A SaaS product with a substandard design is now less acceptable to SaaS customer than ever. People are increasingly expecting impressive designs for the platforms they use, with features that are easily accessible.
Creating a clean and intuitive interface is definitely your priority, but after this, you need to onboard new customers appropriately to ensure they aren’t missing features or tips for using the platform.
To onboard your SaaS customers successfully, you may need to follow a number of practices, including the ones we are sharing today.
Onboard them as early as possible
If a new customer has subscribed to your platform and won’t be taking full advantage of it or even not using it at all, that is probably not a nightmare for you, as you are cashing already.
Actually, you may be losing money in the long term this way. A customer who doesn’t take advantage of the platform is very likely to cancel in the future and is harder to retain.
This is why you should be focusing on great onboarding as soon as a new customer joins your SaaS platform.
Early onboarding means that you will captivate the excitement of the new customer, and the motivation for using the platform, to let them know the real value of your product. Knowing it, they will be able to make a more informed decision about retaining their subscription in the future.
Help customers plan for their ultimate goals
Everybody has their goals, and your customers are trying to achieve an ultimate goal, which the tool is part of achieving it.
While onboarding a new customer, you should be focusing on this goal, and making it clear how valuable your SaaS tool is for achieving this goal. You should also be focusing on the features that are closely related to this specific goal.
Create personalized onboardings
Not many SaaS businesses follow this one great best practice that can entirely change onboarding and its outcomes. When your team is about to onboard a new customer, they can go the extra mile and try to learn a few things about them before getting started.
The research is clearly focused on their business, to be able to communicate more clearly and expect their needs; while asking the right questions and sharing the right features.
Some places you can research the company of the new customer include:
- Company’s website
- Company’s LinkedIn Page
- Directories like Crunchbasw with an entry for the company
- Any related news to the company using Google
Start at your sales team
Onboarding can be generally considered as something not related to sales. However, your sales team can be impacting user onboarding heavily.
We all have expectations for everything, and customers use the platform for the first time with expectations. The role of your sales team is to optimize these expectations to be realistic.
When you begin to take the new customer on a quick journey through their platform, while they have realistic expectations, they will be pressed. Unrealistic expectations can lead to an unsatisfied customer during onboarding.
