working out what it is your users expect to achieve.<\/p>\n<p>That\u2019s their <a href=\"https:\/\/userpilot.com\/blog\/in-app-training-saas\/\">\u201caha!\u201d<\/a> &#8211; the promise of value that your SaaS offers.<\/p>\n<p>A user who has experienced an aha! moment knows what they expect your service to deliver and wants it.<\/p>\n<p>We might say they become an Activated user when they <strong><em>actually get there <\/em><\/strong>&#8211; when they experience that benefit.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Granular_1d3367c4c6b8a99cf3ccf7bd25efb817_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Granular_1d3367c4c6b8a99cf3ccf7bd25efb817_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Granular_1d3367c4c6b8a99cf3ccf7bd25efb817_800.png\" alt=\"Day one retention concerns the journey from aha! to activation\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Userpilot.com<\/p>\n<p>TTV is the gap between Aha! and Activation.<\/p>\n<h3 id=\"dhmo6\">But Aha! is not the same for all users.<\/h3>\n<p>The more complex your SaaS, the wider the range of use cases it is likely to support.<\/p>\n<p>When it comes to day one retention, a new user is probably only thinking about one of them. To activate users as quickly as possible, you need to know which use case is the one that matters to them.<\/p>\n<p>If you don\u2019t narrow that down, you could end up like this guy.<\/p>\n<p>Microsoft\u2019s Clippy was an early attempt at automated onboarding. Every so often, he would pop up and offer advice to Word users.<\/p>\n<p>Sounds great, right?<\/p>\n<p>Unfortunately, Clippy was notorious for completely misreading what users were trying to. Or worse yet, just popping up apparently at random, and giving tips unrelated to the task at hand.<\/p>\n<p>The result?<\/p>\n<p><em>Everyone hated Clippy. <\/em><\/p>\n<p>Thankfully, we have become much better at working out anticipating user intent in recent years.<\/p>\n<p>Here are there essential ways to segment users by their Aha! needs.<\/p>\n<h4 id=\"5hrq1\">#1 Referral Paths<\/h4>\n<p>You should be segmenting users before they even sign up by tracking the landing pages and referral pathways they have followed.<\/p>\n<p>There are many ways to do this, but the simplest and most popular is using <a href=\"https:\/\/buffer.com\/library\/utm-guide\/\" rel=\"nofollow\">UTM parameters at the end of landing page URLs.<\/a> This allows you to show pages that <em>look<\/em> the same to a variety of visitors, but to keep track of what links they followed to get there.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/UTM-formula_30a1c9a18b156f13cce51a260b7b335c_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/UTM-formula_30a1c9a18b156f13cce51a260b7b335c_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/UTM-formula_30a1c9a18b156f13cce51a260b7b335c_800.png\" alt=\"How UTM parameters work\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: partners.livechat.com<\/p>\n<p>Why does that matter? Because the content on the <em>linked-from page<\/em> will tell you a lot about why they were interested in visiting you!<\/p>\n<p>That means you can start providing customized onboarding that reflects user expectations from the very beginning.<\/p>\n<p>This is where your marketing and your product management connect. If you\u2019ve made massive claims in your sales process, your users will expect you to live up to them!<\/p>\n<p>The perceptions about the value of your SaaS that new users come onboard with are very much influenced by the sales and marketing they\u2019ve seen. So keep it real!<\/p>\n<h4 id=\"cfee7\">#2 Welcome Screen Questions<\/h4>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Pinterestwelcomesegments_cb32d1a80f635516039ad44ecff2a21e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Pinterestwelcomesegments_cb32d1a80f635516039ad44ecff2a21e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Pinterestwelcomesegments_cb32d1a80f635516039ad44ecff2a21e_800.png\" alt=\"Day one retention: Pinterest segments users during sign-up\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Pinterest.com<\/p>\n<p>Our <a href=\"https:\/\/userpilot.com\/saas-product-onboarding\/#\">State of SaaS 2020 study<\/a> found that 40% of SaaS products don\u2019t feature a welcome screen for new users <em>at all<\/em>.