Under the supervision of YesElf: How the service of Mention guides its newcomers

5.9.2018, 5 minutes read

What is Mention?

The goal of this tool is to monitor the media and social networks. Whenever a keyword which you find interesting pops up, Mention notifies you in real time, adding a link to the source. Thanks to that, you have exact overview on where, when and in what connection your brand is being mentioned online.


Purpose and the greatest benefit of the Mention service in one sentence. Thumbs up!

Onboarding starts already at the website

Before getting into the user environment of the Mention tool, the users visit the website where they can register, but more importantly, learn more about the service.

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One of the main principles of correct user onboarding is to provide value to the users before expecting something in return. The website of Mention is a great example of how it should look like. Right from the start, you learn what it is designed for, how it can help you and how it works.

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The onboarding process at the Mention website helps the users to get familiar with the greatest benefits of the monitoring tool and shows them interactively, where the features are in the app and what they can do with them.

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In the next part of the website, the visitors and potential customers learn on the activities of the Mention tool to make their work and life easier. The examples are presented in form of interactive animation which reflects the use of the app in real life situations.

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Gathering feedback and its use in onboarding is one of the best things you can do when guiding your new users through your app.

Using testimonials provides a positive and “social proof” effect, which may result in higher conversion rate. In the case of the Mention tool, this means registration and testing of the service. This is being promoted by the button placed directly below the references.

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Simply put: “This is who uses the Mention service. You can try it for free, too.”

Registration guide

After getting familiar with using and benefits of the Mention service, we have worked our way to the registration and application for a trial version.

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One of the interesting facts about the application for a trial version of the Mention service is that after filling in the registration form, you do not get into the app directly. Instead, you receive an e-mail with the request to schedule a meeting with a person who will help you setting up your demo account.

As instant provision of value is a basic pillar of onboarding and registration process, we consider this step a huge flaw of the app.

Onboarding in the app environment

After logging in into the web version of the app, onboarding guides you through the setting up of the monitoring of your brand or other keyword which you would like to monitor.

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In the first step of setting up the service, you select one of three categories, based on what you would like the tool to monitor. In the lower part of onboarding, we have noticed a window resembling advertisement popping up.

This pop-up is a great example of bad timing – one of the biggest mistakes you make when creating onboarding. It should have been left for later, as it is confusing for the users (who are just starting with the onboarding).

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After completing the monitoring setting guide, we had got into the app environment. However, the new user onboarding has not ended. It has kept going.

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Onboarding in the Mention tool environment is helpful, but overfilled with many contract elements on one screen.

If the users are in the user environment for the first time and there are several notifications “shouting” at them, it may be very confusing for them.

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Onboarding using e-mail messages

Mention uses e-mail messages as additional onboarding channel. They are being sent at various stages of the user cycle - from weekly e-mails informing on the activity of the monitored keyword for the previous period to those trying to lure inactive users back to the app.

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Summary of onboarding of the Mention service

       +   interactive onboarding educates users interested in the service directly at the website

       +   factual, clear and striking texts

       +   using empty states for user education

       +   communicating value immediately with the request for initial user data

       -   sometimes too many notifications and contrasting elements on one screen

       -   at some onboarding steps, there is information which is not relevant at the moment

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