Product Tours for Upselling & Cross-selling
Surface upgrade opportunities and complementary features at the moments when users are most receptive. Drive expansion revenue by showing users the value of premium capabilities in context rather than through generic marketing emails.
The Challenge
Expansion revenue is critical for SaaS growth, but most upselling efforts rely on periodic emails or sales outreach that feel pushy and disconnected from the user's actual experience. Users ignore generic upgrade prompts because they don't understand the value.
The Transformation
Before
Upgrade prompts are sent via monthly email campaigns that most users ignore. Sales teams manually reach out to accounts that might be ready to upgrade, but timing is often off and the pitch feels generic.
After
Users see the value of premium features at the exact moment they would benefit from them. Upgrade decisions feel natural because users understand precisely what they are getting and why it matters for their specific use case.
How to Implement Product Tours for Upselling & Cross-selling
Identify high-intent moments
Map the moments when users naturally encounter the boundaries of their current plan, like hitting usage limits or looking for features on a higher tier.
Show upgrade value contextually
When users reach a plan boundary, demonstrate what the premium feature does and how it would help them in their current workflow.
Introduce complementary features non-intrusively
Use smart tips and tooltips to surface related features the user isn't using yet, especially ones that would enhance their current workflow.
Segment by expansion potential
Target upsell messages to users who show strong engagement and are most likely to benefit from and pay for premium features.
Measure conversion impact
Track which contextual prompts lead to actual upgrades and optimize your messaging and timing based on what works.
Key Metrics to Measure
Expansion revenue per account
Upsell conversion rate
Average revenue per user (ARPU)
Net revenue retention rate
Frequently Asked Questions
How do I avoid annoying users with upsell prompts?
Only show upsell messages when the user is genuinely encountering a limitation of their current plan. Limit the frequency of upgrade prompts and ensure each message clearly communicates value rather than just pushing a sale.
Can I target different upsell messages to different segments?
Yes. You can create segment-specific upsell flows based on usage patterns, plan tier, role, company size, and other attributes. This ensures each user sees the upgrade pitch most relevant to their needs.
How do I cross-sell features within the same plan?
Use contextual tips and recommendations to highlight features the user has access to but hasn't discovered yet. Sometimes the best expansion strategy is driving deeper adoption of existing capabilities.
Other Features for Upselling & Cross-selling
Announcements
Announcements for Upselling & Cross-selling
Checklists
Checklists for Upselling & Cross-selling
Feedback Widgets
Feedback Widgets for Upselling & Cross-selling
Smart Tips
Smart Tips for Upselling & Cross-selling
Tool Tips
Tool Tips for Upselling & Cross-selling
Roadmaps
Roadmaps for Upselling & Cross-selling
NPS Widgets
NPS Widgets for Upselling & Cross-selling
Micro Surveys
Micro Surveys for Upselling & Cross-selling
Changelogs
Changelogs for Upselling & Cross-selling
Product Tours for Other Use Cases
Employee Training
Product Tours for Employee Training
Trial-to-Paid Conversion
Product Tours for Trial-to-Paid Conversion
Feature Adoption
Product Tours for Feature Adoption
Customer Onboarding
Product Tours for Customer Onboarding
Self-Service Support
Product Tours for Self-Service Support
Change Management
Product Tours for Change Management
Compliance Training
Product Tours for Compliance Training
User Activation
Product Tours for User Activation