<\/p>\n<p>That is a massive \u201cwhite canvas\u201d mistake!<\/p>\n<p>Here\u2019s how <a href=\"http:\/\/www.pinterest.com\">Pinterest<\/a> welcomes new users: with a five-step information gathering process that concludes by asking the user to nominate some topics of interest.<\/p>\n<p>By doing this, Pinterest is able to <strong>automatically populate<\/strong> a new user\u2019s feed with relevant images &#8211; rather than present them with a blank screen.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Quorasegmentation_a5d39e74326828de4f7c3642051549c5_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Quorasegmentation_a5d39e74326828de4f7c3642051549c5_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Quorasegmentation_a5d39e74326828de4f7c3642051549c5_800.png\" alt=\"Day one retention: Quora forces new users to choose interests\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Quora.com<\/p>\n<p><a href=\"https:\/\/www.quora.com\/\">Quora<\/a> does something very similar.<\/p>\n<p>In contrast, <a href=\"https:\/\/sproutsocial.com\/\">Sprout<\/a> asks new users about their level of experience and what they intend to use their service for.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Sprout_e284bb9fd1ac954e7c25e5b4b93fe983_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Sprout_e284bb9fd1ac954e7c25e5b4b93fe983_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Sprout_e284bb9fd1ac954e7c25e5b4b93fe983_800.png\" alt=\"Day one retention: Sprout Social seeks user intent\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Sproutsocial.com<\/p>\n<p>By getting users to tell them these things at the start, Sprout can then customize the onboarding new users receive to minimize TTV.<\/p>\n<h4 id=\"dj10h\">#3 Contextual In-App Help<\/h4>\n<p>If you are carefully tracking how a new user is interacting with your platform &#8211; using tools like Mixpanel, Heap, Amplitude etc &#8211; then you can offer tailored support when it appears that they are attempting a task.<\/p>\n<h3 id=\"dtbi6\">This makes a huge difference to day one retention.<\/h3>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Contextual_bb5a689819753cf99787d282d1df5ba7_800.JPG 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Contextual_bb5a689819753cf99787d282d1df5ba7_800.JPG 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Contextual_bb5a689819753cf99787d282d1df5ba7_800.JPG\" alt=\"28% use contextual onboarding\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Userpilot.com<\/p>\n<p>Amazingly, <a href=\"https:\/\/userpilot.com\/blog\/user-adoption-metrics\/\">our research shows that this is still not the norm<\/a>!<\/p>\n<div class=\"poptin-embedded\" data-id=\"1474bad22bf56\"><\/div>\n<p>And yet when it\u2019s used well (pay attention Clippy!), it can help you ease users towards quick wins without having to make all-or-nothing assumptions about predetermined user journeys.<\/p>\n<p><img decoding=\"async\" class=\"aligncenter size-large wp-image-4007\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/08\/GA-Contextual-feature-onboarding-1024x562.png\" alt=\"\" width=\"1024\" height=\"562\" srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/08\/GA-Contextual-feature-onboarding-1024x562.png 1024w, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/08\/GA-Contextual-feature-onboarding-450x247.png 450w, https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/08\/GA-Contextual-feature-onboarding-768x421.png 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/p>\n<picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ProductTips_f220da002644bd878272e2e004cb2795_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ProductTips_f220da002644bd878272e2e004cb2795_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ProductTips_f220da002644bd878272e2e004cb2795_800.png 1x, https:\/\/images.storychief.com\/account_6827\/ProductTips_f220da002644bd878272e2e004cb2795_1600.png 2x\" media=\"(min-width: 769px)\" \/><\/picture>\n<p style=\"text-align: center;\">Source: Google.com<\/p>\n<p>As well as proactively working out what users are trying to do, you should also make it easy for them to tell you. That\u2019s where your Help Center comes in. Here\u2019s ours at <a href=\"https:\/\/userpilot.com\/\">Userpilot<\/a>.