Best customer onboarding software in 2023

Best customer onboarding software in 2023

TL: DR

Here are the 5 best customer onboarding tools for different use cases in 2023:

  • Intercom - Best SaaS user onboarding tool
  • AppCues - Best personalized onboarding experience
  • Userpilot - Fastest onboarding platform
  • Customer.io - Best for rule-based visual workflows
  • Active Campaign - Best for advanced email automation

Customer success is the lifeblood of any successful business. And one key to customer success is effective user onboarding. That's why investing in reliable SaaS onboarding software is so important.

In this article, we'll take a look at the five best SaaS onboarding solutions available in 2023 and how they can help you get started with onboarding new users.

Intercom - Best SaaS user onboarding tool

Intercom is an all-in-one customer messaging platform designed to increase user engagement. It's easy to set up, intuitive to use and provides you with robust analytics.

When you add in AI capabilities to make sure customers quickly get the answers they need, automated user onboarding processes to ensure they're guided through their first steps with your product, and a powerful engagement suite that keeps users coming back again and again, it's no surprise that Intercom is considered one of the best SaaS user onboarding tools available today.

Intecom <> Fullview

What really sets Intercom apart from the competition is its integration with Fullview, providing the ultimate onboarding experience. With Fullview Replays, a customer success manager can quickly review a new signup's onboarding sessions to see if they are having any issues (Fullview automatically detects signs of frustration like rage clicks, for example). And if they notice a user struggling with onboarding, they can escalate to a cobrowsing call with Fullview Live and take them through the onboarding process step-by-step. 

This can really increase adoption rates and decrease customer churn. Remember, only 1 out of 26 people will complain when they're having issues with your platform. The rest will just churn. So it is crucial for customer success managers to constantly monitor user session replays to find users who are struggling to get to their 'aha' moment during onboarding and take proactive steps to fix those issues and roadblocks. 

Pricing & Reviews

Intercom offers different pricing depending on the size of your team and the number of contacts you have. For smaller businesses, expect to pay $74 per agent.

On G2, Intercom has an overall rating of 4.4 out of 5 stars. Customers report that they appreciate its speed and user-friendliness, as well as its powerful integrations and analytics. As one user states, “Intercom looks like a simple inbox just like our personal chat messengers. Easy to understand and easy to operate. The handy details section at the right saves a lot of time ... and other necessary information is there as well.”

AppCues - Best personalized onboarding experience

AppCues is the best-personalized onboarding experience available to help new users get off to a great start. With its no-code functionality, AppCues empowers your organization to create tailored tours that meet each user's exact requirements.

They also allow you to target and segment customers according to lifestyle stage, persona, account owner, among other categories. That way, you can make sure you are providing the best personalized onboarding experience possible for each user.

You can even measure the success of each new user with AppCues' built-in analytics capabilities. With AppCues in your corner, your team will have everything they need to ensure a smooth and successful onboarding process for all users!

Pricing & Reviews

The pricing of AppCues depends on how big of a team you have and how many monthly users typically visit your website or app. The lowest-priced package starts at $249 per month and includes 2,500 monthly active users.

The rating for AppCues is 4.7 out of 5 stars on G2, with customers praising the user-friendly design and powerful analytics. With AppCues, companies are able to quickly customize their onboarding experience and tailor it to each individual user's needs.

One review stated: 

“Since implementing their solution, we've improved our success rate for onboarding newly registered users by 15%. User engagement has also improved as a result.”

Userpilot - Fastest onboarding platform

Userpilot is an onboarding platform designed to make new user onboarding a straightforward and enjoyable experience. It not only allows you to create in-app experiences without needing to write any code, but also gives you the ability to nudge users to desired outcomes or next steps based on their behavior. In addition to all that, you can track the success of new users. This makes it easy to reach out when problems arise, helping to decrease support tickets.

Plus, with its A/B testing capabilities, you can make sure that your onboarding workflows are constantly being tested and optimized for the user personas you base them on. Userpilot provides the perfect way for businesses of all sizes to offer their users an efficient and exciting onboarding experience.

Pricing & Reviews

The lowest-priced package for Userpilot is $249 per month, which includes up to 2,500 monthly users. With plans for up to 10,000 monthly active users, Userpilot is one of the most cost-effective SaaS user onboarding tools available today as other platforms — like Intercom —charge around $74 per agent.

Userpilot has a rating of 4.6 out of 5 stars on G2, with customers praising its ease of use and speed. They seem to be especially impressed with Userpilot's ability to quickly set up and deploy onboarding flows. As one user stated: “It's a cost-effective solution that is slick and allows us to create seamless in-app engagements with our users.”

Customer.io - Best for rule-based visual workflows

Customer.io is an intuitive software platform designed to help customer success teams automate and streamline their onboarding process. It's a powerful tool that provides an array of features, including rule-based visual workflows, a comprehensive suite of segmentation tools, and customizable messages to ensure new users experience the most delightful onboarding journey. This combination of features makes Customer.io the top choice for customer success teams looking to get the most out of their onboarding process

Pricing & Reviews

The basic package for startups and small teams is $150 per month, which includes up to 8,000 profiles, a visual workflow builder, segmentation, email support, and a customer community.

Customer.io has a rating of 4.2 out of 5 stars on G2, with customers praising its ease of use, speed and automation capabilities. One review noted “The platform is straightforward and easy to use. Creating flows and adding filters and conditional paths is intuitive.”

Active Campaign - Best advanced email automation

Active Campaign is the premier solution for advanced email automation for onboarding. It allows users to create timely welcome series with automated emails and track customer engagement through tags, custom fields, analytics, and performance reporting in a fast, efficient manner.

This powerful technology can be used to gather contact data from almost any online or offline channel — including social media, live chat, landing pages, and text messaging —  in order to send automated communications. Active Campaign gives users the convenience of creating entire workflows within minutes with its intuitive user interface.

Pricing & Reviews

This is the most affordable onboarding platform, with the basic package costing $29 per month. However, it does not include all of the features that the other platforms on this list have, including visual workflow builders or advanced analytics. 

Active Campaign has a rating of 4.6 out of 5 stars on G2, with customers praising the product's powerful automation capabilities and extensive set of features. They are especially impressed with the user-friendly interface that makes tracking customer engagement simple and straightforward.

As one user states, “Active Campaign provides excellent tools for managing and automating email communication within a business. They provide a robust suite of development APIs and documentation with guides, tutorials, or starter recipes.”

Conclusion

The best SaaS companies in the world all have net revenue retention rates well above 130%, which means they would continue to grow even if they added no new users. A huge part of the reason why is their focus on creating the best possible onboarding experiences. That's why choosing the right SaaS onboarding software for your business needs is essential to ensure that you are providing a seamless experience for your user. But with so many options, it can be hard to determine which one is right for you.

We've outlined some of the best SaaS user onboarding tools available today, each with its own unique set of features and pricing plans.

We hope the list above makes it just a little bit easier for you to find the perfect match. Let's say that your team needs to create a personalized onboarding experience — AppCues is your best bet! Need to choose the fastest way to onboard a new customer? Userpilot may be the right choice for you. Need a 360-degree view of user behavior during onboarding? Then you couldn't do better than Intercom with its Fullview integration!

Author

Shifa Rahaman

Content Marketing Manager

Contributor