Customer Success

10 Best SaaS Customer Onboarding Software in 2023

SaaS customer onboarding software includes any resource to educate users on making the most of your product. Let's get started.

Introduction

SaaS customer onboarding is the first crucial step in the customer experience since it establishes the foundation for the connection between the service and the customer. It's all about helping people use your product to its full potential, so they become repeat buyers and promoters.

Customers should be able to use your SaaS correctly after they've gone through the onboarding process. In addition, they can see the software's benefits and stay actively involved over time. The customer's goals and needs should drive the onboarding process. Outcomes will be more important than features to them. That's why the SaaS customer onboarding process must facilitate the achievement of goals set by the organization.

Let's start with the concept and purpose of SaaS customer onboarding software before we get into the examples.

What is a SaaS customer onboarding software?

Software as a service (SaaS) customer onboarding falls under the umbrella of DAPs or digital adoption platforms. In addition to statistics and user communication capabilities, it also offers on-screen instructions. In order to onboard customers and help in product acceptance, DAPs are commonly used by SaaS products.

Consider if you'll require an enterprise-only or SaaS-only solution for onboarding customers since each has its own unique advantages. The next step is to evaluate the price, as many SaaS companies are just interested in finding the most affordable option. Try to choose a platform that doesn't break the bank yet offers plenty of useful tools. On the other hand, don't cut corners. An essential feature of any SaaS solution is its ability to onboard new users quickly and easily. This means providing exceptional service to each and every customer.

Features to look for:

Some of the most desired attributes are functionality, usability, and cost-effectiveness. In addition, watch out for the following:

  • When your users have questions or need advice, having easily accessible tutorials will save them time and money.
  • The capacity to categorize people according to their function or native tongue helps decide which content they view. Including how it is presented to them
  • You can simply generate content using a code-free editor to speed up walkthroughs and product tours.
  • You can monitor and assess how your onboarding content is being used with advanced analytics. Additionally, it gives you the knowledge required to streamline the procedure.
  • Communications tools that enable user interaction within apps. You may thus remind them to finish the procedure and collect their comments.
  • You may connect the data to your existing systems, such as your CRM, via an API or integrated connection.

Now, why use specialized SaaS customer onboarding software?

You should adopt these technologies for two primary reasons, none of which is related to the fact that they streamline and improve the user onboarding experience.

One, product adoption and loyalty will increase thanks to user onboarding methods.

Educating new users on how to get the most out of your product is a major win when employing specialized tools and platforms. More users will see the benefits of your software sooner, increasing the likelihood that they'll continue using it.

More people will sign up for paid accounts with SaaS businesses that provide free trials.

With freemium apps, you may acquire users rapidly and then try to convince them to upgrade to a paid subscription later.

It also implies reduced turnover, which is good for everyone.

Second, more product usage necessitates less customer service (and support costs)

We doubt that anyone is looking forward to a situation where they must contact customer service. Why? In light of the fact that the requirement to do so implies that a defect in the product has been discovered.

As a result of user onboarding, you may lessen the likelihood of problems with customers and the load on your support staff.

Convinced? Now, let's check out the software.

Top SaaS Customer Onboarding Software of 2023

1. Scribe

G2 rating: 4.9 out of 5 stars.
Capterra Rating: 4.9 out of 5 stars.
Scribe Pricing: Free of charge for the Basic Plan, $29 per user per month for the Pro Plan, and a customized fee for the Enterprise packages.

Scribe is the first program of its type, and it was designed specifically for the purpose of documenting processes. To put it more simply, it is an add-on that can be installed on your desktop program or online browser to transform your work into step-by-step instruction.

How, you ask? Actually, it's rather easy.

Scribe captures everything that happens on your screen, including clicks, keystrokes, and screen grabs, and then translates that information into step-by-step written instructions with annotated screenshots.

You can build standard operating procedures (SOPs), process documentation, and desktop procedures — in seconds.

You will have the ability to develop, distribute, and embed Scribes in any knowledge base when additional tools are integrated.

In addition, the most recent addition to Scribe is a tool called Pages that allows you to mix Scribes with other elements such as text, video, photos, and more.

You and the rest of your team are able to collaborate on projects, share documents easily, and put changes into effect swiftly.

You can change and add steps, as well as annotate screenshots, hide information, and even add some entertaining GIFs.

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2. ActiveCampaign

G2 rating: 4.6 out of 5 stars
Capterra Rating: 4.6 out of 5 stars
Active Campaign Pricing: There are four levels offered by ActiveCampaign: Lite ($15/month), Plus ($70/month), Professional ($159/month), and Enterprise ($279/month). Features like a template editor and marketing automation are part of the entry-level plan. CRM and lead scoring are added in higher plans. There isn't any setup charge.

ActiveCampaign is an established marketing platform with cutting-edge automation features for your email communications.

