Premise and what’s in it for Existing Users

Premise: Onboard all core, casual, power users of Hotjar

  • 21% of users from our user call are either churned or considering churning from Hotjar
  • Retention is decreasing due to the availability of free tools with similar offerings and lack of quality support for paid users
  • Hotjar has a freemium plan and users convert to paid plans when there is an increase in sessions or the need to use surveys. This channel can build stickiness for these users and prompt conversion at the right time
  • These aspects are indicators to consider onboarding all users
 

What’s in it for them:

  • Opportunity to interact with the larger CRO community
  • Get real-time support for their queries from the Hotjar team or the community at large
  • No-cost, low-effort access
 
This will be the channel where existing users ask for query resolutions, discuss troubleshooting issues, or talk about ways in which they have installed or used Hotjar to gain user behavior insights.

How to announce:

📌
Emails
Subject line: You asked, we delivered!
We're thrilled to introduce our community support forum, a real-time channel for you to get your queries resolved from Hotjar’s users, partners, and support teams. It is a simple Slack channel for you to post your queries and find resolutions.
The support forum is part of our larger vibrant community, Through the Looking Jar. A community for innovators, experience shapers, growth catalysts, and design mavens like you!
Joining the Hotjar Community opens up a world of opportunities:
  1. Connect and Network: Forge valuable connections with professionals who share your passion for innovation, experience, and design.
  1. Share Insights and Learn: Dive into a wealth of industry expertise, best practices, and resources shared by our amazing community members.
  1. Engage in Inspiring Discussions: Join thought-provoking conversations and gain fresh insights from top-notch experts in the field.
  1. Exclusive Events: Attend webinars, workshops, and networking events hosted by industry influencers, tailored to fuel your inspiration and growth.
Join the community in one single step. Visit [website URL] and click 'Join Now'. Best of all, it's completely free!
For any questions, reach out to our Head of Community, Jane Smith, at [email address].
Fuel your growth in innovation, experience, and design and get real-time support! Join the Hotjar Community now!
Warm regards,
Name
Designation
 
📌
Announcement on the What’s New Section
Hotjar has a dedicated Announcements section on the website. There will be a blog in this section:
 
📌
Announcement on the Support Page
Hotjar’s support and FAQ section will have a “Whats New” prompt and will link to the announcement blog and the link to join the community
 
📌
Emails by the sales team
Subject line: You asked, we delivered!
Hey Jaimin,
At Hotjar we believe in keeping our customer at the heart of everything we do.
I am excited to introduce our community support forum, a real-time channel for you to get your queries resolved from Hotjar’s users, partners, and support teams. It is a simple Slack channel for you to post your queries and find resolutions.
The support forum is part of our larger vibrant community, Through the Looking Jar. A community for innovators, experience shapers, growth catalysts, and design mavens like you!
Joining the Hotjar Community opens up a world of opportunities:
  1. Connect and Network: Forge valuable connections with professionals who share your passion for innovation, experience, and design.
  1. Share Insights and Learn: Dive into a wealth of industry expertise, best practices, and resources shared by our amazing community members.
  1. Engage in Inspiring Discussions: Join thought-provoking conversations and gain fresh insights from top-notch experts in the field.
  1. Exclusive Events: Attend webinars, workshops, and networking events hosted by industry influencers, tailored to fuel your inspiration and growth.
Joining the community is easy and can be done in less than 10 minutes. Visit [website URL] and click 'Join Now'.
Incase you have more questions, feel free to reach out to me or to our Head of Community, Jane Smith, at [email address].
See you on the other side!
Warm regards,
Name
Designation

Onboarding Steps:

  • Slack Bot welcome
  • Default Channels:
    • Support Forum
    • Introductions
    • Ask the Community
  • 2 simple tasks to begin with (to ensure activation) within the first 60 days:
    • Introduce yourself to the community
    • Join sub-channels of areas of interest
  • Automated message from community head on the 3rd day
    • ✉️
      Hey (Name),
      Welcome to the community! We are thrilled to have you here. I am Jane Smith, the Community Head. You will be seeing more of me in the coming few days! Additionally, I noticed that you have not introduced yourself yet! Introductions go a long way in getting to know your community peers. Please put in your introduction to the community in the following format
      Who you are
      Why did you join the community
      What can the community reach out to you for
      See you around!
      Jane
  • Automated message from channel owner on 15th Day:
    • ✉️
      Hey (Name),
      I wanted to say hello and introduce myself. I am Alex and I lead the community for product. We are thrilled to see you join the channel. I wanted to check-up on you to know how you are settling in and if there is anything that I can help you with.
      Hope to see you on the channel
      Alex
  • 60-day checkpoint with an automated bot to identify Onboarding task completion

How the Channel work:

notion image
👤
Hotjar Existing Users:
This channel will work as an extension of the FAQs and help section on the website. This will be a community forum where the users will solve issues for other users.
🤝
Hotjar Partners:
In addition, Hotjar will onboard its existing Partners to join the Forum to solve user queries on integrations, installations, and other issues. Hotjar’s partners which are digital marketing agencies or software development companies will get an opportunity to interact with other users and gain new customers
🙌
Hotjar’s Support team:
This will be monitored and run by the Hotjar support team, who will resolve all unresolved queries in 24 business hours.
 
Structure:
  • How it will work
    • Member posts a support query
    • The entire channel receives the request
    • Existing members can respond and resolve the query
  • Hotjar Team activities
    • Hotjar support team to respond to queries within 24 hours in case of non-resolution
    • Bookmarking of FAQs on the channel
    • Threads with ways to solve common problems bookmarked on the channel
  • Partner Activities:
    • Support users with their onboarding, installation, and anything other challenges they have
    • Consult with users: Respond and handhold queries from users to help them get the most out of Hotjar.
    • 💬
      Example: John: I am a start-up founder and I have recently installed Hotjar. What should my next steps be? Partner: Hey John, what was your purpose for installing Hotjar John: I wanted to test my new feature launch and how the users interact with it Partner: Great, there are a few things that you can do: 1. View the Heatmaps to identify areas where your users are clicking v/s not 2. View screen recordings to see how they behave on your site, real-time 3. Use Discover to summarize your screen-recording insight to make faster decisions If you need further support on any of these, please reach out and I can walk you through this over a call.
  • Incentivization for Users:
    • Since this is a community forum, Hotjar will encourage users to help users. This means that it will be common practice to have multiple user responses on query threads. Users who respond frequently or help solve complex problems will need to be incentivized to motivate them to continue doing so.
      The incentives can be as follows:
      🔰
      Badges:
      • Troubleshooter: Badge awarded to users who have responded to 100 queries in one month
      • Helpful: Badge awarded to users whose threads helped users solve their problems. This will be awarded by users to users.
      • Thankful: Badge awarded by users to users to thank them for their help
      • Hall of Fame: Awarded to users who get the below:
        • Troubleshooter badge for 1 year
        • 50 Helpful and 50 Thankful Badges
 
 
 
 
badge