SaaS Customer Onboarding: A Perfect Guide

Until the customer’s subscriptions are broken, it will be hard for them to pay monthly. Because subscription businesses depend on monthly recurring revenue for growth, it’s important to refine customer onboarding processes. Give your customers an unproductive onboarding experience, and they may fail immediately. It is difficult to understand your product and how you can assist users with solving their problems. But you can have more life and lower maintenance if everything is done correctly. 

What is customer onboarding? 

Customer onboarding – when you need to train your customers to use your service effectively. Success means you’ve been able to solve the problem that sparked your product. Likewise, if customers buy social media tracking tools, they probably already purchased your software. 

Why should you care about SaaS customer onboarding?

Maybe you created a program that you consider genuinely game-changing. It’s a change that affects our lives, work, and communications in the long run. When the SaaS marketing onboarding process is confusing and tedious, customers may abandon it and move on. This causes customer churning and an increase in sales. If your customers are not onboarded properly, they will probably have more than enough customers. Most SaaS businesses have churn rates above 5 percent. (Totangos) Even a 10% increase in churn rates can affect company valuation. 

A solid SaaS Onboarding workflow is essential to a successful product-driven company. This is why: Building customer trust. It starts with having a successful training procedure. Reduction in Churn Rate: Retention starts onboarding. User experience is better for retention than for new products. Increasing the satisfaction of customers means lower churn. Improve user product adoption: SaaS onboarding guides users toward product adoption. 

The guys at PayPro Global, an all-in-one eCommerce solution effectively scaling SaaS, software & digital goods worldwide, shared the top recommendations for streamlining & optimizing customer onboarding. 

How to create a customer onboarding process for SaaS? 

Let us start by looking at customer onboarding processes. It will guide new clients on using a product and ensure they have the best value available. Remember, from a Saas company to SaaS, there is no universal approach to onboarding for SaaS services. If we can nail these 10 elements, we will be able to provide amazing customer experiences to our customers. 

1) Signup process 

Onboarding begins after the first sign-on process. However, you’ve just completed the signup process, which gives you an excellent opportunity for onboarding. What are your instructions for directing the user? This is a story explaining why they’re not the practical solution. In the last two weeks, I visited the Musée des Arts Contemporaryes de Chicago. I returned to the reception to get the ticket, but I did not find the representative. They didn’t know about my interest. They have not told me which exhibit is there. I was not told to me about the possibility of the Tours. 

2) Webinars & workshops 

During my career in Marketing, I realized that people could learn differently. Many like to read articles. Several people enjoy watching movies. Some prefer a more sour sound. Similar principles apply to onboarding customers. Your customer’s users will enjoy observing your product’s three-4 minute briefing. Sometimes we dive and learn as it happens. Other readers can read the essential information from you. Some people prefer webinar/workshop sessions. Webinars are wonderful for various reasons, but there are some common problems with customer onboarding webinars.

3) Welcome e-mail 

You can contact them immediately via email or text. These emails will encourage new users to your site. This step becomes crucial if no in-app welcome sequences exist, such as in the Lumen5. This is how Baremetrics uses its welcome e-mail. Initially, we set our audience up: those who registered just a few hours earlier. We emailed them and welcomed their arrival. However, this email has the most significant impact by redirecting the users into the app with a specific action to be completed. We’re going to connect the billing data to the billing database. 

4) Support center 

Even with the most informative walkthrough on the planet, the customer will probably have questions simultaneously during the onboarding process. Documentation provides an excellent way for a user to easily handle support queries. It will take fewer questions, and the product documentation will be much easier for you. Most SaaS companies must have a support center where clients can ask questions about their products and services. You have the option to also utilize canned answers to answer frequently asked questions via telephony. 

5) First login 

When logged into a website, you should not be surprised. Even if your product is super intuitive, it shouldn’t be assumed everyone can use it. Imagine if I was given a guide who showed me the buildings and pointed out the best places to look. I probably had different experiences. Upon initial registration, customers will need a guide to the journey to get into their new product. But even if you’ve not been sleeping, it is unlikely you will walk each person through your site before they register.

6) In-app notifications 

The use of SMS notifications has exploded over time. Can SaaS make in-app notifications more effective? In-app notifications have many benefits for customers when boarding up. If you create an initial “Start” checkbox, you can make this list available during the initial start. When you ask your users what they have completed on your application, check them off. 

Onboarding people is essential for communication. You must stay in their presence during every stage of this process and ensure that their questions are answered and that they don’t lose any sense of your products. It would make sense to send customers an instant message. Messaging tools enable the creation of email sequences throughout the user onboarding experience. They’ll have an idea of what you need. We will discuss some details later. So far, you need some tools. Besides our shameless plug, our messaging software is also available, which is very important. 

7) Interactive walkthrough 

Whatever the ease of use and complexity of your platform, make sure you get the chance to share your thoughts and feelings. Using the Platform Together will enable you to learn from their perspectives. Set a goal and be able to make progress in their environment that will improve their confidence to do business with you and your platform! 

8) Product tutorials 

Recommend (not fortify) a particular setup using a tutorial or wizard to guide your customer through the rest of the configuration process. Make sure this process is straightforward to keep everything clear for them, and it should be easy for them. 

No one wants to create something complicated or confusing. Your product may seem simple. But sometimes, this doesn’t happen. You may have thought of some tools you purchased that were too complicated to use. Even in the best cases, your products can still be user-friendly, and you always need to introduce new customers. Product tours are rapidly becoming a standard onboarding method for SaaS firms. They help the user learn how a product works without needing a full demonstration. They also effectively get customers to use your services more often. 

9) Check-up calls 

Show your love by constantly monitoring the progress of the situation. Check if the client receives what he wants. Start with periodic checks to your agreed onboarding schedule, then scale down as desired. 

10) Knowledge base

When you complete your configuration, reference the Knowledge Base for easy and quick learning. Allow your customers to find your knowledge base by using a chatbot. 


By following the tips above, you can create a customer onboarding experience to help your customers get the most out of your SaaS product and start using it to its full potential from Day 1. You’ll also set yourself up for success by getting valuable feedback early on that you can use to improve your product.

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