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April 15, 2022

If you’re like most business owners, you want to find the best onboarding SaaS to help your customers. After all, a good onboarding process can make all the difference in how successful your company is. That’s why we’ve put together a list of our top picks for the best onboarding SaaS out there. We’ll go over what each one has to offer and help you decide which one is right for your business needs.

What Are the Best Onboarding SaaS Solutions?

The customer journey is the process through which customers become comfortable with a product and see its value.

Providing a good customer experience is important, as it will help customers feel reassured that they made the right purchase. You can do this by making sure they have a positive experience with your product or service.

Your customers chose you over your competitors because they believed you were the best fit for solving their problems.

Customer onboarding is the process where new customers are brought up to speed with your product or service. Your customers must start realizing the value in what you’re offering them as soon as possible.

What Does a Typical Customer Onboarding Process Look Like?

Customer onboarding for SaaS businesses can be divided into different phases.

1. The Handoff Process

Also called pre-onboarding or pre-kickoff, the handoff process is when the sales team hands over a customer account to the onboarding team for the next phase.

The sales department should introduce the customer success or customer onboarding team to the customer’s team. This will ensure a smooth and seamless transition and will help provide a better customer experience.

2. Kickoff Meeting

The kick-off meeting with a client is where you establish the project’s goals and set expectations for both parties.

Customer success, onboarding, and delivery teams are present from the vendor’s end.

From the customer’s end, the team that will be working on the implementation will be involved.

3. Solutioning

This is where the onboarding team gets into the nitty-gritty of your product or service and preps the client for the implementation.

This is where your vendor and your internal teams meet.

4. Account Setup, Configuration, Testing

This is where you walk them through setting up and configuring your product.

Once you’ve created an account, set up user roles and logins, and defined their permissions, you’ll be able to use the system with all its functionality.

This is where you and the client’s teams test out your product to make sure it suits their needs.

5. Customer Education

Training is an important part of a customer’s product adoption process, especially for complex products that may require the help of the vendor. This is often the case for enterprise software.

The product you’re selling is often going to be used by more than just the individuals directly involved in the project.

6. Implementation and Integration

In this final onboarding stage, we roll out your portal and make any last-minute changes or adjustments to the implementation based on customer feedback.

7. Go Live

This is the stage where your customer begins to use your product or service. Your product is now being used with real-time, real data for day-to-day business needs.

The users and the vendor’s team are involved in this phase.

7 Types of User Onboarding

Onboarding is a process that is constantly being improved upon, and there are many different methods to implement this process.

As time goes on, different software as a service (SaaS) companies can change their onboarding process by testing out different methods to see which one works best for them.

Remember, no matter what method of contact you choose, you must always provide users with the option to skip your educational content and proceed to use your product.

Onboarding is a delicate process. If done incorrectly, it can cause annoyance and anger.

Here are some common types of onboarding.

1. Product Tours

Many companies use this tactic to familiarize users with their products. It’s usually used to help new users learn the ropes.

After registering for the application, the customer can view short instructions on how to use various features. This helps the customer learn about all of the features available and how to use them effectively.

  • Quickly communicate all important information to the user
  • Simple and understandable method
  • Does not require high development costs
  • Too much information can make a customer quickly forget a significant part of this education
  • Too obvious sometimes

2. Segmented Onboarding

This personalized approach helps onboard new customers based on their needs.

If you have a SaaS product with a broad range of features and different use cases, segmentation is a great choice for you. It allows you to make the interface truly convenient for each buyer persona and requires thorough customer research. However, it takes more time and effort to implement.

3. Welcome Email

A welcome email is a traditional way to introduce customers to your product and inform them of the benefits they’ll receive.

This type of onboarding can educate, motivate, and guide users on how to use an app.

Email marketing is an effective way to lead customers through their SaaS user journey. By providing helpful and timely information, you can keep them engaged and informed about your product.

  • Users check their mailbox often
  • You don’t have to overload the product interface with pop-ups.
  • It can be difficult to read instructions from a letter than on the screen of the app
  • There is a risk that the email will go to spam

4. Video Tutorials

Instead of showing a traditional welcome screen, you can show a short video thanking the user for signing up and explaining the basics of the service.

  • Video is more fun than traditional text formats
  • Relay information faster
  • Videos are memorable
  • Requires serious preparation
  • Can backfire if the internet connection is poor

5. Tooltips

Tooltips are great for onboarding because they help users understand what they need to do in an application to get a certain result.

