Mastering SaaS Onboarding for User Success
Last updated on Thu Oct 10 2024
While the term SaaS onboarding might sound like tech jargon and can leave you thinking: “What exactly does this mean?” it is actually just the process of introducing new people to your product in a smooth and efficient way. It is a system designed to help your customers quickly find value in your product from the get-go!
SaaS onboarding is technologically driven. That is, it makes use of automation and digital tools to guide users through the onboarding and learning process. This helps you to cut costs that would have been incurred through manual expenses, while still being effective in supporting and maintaining the growth of your business.
However, different things can go wrong with SaaS onboarding. This is because every user who will be drawn to your product, is each a unique person. So, it only follows that their onboarding experiences should also be unique as well. This way, you would have been able to give them a glimpse as to how your product can add value to them.
In this article, we will be looking at all there is to know about SaaS onboarding- the nitty-gritty. We will also be sharing some practical examples along the way that will guide you in creating a self-service onboarding experience that your users will love and appreciate. Make sure you read to the end! Let's go, shall we?
What Is SaaS Onboarding?
At the start of this article, we talked briefly about what SaaS onboarding is and just to reiterate, it is the process of, not only showing users around your product but also, actively guiding them to see the value in it.
A lot of companies think that the onboarding process stops after this, but it really is an ongoing process. It doesn’t stop because the users’ needs keep on evolving and your product also has to keep improving to meet the changing needs of the users. So if there are changes everywhere, your onboarding process should not be left out! It is a long-term process.
Forms of SaaS Onboarding
Low-touch onboarding
: This is mostly used for lower-priced products with little complexity. In this form, automation is mainly used to guide users.
High-touch onboarding:
This is used for larger accounts that need hands-on support and would require an account manager.
Self-serve onboarding:
This gives users the flexibility to explore onboarding materials at their own pace, often with helpful checklists or tutorials.
Why Is SaaS Onboarding Important?
Why exactly is this concept so important? When SaaS is done right, it doesn’t just help users understand your product, it also helps to reduce churn- where customers stop using your product. When they are able to see the value in your product, it spurs them to stay and when this happens, your customer retention rate increases. Because as new customers join as well, they are being retained too.
Now let us look at the stages of SaaS onboarding.
3 Stages of SaaS Onboarding
These stages show the journey a user goes through when using your product.
Stage 1
Preview user to first-time user: In this stage, you get to introduce the user to your product and explain what the product can do for them. They get to see the benefits and the unique features of your product. Do it well and make sure your product values are well highlighted because it is a defining phase.
Stage 2
First-time user to committed user: This is the second stage where the user transits from being a first-time user to a committed user. This happens only after the user has found the value in your product. Make sure there are proper guides or tutorials to help them reach there.
Stage 3
Committed user to power user: This stage happens when the user now begins to consistently use your product. This means that they have found the value in your product and they return to it quite often, most times even recommending it to other potential users. You can create a community around your users to keep them engaged.
The Formula for Effective SaaS User Onboarding
The success of your product lies in the actions that you can guide your users to take while they are using your product.
The equation that serves to explain this is:
Product onboarding = right content, right channel, right time.
How To Create a Successful and Compelling SaaS Onboarding Process
As stated above, a successful onboarding journey requires being able to compel your users to take action. To do this, you can make use of BJ Fogg’s Behavior model which states that three elements must be present to compel action: Motivation, Ability and Triggers.
To apply it to SaaS onboarding, this means you should be able to provide:
A clear value proposition
: Show users why your product matters.
An intuitive interface
: Make it easy for users to find their way around.
Timely prompts
: Guide users with well-timed nudges to keep them engaged.
Further points include:
Let users be able to clearly see the key features in your products that can be of help to them specifically
Present step-by-step guides to help users locate these features.
Collect Feedback through the help of in-app surveys.
Maximize various ways to achieve the moment of satisfaction for the user.
Making use of a “dynamic UX” that adapts to the needs of your users will also enhance their onboarding experiences.
4 Best Practices for SaaS Onboarding
To create a compelling onboarding experience for your product users, you would need to take action that motivates the users. These actions include:
Creating an easy-to-do sign-up page.
Make use of multiple channels. Do not be rigid!
Always endeavor to test all data findings and iterate them if consistent with your product value.
Keep the onboarding process simple and clear. Do not overload users with too much information.
Best Examples of SaaS Onboarding
Here are some outstanding examples of SaaS companies that are doing onboarding right:
: They make use of a subtle side-pop modal to offer users live training without interrupting their browsing.
: They engage users with a simple signup modal after they accept a calendar invite.
: They offer a brief tour directed at highlighting a key feature of their product.
: They help new users navigate their platform through an onboarding checklist. This encourages them to complete their actions.
: They deliver engaging user education through videos that give it a personal touch.
: They make use of feedback from new users via a survey to customize the onboarding experience.
: They gently remind users about their trial status with a prompt, offering them incentives if they upgrade.
: They invite users to give feedback on feature development. This helps boost engagement.
: They celebrate customer success stories publicly. This helps to strengthen user relationships and loyalty.
Get Started Quickly With No-Code Onboarding Tools
You definitely do not need to be a tech expert to be able to create an effective onboarding experience. With the help of no-code or low-code tools, you can build onboarding flows, set up automated emails, and analyze user behavior without writing a single line of code.
Are you ready to create an onboarding experience that will blow the minds of your users? You can start now to launch product tours, interactive checklists and engaging surveys that will help users discover the value of your product.
FAQs
How Can You Improve Your SaaS Onboarding Experience?
Make your onboarding better by clearly showing the value of your product, keeping the design easy to navigate, and giving users timely nudges to keep them on track.
What Is an Example of a Great SaaS Onboarding Process?
A top-notch SaaS onboarding process, like Zendesk’s, makes use of checklists, interactive guides, and personal support to help users quickly see the value in the product.