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Userpilot_helpwidget_c1d03c493bf1ae8e0eeb08d16ed0e47f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/Userpilot_helpwidget_c1d03c493bf1ae8e0eeb08d16ed0e47f_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Userpilot_helpwidget_c1d03c493bf1ae8e0eeb08d16ed0e47f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/Userpilot_helpwidget_c1d03c493bf1ae8e0eeb08d16ed0e47f_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Userpilot_helpwidget_c1d03c493bf1ae8e0eeb08d16ed0e47f_800.png\" alt=\"Day one retention: contextual in-app help\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Userpilot.com<\/p>\n<h2 id=\"2uk3g\">Set User Expectations<\/h2>\n<p>Want to earn $1 million?<\/p>\n<p>Here\u2019s the secret&#8230;<\/p>\n<p>Get a job that pays $25,000 a year and work non-stop for 40 years!<\/p>\n<h4 id=\"6nggm\">If your SaaS is offering big value gains, you must set realistic expectations about how long it\u2019ll take and how much effort it\u2019ll need.<\/h4>\n<p>Otherwise, it will be as disappointing as the get-rich-quick advice above.<\/p>\n<p><a href=\"https:\/\/wistia.com\/learn\/culture\/growing-your-flatsides\">Chris Savage of Wistia <\/a>has a great line of this which is worth quoting in full:<\/p>\n<blockquote><p>Learning to play the piano is hard. Most people never get past the valley of despair. That\u2019s because to truly have fun playing the piano, you want to be able to improvise, make up your own songs, pick up a tune by ear, and entertain yourself with your creativity. Just imagine how much fun it would be to create great music at any moment.<\/p><\/blockquote>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Wistia_4231f2d5cd0f9d942bd7359e53394f5e_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Wistia_4231f2d5cd0f9d942bd7359e53394f5e_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Wistia_4231f2d5cd0f9d942bd7359e53394f5e_800.png\" alt=\"Why it's no fun being no good at something\" \/><\/picture><figcaption><\/figcaption><\/figure>\n<p style=\"text-align: center;\">Source: wistia.com<\/p>\n<blockquote><p>Here\u2019s the secret to getting better at it: you have to measure smaller successes that will generate joy for you along the way, so that you can forge right through the valley of despair.<\/p><\/blockquote>\n<h3 id=\"61q91\">Checklists may not generate joy, but they do break down the steps involved in becoming a competent user in a brilliantly simple way.<\/h3>\n<p>By showing the steps a user has still to go through to be able to realize their desired value, onboarding checklists make a big journey seem like a series of small steps.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflare_3fdb3415f9f03fb007e68cb8ee8e1eae_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflare_3fdb3415f9f03fb007e68cb8ee8e1eae_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflare_3fdb3415f9f03fb007e68cb8ee8e1eae_800.png\" alt=\"Salesflare's gamified onboarding checklist\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Jeroen Courthout, Salesflare<\/p>\n<p><a href=\"https:\/\/salesflare.com\/\">Salesflare<\/a> needs users to complete quite a few actions before they start to see any CRM platform benefits. As founder <a href=\"https:\/\/youtu.be\/GN8INWd0l6Y\">Jeroen Corthout explains in this Product Drive video<\/a>, they\u2019ve broken these down into 12 steps (11:30).<\/p>\n<p>Each step has a video and a document explaining how to complete it. Completed actions are ticked off and the list will pop up contextually as described in the last section.<\/p>\n<p>Salesflare have even <strong><em>gamified<\/em><\/strong> their checklist to make it more fun to complete: adding people to your team and completing tasks extends the duration of your free trial!