Connecting with your customers. The right way.
Ultimate Guide To Personalized SaaS Customer Onboarding
What is SaaS customer onboarding?
The onboarding process introduces your customers to your platform, allowing them to fully understand how it works. A comprehensive onboarding process focuses on the users from the sign-up moment to when they become regular, existing customers.
Software companies must provide users with friendly SaaS customer service and support to help them fully understand the product and consistently use it to accomplish their business goals. Achieving a fantastic customer experience encompasses several steps that must be treated attentively.
Why work hard to ensure a compelling SaaS digital experience?
Solving customer frustrations will lead to reduced churn rates.
A satisfying SaaS experience ensures a higher number of repeat customers.
Helpful customer interactions increase customer engagement.
A better SaaS customer experience reduces customer support costs.
4 Steps to creating a killer SaaS onboarding
Step 1: Understand the customer journeyAn engaging saas customer experience is built on data, not wild guesses. So, the first thing you need to do is journey mapping. Understanding your customer’s journey will reveal what needs to be fixed in your current process, meaning the gaps in the system and the route your users are taking. Having this data and acting upon it will reduce customer frustrations.
Step 2: Welcome your users the right wayA common customer perception is that once signed in, and you will interact with them. In other words, the ball is in your court. What and how you decide to play with it depends entirely on you, and it could determine the effectiveness of your onboarding process.
Consider usng SaaS email marketing and setting up a welcome email series. This will allow you to adequately present your solutions, their features, and capabilities and remind them that you are there in case they need help. Also, consider the video format when explaining how they can use or personalize your product to best fit their needs. SaaS email marketing is of a huge help and will allow you to get the job done right.