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

Do You Want to Know the 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.

1. Keep In Touch.

When getting accustomed to new software or services, everyone encounters some obstacles or difficulties. Regularly check in with your clients to see how things are going and if they need any help.

This approach helps build trust and shows that you are a reliable service provider. You can arrange regular phone or Skype calls, online meetings, or in-person gatherings to address any issues they might experience.

2. Instruct Them.

As a provider of services or software in your industry, it is essential to stay informed about the latest trends, news, and topics. Enhance your clients' user experience by educating them on industry updates, tips, and techniques.

This can be achieved through online courses, articles, and webinars. Share any new and relevant articles you create with them, and invite them to webinars where you can inform and educate them while addressing their questions.

3. Provide Access to a Wide Range of People.

Offering various access levels to different team members is an excellent way to familiarize your client's team with all of your software capabilities. This service enables specific individuals to receive invitations to explore different areas of the product.

4. Let Others Know About Your Success.

Showcasing evidence of past satisfied and successful clients is a highly effective strategy. It rapidly establishes trust in your company and shows your client that you are knowledgeable and competent. Develop outstanding instructional case studies from prior projects, detailing the challenge and how you helped find a solution.

5. Produce User Guides.

Depending on how complex your software is to use, you can create either a comprehensive guide or a simple article to assist new users in grasping the basics of your product. Your content might take the form of a Q&A section where you pose key questions and provide answers.

Screenshots are almost always beneficial in these situations, so be sure to include them. You can either email the user manual to them or make it available on your website for reading or downloading.

6. A Quick Tour of the Product.

Act as an excellent tour guide for your newly registered customer. Highlight the features and tangible benefits of your product, while also focusing on the problem it aims to solve and the broader vision you are pursuing. Sparking interest is one thing; maintaining it is another.

Unfortunately, many products experience a significant drop in first-time users after the sign-up process. Although the reasons for churn can vary, a well-designed onboarding system should create engaging content that encourages users to return to the platform. Ensure they understand the value your product can bring to their business or service.

7. Improve Feedback & Communication.

Some features of your software might frustrate your clients, or they may wish for them to function differently. Therefore, it's important to encourage client feedback and idea generation.

Your clients are the ones who use your software/app/service daily, and if they have suggestions for improvement, you should take advantage of them. Engage in detailed discussions about their ideas and proposals to gain a better understanding of their needs and how to fulfill them.

Never dismiss ideas that seem unfeasible. Even if a client requests something impossible, take the time to explain why and suggest alternatives.

This approach will build your client's trust in you, enhance their lifetime value, and show that you are a caring and responsible vendor. As your client's satisfaction increases, so do your chances of successful onboarding.

8. Instead of Selling Features, Sell Results.

After you've detailed all the features of your app or service to your clients, it's crucial to view it from their perspective. While understanding all the features and their functions is beneficial, your clients ultimately want you to succeed.

Simply knowing and understanding features doesn't ensure they will meet their goals. To maximize the value you offer as a vendor, you need to demonstrate and guide your clients toward success using your service's capabilities. Your customers must feel confident that they can achieve success with your program, which is why they should remain with you.

9. Indicate Conversions in the Early Stages.

If your clients have started using your service and are still within the free trial period, they are essentially ready to convert. Why not aim for a quicker conversion now that your service has captured their interest enough for them to sign up for a free trial? There's no need to wait until the 30-day trial period ends to convert your customers.

You have a few days to leave a positive impression. During the initial days, clients are typically receptive to new ideas, discussions, and learning. They are eager to discover what your service offers, its features, and the techniques and tips that can help them achieve their goals more quickly.

10. Keep Your Tactics Up-to-Date.

Even if you've created the perfect onboarding plan, it's essential to keep the process active. Each new customer presents an opportunity to learn something new, something you hadn't known or considered before.

Focus on the facts and continually come up with new ways to enhance the process. This will foster ongoing innovation, boost client satisfaction, and help you stand out from the competition. Build a reputation as a SaaS company that values and listens to its customers. Additionally, developing customer service training programs can be beneficial.

We hope this list of the top 10 best practices every SaaS company must follow for customer onboarding is helpful to you.

Conclusion.

Create innovative customer onboarding strategies to wow your new users at every interaction, alongside the general guidelines mentioned earlier. Your onboarding methods should not only instruct users on how to navigate your SaaS product but also highlight the various ways it can simplify their lives through ongoing use.