<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/userpilot_onboarding_6-1_bfce2a0e2f964e838a4b6babe2232cde_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot_onboarding_6-1_bfce2a0e2f964e838a4b6babe2232cde_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/userpilot_onboarding_6-1_bfce2a0e2f964e838a4b6babe2232cde_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot_onboarding_6-1_bfce2a0e2f964e838a4b6babe2232cde_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/userpilot_onboarding_6-1_bfce2a0e2f964e838a4b6babe2232cde_800.png\" alt=\"Day one retention: onboarding checklists\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Userpilot<\/p>\n<p>Ours is a little bit simpler, but it makes the same point. And as you can see, <a href=\"https:\/\/userpilot.com\/\">Userpilot enables you to build checklists into your own service interface<\/a> quickly and simply. Why not <em><a href=\"https:\/\/run.userpilot.io\/signup\/gBeYmA4uNVKQnPjiP1HO\">try it for free<\/a> or <a href=\"https:\/\/userpilot.com\/get-a-demo\">book a demo<\/a>?<\/em><\/p>\n<h4 id=\"5p1o2\">Pre-fill some of the fields on your checklist for an extra psychological boost!<\/h4>\n<p>If somebody sees that they\u2019ve already completed two out of ten steps, the rest of the journey looks less daunting than if they\u2019ve completed zero out of eight.<\/p>\n<p>Plus, the <a href=\"https:\/\/userpilot.com\/blog\/app-onboarding-psychology\/\" rel=\"nofollow\">Zeigarnik Effect<\/a> has proven that people are predisposed towards remembering and finishing incomplete tasks.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ChecklistHubspot_e6bbe235dc140d3fb2c00fc8466a33a4_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ChecklistHubspot_e6bbe235dc140d3fb2c00fc8466a33a4_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/ChecklistHubspot_e6bbe235dc140d3fb2c00fc8466a33a4_800.png\" alt=\"Hubspot onboarding checklist with progress bar\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Hubspot<\/p>\n<p>Combine your checklist with a <strong>progress bar<\/strong> &#8211; like the one above &#8211; for extra power.<\/p>\n<p>Having said all that, it\u2019s important to remember <a href=\"https:\/\/sixteenventures.com\/\">Lincoln Murphy\u2019s<\/a> words here:<\/p>\n<blockquote><p>Every <a href=\"https:\/\/userpilot.com\/blog\/saas-customer-success-guide\/\">customer achieves success<\/a> in their own timeline.<\/p><\/blockquote>\n<p>In this context, that means don\u2019t set <strong><em>your own<\/em><\/strong> expectations of your customers too high.<\/p>\n<h3 id=\"f5ob7\">Day one retention is not the same thing as day one activation.<\/h3>\n<p>Some product managers get hung up on the idea that Activation <strong><em>must <\/em><\/strong>be achieved during the first session or on day one.<\/p>\n<p>For some products, that\u2019s just not realistic &#8211; particularly ones where you have to populate a tool with data or deploy a piece of code onto your website. The TTV will necessarily be a bit longer.<\/p>\n<p>If that\u2019s the case:<\/p>\n<ul>\n<li>Make it very clear what users have to do and how long it will take them to see the benefit, so that their expectations do not get frustrated<\/li>\n<li>Be realistic about the amount of effort users can be expected to put in &#8211; your day one retention plan can\u2019t depend on a new user putting in a solid eight hours<\/li>\n<li>Be realistic about how much the user has to <em><strong>do for themselves<\/strong><\/em> to get the benefit &#8211; <a href=\"https:\/\/blog.innertrends.com\/good-idea-reduce-time-first-value-cost\/\" rel=\"nofollow\">this blog<\/a> talks about one SEO tool that would insert keywords into users\u2019 copy for them if they didn\u2019t do it quickly enough! Not only could that be very irritating, it could prevent the user from learning things they are using the tool to learn.<\/li>\n<\/ul>\n<p>There\u2019s a balance to be struck. You can\u2019t push users to achieve value at any cost. But not can you just leave them without any support.<\/p>\n<h4 id=\"852db\">The best thing to do is benchmark typical use cases and typical users, map their journeys and TTV figures, and measure new users against those personas.