Does asking for "Bank Country" and "Processing Currency" scare people off?

The drop-offs were on mobile, not desktop. Sorry if that wording was confusing! So your expectations about the looky-loos are accurate--people on their phones seem to just browse and not continue the process.

For the bank country, you could get one of your front end devs to sniff out the IP address and prepopulate the country field. One less thing to fill out.

Better yet even something like "It looks like you're in <country>, is your bank in <country> too?" then a y/n. The negative having an attractive dropdown to correct.

A lot of great suggestions here to make the process more seamless. Thank you!

Could you avoid asking these banking questions until they've had a sale? And just keep whatever funds in ESCROW? Might be opening a can of worms by doing that, probably a question for your legal team.

I like the creativeness of that idea. However, payment processors, merchant accounts, and the complexities/legality of trying to do something like this where you act as an escrow ourself would probably be a nightmare with current payment standards. 😬

Oh hey, Graham!

At the risk of suggesting something you may have thought of... did you try moving those questions to the next page, see if the drop off moves with them?

That's ideally what I want to do, but wanted to post on IH first to get feedback before burdening our two developers. We've been working on some big updates recently and I've been trying not to interrupt unless I absolutely have to.

Do they have to commit at that point? They might not have decided in what currency they want to bill yet, or might want to bill in multiple currencies...

They don't have to commit at that point and we can bill in multiple currencies at the same time. Maybe the easiest solution is just adding some copy to that page explaining that and seeing what happens, and later, moving the questions completely.

Thanks!

Thanks for the questions, Ace. It took me a little bit of time to dig in via Google Analytics, but I should have most of the answers.

Country and device of dropoffs

Drop-offs: 82% desktop, 16% mobile, 2% tablet.

If I compare that to non-drop-offs, the mobile and tablet users go away. IE, It looks like this is proportionally a bigger problem on mobile, for sure.

Where the dropoffs are coming from, search, email list, etc, etc?

Compared to non-drop-offs, it's proportionally the same. I don't think this is a cause.

What page they are on when they then register, ie home page or pricing page?

Mostly the home page.

If there is any lead scoring occurring to see if it is the low scorers whom are dropping off.

We don't have any lead scoring right now.

Bank country and processing country. The ask does appear to be too soon

Yah, I think it's probably coming back to this. We put it there due to our relationship with our payment processor, and our team agrees that it's an unfortunate move. Answers to those questions slightly change how you flow through the rest of our onboarding process. Ex. If you select certain countries, you won't see some of our payment processors that don't support that country.

Could be the two-step process

Yea. We could risk decreasing conversions at the previous step by making it all one process to test.

Could be tyre kickers who upon realising it is two steps can’t be bothered

Always a possibility, definitely.

What was the baseline benchmark when the first version of the registration process was rolled out, in terms of questions asked, number of processes?

We actually used to have a longer onboarding process. First you would submit your name and email, and at the next stage create a password, etc. This part has remained the same for as long as we've had analytics.

Even product and website could be too soon. They could be considered the foundational things a customer has to do, so I would look into having that as part of the contextual on-boarding on the platform itself.

That's an interesting point. Maybe we start with the "tracked items" and pricing plan bits before asking them that information. Good idea.

Thank you for all of this feedback and questions, @AceK. It's really pushed my thinking in a lot of ways for what the issue could be. I think overall, our onboarding needs to change. The process might not make complete sense, and we should experiment moving those questions back when our devs aren't as busy.

Cheers!

Wes