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Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers

Written By CXcherry Marketing

Do You Want to Know the Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers?

Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers

Selling your client's software isn't enough to ensure their success, especially if they opt for a free trial first. To successfully onboard people in the future, you must ensure that they understand and use your product appropriately. This customer training strategy can help. The success of your client is your success.

The global value of the SaaS business is expected to reach $110 billion in 2020, with a 14.5 percent annual growth rate. By 2022, it is predicted to have grown to $143 billion.

To get you started, we'll go through 10 strategies for improving customer onboarding program and providing maximum value and delight to your customers. SaaS onboarding best practices, on the other hand, are never too late to implement, and we encourage you to do so as soon as possible.

Top 10 Best Practices Every SaaS Company Must Follow to Onboard Customers.


Top 10 Best Practices Every SaaS Company Must Follow To Onboard Customers

1. Keep In Touch.

When learning to utilize new software or services, everyone will run into some snags or challenges. Follow up with your clients regularly to see how things are doing and if they require any assistance.

This will assist you in creating a trust while also demonstrating that you are a trustworthy service provider. You can schedule regular phone/Skype talks, online meetings, or outdoor gatherings to discuss any difficulties they may have.

2. Instruct Them.

As a service/software provider in your sector, you should be up to date on all current trends, news, and subjects. To improve your clients' user experience, educate them on industry news, tips, and methods.

This can be accomplished through online schools, articles, and webinars. Share any fresh, relevant articles you write with them and invite them to webinars where you may inform/educate them and address their concerns.

3. Provide Access to a Wide Range of People.

Providing multiple access levels to different team members is a terrific method to get your client's team acquainted with all of your software/capabilities. Service allows certain persons to receive invitations to explore different portions of the product.

4. Let Others Know About Your Success.

Providing evidence of previous satisfied and successful clients is a very effective technique. It quickly builds trust in your firm and demonstrates to your client that you know what you're doing. Create excellent instructional case studies based on previous projects, describing the challenge and how you assisted in finding a solution.

5. Produce User Guides.

You can develop a detailed guide or merely an article, depending on the complexity of your software's usage, to help new users understand the fundamentals of using your product. Your material could be a Q&A paragraph in which you ask the primary questions and then respond.

Screenshots are nearly always helpful in these instances, so don't forget to provide them. You can send the user manual to their email address or post it on your website for them to read or download.

6. A Quick Tour of the Product.

Be a fantastic tour guide for your newly registered customer. While emphasizing the features and concrete benefits of your product, emphasize the problem it strives to answer as well as the larger vision of what you're trying to achieve. It's one thing to pique interest; it's another to keep it alive.

Unfortunately, most products lose a large percentage of their first-time consumers after the sign-up procedure. While the reasons for churn may differ, a comprehensive onboarding architecture should generate interesting content to entice users to return to the platform. Make sure they realize the value your product can add to their business or service.

7. Improve Feedback & Communication.

It's possible that some of your software's features will irritate your clients or that they will want them to work differently. For this reason, encourage client feedback and idea generation.

Your clients are the ones that use your software/app/service daily, and if they have any suggestions for improving it, you should take advantage of them. Discuss their ideas and proposals in-depth to understand better what they want and how to accomplish it.

Never toss out ideas that aren't feasible. Even if your client requests something unattainable, take the time to explain why and offer alternatives.

This will increase your client's trust in you, extend their lifetime value, and demonstrate that you are a caring and responsible vendor. When your client's happiness grows, your chances of a successful onboarding increase.

8. Instead of Selling Features, Sell Results.

It's critical to consider your app/service from your clients' perspective once you've outlined all of the features to them. After all, knowing all of the features and how they work is excellent, but your clients' want is for you to succeed.

Knowing and comprehending features does not guarantee that they will achieve their objectives. To optimize the value you provide as a vendor, you must demonstrate and guide your client to success using your service's capabilities. Your consumers must believe that they would be able to achieve success by using your program, which is why they should continue with you.

9. Indicate Conversions in the Early Stages.

If your clients have begun to utilize your service and are still in the free trial period, they are technically ready to convert. Why not focus on a faster conversion now that your service has piqued their interest enough to sign up for a free trial? You don't have to wait until the end of the 30-day trial period to convert your consumers.

You have a few days to make a good impression. Clients are generally open to new ideas, discussions, and learning over the first few days. They want to know what your service has to offer, what features it has, and what techniques and tips they can use to attain their objectives faster.

10. Keep Your Tactics Up-to-Date.

Even if you've devised the ideal onboarding plan, it's critical to keep the process going. With each new consumer, you have the opportunity to learn something new, something you didn't know or hadn't considered previously.

Concentrate on the facts and come up with fresh approaches to improve the process regularly. This will aid in ongoing innovation and increase client happiness and allow you to stand out from the competition. Develop a reputation as a SaaS company that cares about and listens to its customers. Also developing customer service training programs can help.

We hope that this list of top 10 best practices every SaaS company must follow to onboard customers help you.


Design out-of-the-box customer onboarding tactics to impress your new user at every touchpoint, in addition to the broad criteria outlined above. Your onboarding techniques should not only teach users how to use your SaaS product, but they should also emphasize the numerous ways in which they can make their lives easier by continuing to use it.

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