<\/h4>\n<h2 id=\"5mcc0\">Reduce Time To Value (TTV)<\/h2>\n<p>OK, hopefully it\u2019s pretty obvious from everything that I\u2019ve said so far that TTV depends on:<\/p>\n<ul>\n<li>What value a user is looking for<\/li>\n<li>How quick and easy it is to give it to them<\/li>\n<\/ul>\n<p>That means the tactics you should pick to minimize TTV and maximize day one retention depend on your users and your product\u2019s use cases.<\/p>\n<p>In this section, we\u2019ll look at some great examples that you can apply to your own needs.<\/p>\n<h4 id=\"dorb3\">#1 Banish Empty States<\/h4>\n<p>These are the blanks that were mentioned in this blog\u2019s title.<\/p>\n<p>As Shiv Patel pointed out, there\u2019s nothing more off-putting than all that white canvas when you don\u2019t know where to start.<\/p>\n<p>What Shiv found at Autopilot was that many users really wanted to know how other people were using the tools, in order to inspire their own use.<\/p>\n<p>They solved the problem by including a <a href=\"https:\/\/youtu.be\/0S4CBpzc1JE\">whole host of pre-built workflows for common use cases<\/a> (10:00).<\/p>\n<figure class=\"image regular \"><a href=\"https:\/\/youtu.be\/0S4CBpzc1JE\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Library_8ef07bf2ce4f3b9582154a1483f910e1_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Library_8ef07bf2ce4f3b9582154a1483f910e1_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Library_8ef07bf2ce4f3b9582154a1483f910e1_800.png\" alt=\"Autopilot's template library\" \/><\/picture><\/a><\/figure>\n<p style=\"text-align: center;\">Source: ShivePatel<\/p>\n<h4 id=\"1nm6b\">This increased activation by \u201cdouble digits\u201d, Shiv reports.<\/h4>\n<p>It\u2019s an approach that lots of other SaaS providers follows.<\/p>\n<p>New Trello users are presented with a pre-made board, with the cards showing onboarding instructions.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/trello-1024x623_555c38fdab9dbe9c2278ce56bc954bfa_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/trello-1024x623_555c38fdab9dbe9c2278ce56bc954bfa_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/trello-1024x623_555c38fdab9dbe9c2278ce56bc954bfa_800.png\" alt=\"Trello's Welcome Board\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Trello<\/p>\n<p>While Basecamp populates new users\u2019 dashboards with a complete suite of sample data to play with.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Basecampsampleteam_4d94a277d3c11daf78bd27e939a7027c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/Basecampsampleteam_4d94a277d3c11daf78bd27e939a7027c_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Basecampsampleteam_4d94a277d3c11daf78bd27e939a7027c_800.png 1x, https:\/\/images.storychief.com\/account_6827\/Basecampsampleteam_4d94a277d3c11daf78bd27e939a7027c_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Basecampsampleteam_4d94a277d3c11daf78bd27e939a7027c_800.png\" alt=\"Basecamp's sample data to play with\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Basecamp.com<\/p>\n<p>By including sample data or dummy data, these SaaS products make it much easier for new users to get to grips and immediately set expectations about what they can do.<\/p>\n<p>There are other ways to avoid the white canvas trap. Some services force you to take an activating action before you can move on to the main product, like Kissmetrics:<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/kissmetrics-blankstate-1024x680_050fb5ad6e242f1a61c86b328d944d56_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/kissmetrics-blankstate-1024x680_050fb5ad6e242f1a61c86b328d944d56_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/kissmetrics-blankstate-1024x680_050fb5ad6e242f1a61c86b328d944d56_800.png\" alt=\"Kissmetrics stops users from progressing until code is installed\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Kissmetrics.com<\/p>\n<p>Once the code is installed, Kissmetrics can begin to populate new users\u2019 dashboards with real data.<\/p>\n<h4 id=\"fu25c\">#2 Provide the Value in Advance<\/h4>\n<p>One of the best ways to improve day one retention is to give users value <strong><em>before<\/em><\/strong> day one!<\/p>\n<p>Many businesses let users experience some or all of their features before they sign up for a trial or as a customer.<\/p>\n<p>For example, <a href=\"https:\/\/website.grader.com\/\">Hubspot cuts TTV to zero with its free Website Grader tool<\/a>.