Learn how Zobaze increased their conversion rates by 27%
What is Zobaze?
Zobaze is on a mission to transform the way small and medium-sized businesses operate. Specializing in developing business utility apps, Zobaze offers innovative solutions for businesses that still rely on traditional or manual methods.
Zobaze simplifies tasks like writing bills, tracking stock, managing expenses, and monitoring staff attendance. The app consolidates essential functions such as sales, inventory, invoice reports, staff schedules, payroll, and store expenses into one platform. It also provides clear insights into profit margins, sales data, and income versus expenses, equipping businesses with the knowledge they need to succeed. Additionally, the app makes it easy for businesses to set up an online shop.
Serving retail stores and wholesale businesses through the Zobaze POS app, and restaurants and cafes with Restokeep, Zobaze aims to streamline daily operations for business owners. With over 2 million installs, Zobaze is committed to delivering user-focused tools that automate data collection and provide valuable insights, helping business owners make quicker, better decisions and focus on growth.
Their vision is to become the #1 utility app for businesses needs.
As the CEO of Zobaze, Karthik Sutrave has over a decade of experience in the app development industry, and has consistently delivered and scaled multiple successful apps. His expertise centers on creating user-centric solutions, optimizing performance for growth, and leading teams to develop cutting-edge products that drive business success. He is passionately committed to the Zobaze mission of empowering MSMEs by providing business owners with innovative, user-friendly tools that streamline operations and drive success.
Challenge
As a global B2B SaaS platform, Zobaze’s top priority is customer satisfaction. While technology has expanded their reach, it has also introduced challenges in understanding user behaviors across diverse regions. Despite having the tools in place, they had been noticing funnel leaks in their onboarding flow which caused missed conversion opportunities. They struggled to gain insight into how different customers in different countries across different devices were actually using the app’s platform and whether introducing language specific UI in the onboarding flow would help drive up conversion numbers and decrease funnel leaks. The team specifically wanted to increase their onboarding flow completion rates as a key metrics of customer engagement and conversion.
Back button was the most tapped element in their onboarding flow
Using Clarity
Prior to integrating Clarity, the Zobaze team relied on traditional analytics platforms, which provided limited insights into user behavior. While these tools offered valuable data, they lacked the visual clarity and depth needed to pinpoint specific user interactions and pain points effectively.
“Microsoft Clarity session recordings helped us identify leaks in our onboarding flow, through powerful filters and user segmentation, we were able to understand region-specific user behaviors, and pinpoint key touch points that revealed our users’ pain points”.
The most significant insight Clarity SDK provided was uncovering that the Zobaze app UI and appearance varied across different devices mobile/tablets and application versions across Android, leading to crashes and the invisibility of crucial CTAs in certain groups of users. In addition to the UI bugs that the team uncovered by watching Clarity’s session recordings, the team has also discovered an important insight. Through Clarity’s heatmaps, the team discovered that the most clicked element on one of the steps in their onboarding flow was the back button. This suggested that customers did not really know how to progress through the onboarding flow in a certain step where they were presented with options.
“Both of these discoveries were a real eye-opener to us. By prioritizing and tackling this issue, we were able to introduce important hot fixes to our app and make substantial improvements”.
Seeing recordings from different devices – Tablets.
Actions Taken
Clarity’s session recording feature proved incredibly valuable by enabling the Zobaze team to observe real-time user interactions and pinpoint areas where users experienced confusion or frustration. Tap heatmaps provided crucial insights into the most and least-clicked areas of the app, effectively guiding their optimization efforts.
From the insights gathered from Clarity’s session recordings and tap heatmaps, they were able to introduce language specific UI, and made improvements to their in-app communication guide to help their users along the desired paths within their flows to decrease funnel leaks.
Results
After implementing optimizations based on Clarity insights & views from their session recordings and heatmaps, they saw an improvement in their onboarding flow. By applying what they learned from Clarity, they were able to significantly enhance customer satisfaction on a larger scale and increase completion rate of their onboarding flow by 27%.
Learnings
Their primary ICP consisted of retailers and older adults with limited tech exposure. They designed a product that was easy to use for those with minimal technological understanding, but they lacked validation for their hypotheses, especially on a global scale. Clarity’s ability to deliver granular, real-time insights and the ability to segment users demographically allowed them to dig deeper on how users in different countries, on different devices, were using their app. It provided them with invaluable understanding of and behavior patterns , enabling them to make data-driven decisions and deliver outstanding results for their clients.
Integrating Microsoft Clarity SDK into our platform has been transformative. It provided us with real-time, granular insights into user behavior across different regions, helping us identify and resolve key UI and language issues. Clarity’s session recordings and heatmaps allowed us to see our product through the eyes of our users, guiding crucial optimizations and validating our hypotheses. This tool has been invaluable in refining our approach, ultimately leading to better user experiences and greater success for our business.
