Getting new software up and running within your business can be a make or break moment. That’s where good SaaS onboarding steps in. It’s not just about teaching your team and new users how to click here and there. It’s about making them comfortable and proficient with the tools they’ll use every day. The right start can really boost the software’s value to your company.
Data shows that 97% of companies consider a good user onboarding process necessary for effective product growth. Throughout this article we will be discussing some of the best tools out there for getting your team acquainted with new software as quickly and efficiently as possible.
What is SaaS onboarding?
First, it’s important to understand what SaaS onboarding is. Simply put, SaaS onboarding is the process that kicks off once a user signs up for new software, ensuring they understand how to use it effectively right from the start.
Think of SaaS onboarding as orientation day when you start a new job. Just as those orientations are designed to make you feel at ease and ready to dive in, SaaS onboarding is about getting users comfortable and confident with new technology.
For users, a good onboarding experience makes the difference between software that feels like help and software that feels like a hurdle. When users understand how to navigate and utilize new applications, they’re more likely to integrate them into their daily routines and less likely to abandon them. The key to great SaaS onboarding is having solid steps in place.
SaaS onboarding process
A well-designed SaaS onboarding process is like a personalized roadmap that guides new users through the initial setup to full proficiency. If you give users confusing tools and no help along the way, they will likely give up on trying to use the software. Here’s a closer look at each stage in the process.
Welcome email or message
The welcome email or message is the user’s first official introduction to the software. A warm, engaging welcome email sets a positive tone for the remainder of the SaaS onboarding process. It should also include the first steps they need to take.
This is a chance to reassure new users that they’ve made the right choice. The first message should include quick links to resources such as FAQs or user forums as well as direct contact info for support if they get stuck.
Account setup
Once they’ve received a welcome message, the next step is account setup. This step involves personal data entry, preferences and other essential configurations that personalize the user experience. Clear, step-by-step guidance helps prevent users from feeling overwhelmed and ensures that the setup process is as smooth as possible.
Guided tour
Once their account is setup, giving users a guided tour can show them the key features of the software. You can do so with automated video tutorials and interactive walkthroughs users can follow at their own pace.
Another option is to use tools such as Fullview’s cobrowsing, which offers a real-time solution where you can walk users through the software on a call with them — without asking them to leave your product. You can take control of their screen and show them all the features of your app and how they work. You can also help them with any tricky setup by doing it for them — almost as if you were in the same room!
Personalized support
Customized support is invaluable, especially for more complex SaaS products. You can offer live chat support, one-on-one calls, webinars or cobrowsing sessions to help address specific user needs and provide solutions to the unique challenges users can face. It’s important that users feel like your support team actually cares about their concerns.
Progress tracking
Another step to consider is using a visible progress bar or checkpoints within the onboarding process. This shows users how far they’ve come through the process and how much more is left. Progress tracking features can make users feel motivated to complete the onboarding process so they can start fully using the software.
Feedback collection
Include feedback tools such as surveys at the end of SaaS onboarding to gain insights about the user experience. You can also set up prompts for ratings as well. Gathering continuous feedback will help you refine your SaaS onboarding process.
Continuous improvement
The onboarding process should never stop. Ongoing analysis of user feedback and behavior will show you what’s working and what’s not. Making improvements based on real user data ensures the onboarding process is up to date and your product is alway usable.
Fullview - Best onboarding SaaS tool
-p-1080%20(1).webp)
If you’re looking for a top tier onboarding SaaS tool, Fullview stands out as a leader. It transforms the user experience by enabling customer success managers and onboarding teams to engage with new users directly within the application.
With Fullview’s intuitive features such as in-app screen sharing and cobrowsing, support teams can instantly connect with users to provide a guided tour of the platform. This hands-on approach not only facilitates a deeper understanding of the software, but also significantly accelerates product adoption.
This immediate, interactive support can effectively address user questions and concerns in real-time, greatly enhancing user confidence and satisfaction. By empowering users to master the software quickly, Fullview plays a crucial role in reducing customer churn and fostering long-term loyalty. Something that one-size-fits-all onboarding approaches like product tours or video tutorials can struggle with.
Other SaaS onboarding examples
While Fullview shines as a top choice, let’s not overlook some other great tools that are popular in the world of SaaS onboarding.
Slack
Known for revolutionizing team communication, Slack is also a great tool for SaaS onboarding. It eases new users into its environment with friendly prompts and guided interactions that make navigating through its many features feel like a breeze.
HubSpot
With an extensive arsenal of marketing tools, HubSpot makes sure that new users feel at home right away. The SaaS onboarding process includes tailored tutorials that introduce features step-by-step, helping users quickly become proficient in leveraging the platform to its fullest potential.
Asana
As a project management powerhouse, Asana helps teams stay on top of their tasks. Its onboarding process is designed to get users managing projects like a pro right from the start. Asana includes intuitive guides that lay out everything from task creation to project tracking.
Zoom
As a leader in video communication, Zoom simplifies the virtual meeting experience. Their SaaS onboarding process is also very straightforward, ensuring users can start hosting or joining video calls with no hassle. Zoom also provides clear instructions and helpful tips along the way.
Each of these tools has its own way of welcoming new users, making sure that they’re ready to take full advantage of all the features offered. Whether it’s through interactive tools, smart prompts, or step-by-step guides, these platforms understand the importance of a good first impression and make every effort to ensure the user journey starts off on the right foot.
Related questions
What are some SaaS customer onboarding best practices?
When it comes to SaaS onboarding, there are several best practices, including:
- Simplicity: The onboarding process should be as straightforward and intuitive as possible. Avoid overwhelming new users with too much information at once. Instead, focus on essential actions needed to get started and gradually introduce more complex features.
- Customer support: Provide ample support options throughout the onboarding process.This can range from live chat and email support to detailed FAQs and community forums. The easier it is for users to get help, the smoother the onboarding process will be.
- Personalization: Tailor the onboarding experience to meet the specific needs of different user segments. Personalization can make users feel more valued and increase their engagement with the product.
- Progress indicators: Use visual cues such as progress bars to show users how much of the process they’ve completed and what’s left.
- Feedback loops: Regularly collect user feedback to understand their experiences and areas for improvement.
What are different onboarding flows?
There are different types of onboarding flows that can be used for SaaS, such as:
- Linear onboarding: This is a straightforward step-by-step onboarding process where each new user goes through the same sequence of steps. It’s simple and predictable.
- Interactive onboarding: This type of onboarding involves engaging with the user, typically with tutorials and interactive walkthroughs.
- Progressive onboarding: Progressive SaaS onboarding introduces features slowly as the user over time as they use the software.
- Self-directed onboarding: In self-directed onboarding, users choose their own path through the onboarding process based on their interests, needs, or role within the company.
- Role-based onboarding: This type of onboarding tailors the experience to the specific type of user based on their role within an organization.
- Segmented onboarding: Similar to role-based onboarding, segmented onboarding divides users into different segments based on criteria like their industry, size of company or previous experience with similar tools.
Conclusion
The bottom line is that the SaaS onboarding process is the most important piece when teaching users how a software works. With solid onboarding in place, users will feel confident in using the software and be more productive.
Sources Used:
Sources last checked on: 4/30/2024
.png)
.svg)
.webp)
%201.svg)
-min.png)
.webp)