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Websitegrader_85c863e51fde92bcd9bf837affb32d2a_800.jpg 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Websitegrader_85c863e51fde92bcd9bf837affb32d2a_800.jpg 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Websitegrader_85c863e51fde92bcd9bf837affb32d2a_800.jpg\" alt=\"Hubspot's Website Grader tool\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: website.grader.com<\/p>\n<p>Of course, that\u2019s only a taste of what Hubspot offers, but it immediately makes a positive impression.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Buzzsumo_9971457dc84c64270bceff24c194d760_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Buzzsumo_9971457dc84c64270bceff24c194d760_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Buzzsumo_9971457dc84c64270bceff24c194d760_800.png\" alt=\"Buzzsumo offers some features before signup\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Buzzsumo.com<\/p>\n<p><a href=\"https:\/\/app.buzzsumo.com\/content\/web\">Buzzsumo<\/a> does something very similar, making some of its tools available before you take out a trial.<\/p>\n<p>If you can get users beyond Aha! and on their way to Activation before they even sign up, that\u2019s a great start to your day one retention efforts.<\/p>\n<p>It was this insight that led Shiv to put the template library onto Autopilot\u2019s website -so that users could see in advance what the tool could do. He went on to do the same thing at his current company, <a href=\"https:\/\/www.productboard.com\/\">Product Board<\/a>.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Productboard_976d5096a7ce29e99842712e2f9a5dd1_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Productboard_976d5096a7ce29e99842712e2f9a5dd1_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Productboard_976d5096a7ce29e99842712e2f9a5dd1_800.png\" alt=\"Product Board offers roadmap templates on its website\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: productboard.com<\/p>\n<p>Product Board is a tool for building product roadmaps, so actually using it depends on integrating the customer\u2019s own data. However, Shiv gets around a potential white canvas issue here by using sample data to illustrate how it works.<\/p>\n<h4 id=\"brf77\">#3 Learn By Doing<\/h4>\n<p>Another great way to avoid throwing day one users in at the deep end is to provide an <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\">interactive walkthrough<\/a> of the essential features and controls.<\/p>\n<p>This gets new users customizing their profiles and inputting their own data in a controlled and supported environment.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/AppcuesGrammarlyGIF_4c553b0205e1834de2d17d53ab8fb84b.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/AppcuesGrammarlyGIF_4c553b0205e1834de2d17d53ab8fb84b.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/AppcuesGrammarlyGIF_4c553b0205e1834de2d17d53ab8fb84b.gif\" alt=\"Grammarly's demo document\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Grammarly<\/p>\n<p>Grammarly does this with a sample document which leads users to discover the key features.<\/p>\n<p>While Campaign Monitor walks you through the steps involved in setting up a first campaign.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/campaignmonitor-blankstate_e41a7df8030702478f60fadbfeb53553_800.png 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/campaignmonitor-blankstate_e41a7df8030702478f60fadbfeb53553_800.png 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/campaignmonitor-blankstate_e41a7df8030702478f60fadbfeb53553_800.png\" alt=\"Campaign Monitor's interactive walkthrough\" \/><\/picture><\/figure>\n<p style=\"text-align: center;\">Source: Campaignmonitor.com<\/p>\n<p>As we\u2019ve said many times before on the Userpilot blog, an interative walkthrough is not the same as a product tour. With an interactive walkthrough, users learn by doing &#8211; not by watching. This is much more effective.<\/p>\n<p>And of course, it\u2019s entirely possible to put the walkthrough onto your website for people to see before they sign up!