Learnings from getting trial to paid conversion % up to 13%

We https://www.kaapi.team have focused 99% of our energies on one simple SaaS metric —> Free trial to paid conversion %

Currently at a healthy 13% (out of 135 odd signups). A 🧵on what worked. Be obsessed about taking talking to your earliest customers. Don't wait until churn happens. I have dedicated threads on Whatsapp / Email with every user who signs up.

Personally email those don't activate your SaaS. They signed up / installed the app; so there must be something that they liked. What was it, and what failed post signup?

Say no to bad fit users. By now we have realised that Kaapi isn't a good fit for HRs. It works beautifully for senior managers and their direct reports. Set these expectations up front.

Goes without saying, give good support. That doesn't mean you say yes to every feature request. But bugs should definitely be fixed right away.

Set up alerts to notify you of any issues. We built our own via Slack notifications, but now also Sentry alarms. Email affected users personally as soon as you fix the bug.

Btw, don't be afraid to raise pricing. We launched at $20 per month but realised that a lot of early champions were buying annual subscription. Bumped the price now to $28. Conversion % decreased but more serious users coming in now.

Upsell at the right time. I set up reminders to upsell high delight features like Icebreakers to a new manager 10 days before the trial expires. Worked really well! https://www.kaapi.team/fun-icebreaker-questions

And most importantly, be human. Don't try to act bigger than you are. I think we get more support back from the community because they know we are 100% independent and just a time of two founders. Be human.

In the early days, don't optimise your ToFu (top of funnel). Fix your mo****fu**ing MoFu (middle) 😃After two months of doing this, I am gonna go in full sales mode now (ToFu). The numbers will surely decrease at scale, but🤞shouldn't be a drastic drop.