Introducing a new platform or changing an existing product can be risky when a company is unsure about the potential for user adoption. A contact center can be on the front lines of determining user adoption rates through customer support knowledge, helping to determine the user adoption strategy a company should take. These rates help show the rates of adopting new features or products before risking customer loss, which is why it’s an important metric to measure.
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User adoption is also known as onboarding, the process of acclimating customers or new users to a product or service before they decide to keep using it. Onboarding is primarily applied to gauge whether customers like a new iteration or version of a product they’re using or a new product or service being offered. Customer, or user, adoption is used more heavily in technology companies as a guide in company growth and often includes:
In order to determine the adoption rates, there are several metrics that can be tracked:
User adoption strategy depends on the industry, new features, products, and services you’re introducing. There is a wide array of strategies to apply to determine how customers are reacting and if they’re adopting, but to measure the success of the strategy you have a few options in determining if those strategies are working:
User adoption can mean a lot of things depending on the business or product. Essentially, what is success in your case?
Brainstorm, research, and ask users what needs to change about the service to drive adoption of it. This is another point where contact center agents can be helpful, helping to determine what needs to change to meet the goal previously determined.
How to rate the adoption strategy is as important as the method to achieve it. There are several key performance indicators that can be helpful in discovering if the strategy is working with customers or not, such as those listed earlier.
Deciding what metrics to track and the method to track them helps to understand how the implementation is going with customers, or if they're having any issues that could influence the adoption.
The user adoption process can be a lot of setup and problem solving, but it’s a necessary rate to keep an eye on to grow the business and continue to satisfy customers. If adoption rates are high, that means customers find both value and ease in using the new product, feature, or service. If the rates are low, it could mean it’s too difficult to use and customers could prefer the older version.
Beyond discovering what your customers prefer and how best to satisfy their needs with a new product, feature, or service, higher adoption rates also give greater profit and growth through: