How do you ensure smooth onboarding for new users in your SaaS?

Question

A strong onboarding experience is crucial for user retention in SaaS. What steps do you take to make sure new users understand your product and can start using it effectively from day one? Do you use guided tutorials, emails, or other methods?

AnnaHo · Accepted Answer

We use an in-app onboarding flow with tooltips and a quick tutorial to walk new users through key features. We also send a follow-up email with helpful resources to ensure they’re getting started smoothly.

AnnaHo · Answer

@carolmoh Thanks for sharing! The combination of in-app onboarding, tutorials, and well-timed emails sounds like a great strategy for user retention and engagement.

Pradeepa Somasundaram · Answer

Here are a few options that you can implement to ensure smooth onboarding Offer a guided product tour or tooltips to highlight key features and show users how to navigate the platform. Tools like WalkMe or Pendo can help create these interactive guides. Integrate a well-organized knowledge base like Document360 to provide users with on-demand resources. This allows users to explore guides, FAQs, tutorials, and troubleshooting articles at their own pace. Offer live chat support (using tools like Intercom or Zendesk) to provide real-time assistance if users have questions or run into issues during onboarding.

Claire Martin · Answer

Do you mean that your SaaS already has an in-app onboarding flow with tooltips built-in? Or did you recently add it to your UX?

Carol Moh · Answer

We also have in-app onboarding and also have tutorials on our website and community spaces (like discord).

Also have a series of emails set at a cadence that doesn't overwhelm showcasing key features that helps your target user get their jobs done is key for user stickiness and conversion (if on a free trial for example)

AnnaHo · Answer

@pydubreucq Thanks for sharing! Simplifying onboarding can always help. Looking forward to seeing how Sweego improves its user experience.

AnnaHo · Answer

@pradeepa_somasundaram Thanks for the great suggestions! I love the idea of using interactive guides and live chat support to enhance user experience during onboarding.

An · Answer

I will create a series of simulated data for users by default, such as example projects. This way, when users enter the interface, they can immediately click a button to see the final effect of the product.

AnnaHo · Answer

@an_zuo Great idea! Providing example projects is a smart way to reduce friction and show value immediately. Thanks for sharing your approach!

Pierre-Yves Dubreucq · Answer

I'll follow your thread because I think it should be one of my next challenge for Sweego
Our product is really simple, but I think we could be better

André J · Answer

I make sure even robots can onboard successfully 🤖

AnnaHo · Answer

@sentry_co That’s a great approach! Ensuring even automated systems can onboard smoothly means your process is truly optimized for all users.

Joanne Hurley · Answer

I map out the ideal user journey that leads the user through the key activation milestones. I try to segment this by the ICP and percieved usercase so that each user is not treated as a one size fits all. I set up behavioural triggers (in app, emails etc), to nudge or 'cheer'. I also where possible make it as self service as possible, so have multiple different resources in different ways so the user can learn in the way that best suits them. Depending on the complexity the ability to schedule a calll with someone can make tthe difference without enforcing it.

AnnaHo · Answer

@joanne_hurleyv1 Thanks for sharing! I love the idea of behavioral triggers and providing multiple resources for different learning styles. Really helps personalize onboarding.

Janak Patel · Answer

We ensure smooth onboarding with an intuitive interface, clear tutorials, and dedicated support for new users.

How do you ensure smooth onboarding for new users in your SaaS?

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