<\/p>\n<p>But as <a href=\"https:\/\/summit.productdrive.io\/talks\/how-to-gamify-and-simplify-your-products-onboarding-flow-the-numbers-are-in\/\">Jeroen from Salesflare warns (9:30) <\/a>this can have counter intuitive results. They saw 15% fewer trials when they did this.<\/p>\n<figure class=\"image regular \"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflaredemo_20225e536b6fd7c4ee679e719e1ec8e1_800.JPG 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflaredemo_20225e536b6fd7c4ee679e719e1ec8e1_800.JPG 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" class=\"aligncenter\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2020\/07\/Salesflaredemo_20225e536b6fd7c4ee679e719e1ec8e1_800.JPG\" alt=\"Salesflare's interactive walkthrough screenshot\" \/><\/picture><figcaption><\/figcaption><\/figure>\n<p style=\"text-align: center;\">Source: <a href=\"https:\/\/salesflare.com\/\" target=\"_blank\" rel=\"noopener\">Salesflare<\/a><\/p>\n<p><a href=\"https:\/\/salesflare.com\/\" target=\"_blank\" rel=\"noopener\">Salesflare<\/a> suspect this is down to better qualifying out of \u201cCRM shoppers\u201d who just want to know what the service can do, but at the time of writing, they don\u2019t have data to back that up.<\/p>\n<h2 id=\"7u4bl\">Give a Great Experience<\/h2>\n<p>It\u2019s not always enough to provide the value quickly. To seal the day one retention deal, you need to go one step beyond and give users a great experience as well.<\/p>\n<p>This is <a href=\"https:\/\/userpilot.com\/blog\/improve-product-experience-retention\/\">something we\u2019ve covered plenty of times before<\/a>, but here are a few essential tips:<\/p>\n<ul>\n<li>Make new users feel valued by welcoming them and onboarding them in the way they want to be onboarded<\/li>\n<li>Don\u2019t be pushy &#8211; keep emails and other interruptions to a minimum at the start, until you\u2019ve built up some kind of relationship<\/li>\n<li>If you spot red flags (eg not logging in, task abandonment) take pre-emptive action to deal with it and address the problem<\/li>\n<li>Eliminate friction &#8211; make everything as easy for users to complete tasks as possible<\/li>\n<li>Make your Help Center and other user support resources prominent, responsive and easy to use.<\/li>\n<\/ul>\n<p>Luckily, Userpilot makes it easy to incorporate all these features into your SaaS UX. <a href=\"https:\/\/userpilot.com\/get-a-demo\">Check it out today<\/a> and see how you can create great onboarding experiences without writing a single line of code!<\/p>\n<h2 id=\"65j62\">Do all of these things and your day one retention will go through the roof!<\/h2>\n<p>Anything we missed? Add it in the comments below!<\/p>\n<div class=\"poptin-embedded\" data-id=\"f693dc8a84145\"><\/div>\n<p>Author: Alan Boyce<!-- End strchf script --><\/p>\n<p>Alan is an experienced content writer and a published novelist.<\/p>\n<p>Contributor: Aazar Ali Shad<\/p>\n<p>Aazar Ali Shad is the Head of Growth at Userpilot, and has more than 6 years of SaaS Experience. He is currently helping 600+ SaaS companies improve user onboarding and increase product adoption. His latest User Onboarding Best Practices article was awarded a distinction in the UX category by ProductManagementToday. Aazar is passionate about SaaS Sales, Marketing, Product Management, UX and Growth<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Get day one retention wrong and nothing you can do later on will fix your problems.  But get it right and you and your users are set for a long and fruitful relationship! In this blog, we\u2019ll show you how to make sure your day one retention efforts set up long-run customer success.<\/p>\n","protected":false},"author":19,"featured_media":4005,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[82],"tags":[250],"class_list":["post-3968","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-growth","tag-day-one-retention"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Day One Retention: Fill in the Blanks for Customer Success<\/title>\n<meta name=\"description\" content=\"Get day one retention right and you will be setting up long-run customer success. 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