You direct customers’ attention to certain buttons and icons, and they see pop-up boxes with brief descriptions of their functions. That is, they get the hint right when they need them.

  • They appear at the right time
  • Easy to implement into the interface
  • Can be annoying if the information is too obvious

6. Demos

The demo version of the product is an excellent way for new users to become acquainted with the software interface and see an example of how the app can be used. This onboarding process is effective because it allows you to quickly demonstrate all the advantages of your SaaS in one place.

By providing a demo, you can ensure that potential customers have a positive experience with your product from the start, which can lead to increased conversion rates.

  • Fits perfectly into the interface
  • Quickly shows the benefit of using your app
  • Suitable for those who prefer visual learning
  • Complex products are impossible to demo so you have to pick only the features you want to prioritize and highlight

7. Gamification

Games are fun, so why not use them in your onboarding process?

The idea behind this method involves rewarding visitors for completing specific tasks. This teaches them how to gain value out of your product or service.

  • High level of motivation and user engagement
  • Encourages the user to stay longer
  • Requires serious preparation
  • Implementation requires a big budget

Top-5 SaaS Onboarding Best Practices

Here are our top five strategies for optimizing your SaaS onboarding experience.

1. Onboard Customers With Live Chat

Onboarding with live chat gets a customer satisfaction rating of 4.1 stars.

From the very beginning of their onboarding journey, customers need constant guidance. While a human agent can’t assist them 24/7, live chat functionality can provide them with the help they need.

Live Chat service allows brands to communicate with their customers via video chat, audio chat, and screen sharing.

You can also launch a face-to-face video conference with your customers or clients by starting a chat session and clicking one button.

You can set up segments and send messages based on visitors’ locations, devices, and behaviors.. This allows you to create a more personalized experience for each customer.

2. Educate and Inform

86% of consumers say they’d remain loyal if a company invested in educating them after buying.

This point is pretty obvious. Your customer has just installed your mobile app.

They’ll love the new app features but they’ll have a hard time figuring out how to use them. Without any help or guidance, they’ll be quick to uninstall it out of annoyance.

8 in 10 people delete apps they don’t know how to operate.

Users will not take the time to understand your product or service. It is up to you to build a comprehensive and easily accessible knowledge base and provide guidance along the way.

91% of people have used video to learn how to use a product.

3. Know Your Customer for a More Personal Onboarding Experience

59% of consumers prefer personalized, one-on-one service over fast, automated responses.

If you want to be a successful SaaS company, you must take the time to understand your customer base. This means learning about their personalities, pain points, and requirements. Without this research, you’ll be targeting them blindly – which is a big mistake.

4. Offer the ‘First Moment of Value’

Customers who are highly engaged with your brand are 90% more likely to purchase from you, spend 60% more per transaction, and are worth 3 times as much as other clients.

We understand it can be difficult to show your customers value when they’re just starting their customer journey with your business.

However, take inspiration from the brand Box. They offer a 14-day free trial for customers to help them get familiar with the product. This allows your customers to explore the features and benefits of your product at their own pace, without any pressure to buy.

But here’s a delightful plot twist: every time a new user completes the predefined checklist, their trial period is extended.

The company’s rewards program encourages users to familiarize themselves with the product until they’re comfortable using it.

5. Listen To Feedback

You don’t have to wait until the end of a user’s experience to ask them for feedback on it. For example, you can gather useful data on how they heard about you by asking them a simple ‘How did you find out about us?’ question while they wait for their confirmation email.

This makes customers feel appreciated, valued, and more likely to participate in surveys in the future.

Onboarding customers the right way isn’t just about having a CTA button on your homepage.

Customer needs should be the primary focus of your onboarding process.

If you want to keep more customers, you need an effective customer onboarding program.

A whopping 90% of consumers feel companies could improve their customer onboarding. 63% of buyers also consider a company’s onboarding process when making a purchase. This data shows that if you want to keep users engaged, you need to focus on your user onboarding.

Conclusion

There are thousands of ways to create a great user onboarding experience for your customers. However, it all depends on your specific business, your target audience, and your product.

What works for some might not work for you.

Hence, you must engage in AB testing and experiment with the best onboarding SaaS practices mentioned above to get the best strategy combinations possible. This will help optimize outcomes while ensuring that your onboarding process stays customer-centric.

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