With ActiveCampaign, you can tailor your campaign to the specifics of your business by integrating data from several sources, including consumer engagement metrics and the status of your other marketing channels.

3. Userlist

G2 rating: 5 out of 5 stars
Capterra Rating: 5 out of 5 stars
Userlist Pricing: You can sign up for Userlist's Basic plan for $149 per month or upgrade to the $499 per month plan. If you buy annually, you can get 20% off of both programs.

Userlist is a cloud-based email automation service with several functions designed specifically for new user onboarding. Userlist was developed with the express goal of helping users in reaching the "aha!" moment inherent in SaaS.

Userlist's primary benefit is that it allows you to add whole teams as users instead of simply individuals. It helps by bolstering your client data model, which includes information at the account level.

You may monitor user behavior, divide them into groups, and communicate with them through email or in-app notifications based on their actions with the help of Userlist.

4. Pendo

G2 rating: 4.4 out of 5 stars
Capterra Rating: 4.5 out of 5 stars
Pendo pricing: Pendo is unable to provide a price right now. Users are given the option to select their own prices based on the items they purchase.

Pendo is a product analytics program that was primarily developed to assist software firms in producing goods that meet customers' demands and expectations.

With its own tools that make room for innovation within your company, Pendo will help your customers learn how to make the most of the software and easily incorporate it into their day-to-day activities by providing them with in-app walkthroughs, guides, and personalized messaging. Pendo also comes equipped with its own tools that make room for innovation within your company. In addition, the onboarding experience that is provided by the platform is guaranteed to supply your customers with all of the vital facts that are required for them to have a full understanding of the product.

Pendo is equipped with analytics features that enable your teams to monitor how clients are leveraging the product, how frequently they are using it, and measure a variety of engagement stats. This information enables you to implement the necessary enhancements and modifications in order to provide an even more effective onboarding experience.

5. Intercom

G2 rating: 4.4 out of 5 stars
Capterra Rating: 4.5 out of 5 stars
Intercom Pricing: Starting from $67.00 /month. Intercom Essential: from $38/month, Intercom Pro: from $75/month, Intercom Premium: Custom pricing. 

Intercom is among the most well-known and widely used platforms for client communication. On the other hand, it includes functionality focused on onboarding people. For example, its customer engagement solution lets you show users of your app helpful in-app messaging and product tours, which speeds up the process of getting them familiar with your app. In a similar vein, you may boost new feature adoption by sending emails and in-app alerts to users, as well as re-engaging inactive users.

6. Nickelled

G2 rating: No rating
Capterra Rating: 4.9 out of 5 stars
Nickelled Pricing: Nickelled offers three different pricing plans: 

  • The Starter plan is for $99 /mo with up to 10 guides
  • The Growth plan is for $199 /mo with up to 25 guides
  • The Premium plan is for $399 /mo with up to 100 guides

Nickelled is an online service for introducing new customers to a company, and it provides highly engaging onboarding experiences that can be tailored to each individual consumer. Nickelled is the ideal platform for delivering your customers highly engaging and informative training that will help them become proficient in using your service.

The best aspect of Nickelled is that it does not require any kind of program or code installation; instead, it gives you a brief guided tour that explains all you need to know to get started in only a few minutes. If you decide to remain with it, you'll be able to see detailed information about how your customers interact with the product and learn exactly when and how you can help. You can see how the training process goes by checking the competition and satisfaction scores for each educational video, task, or assignment.

By using various guided tools, in-app callouts, widgets, and more to craft an outstanding onboarding experience for your customers, you may save time and effort overall while reducing the number of support tickets they require.

7. GuideCX

G2 rating: 4.7 out of 5 stars
Capterra Rating: 4.6 out of 5 stars
GuideCX pricing: To create bespoke pricing, contact the platform via the website's contact form.

GuideCX is the right program for you if your company has a lot on its plate, including several procedures with different product monitoring systems. Essentially, it is a project implementation platform for client onboarding that makes your clients the focal point of every endeavor by giving you a complete insight into and oversight of their whole experience. With automatic tasks, updates, notifications, and reminders, you can guide your customers through each stage and keep them on track.

Your customers won't have trouble adapting to GuideCX because it's so intuitive and needs so little technical know-how or training.

It's a great investment because of the useful capabilities it offers for SaaS projects of any sort. You'll get access to comprehensive analytics data, be able to boost user participation within your site, and invite as many people as you like to participate in your project as it expands.

8. Chameleon

G2 rating: 4.5 out of 5 stars.
Capterra Rating: 4.1 out of 5 stars.
Chameleon Pricing: There are three pricing tiers for Chameleon: Startup at $279/month, Growth at $999/month, and Enterprise at a custom rate for larger enterprises with more complex needs.

Your customers will be able to become more familiar with your tool on their own, directly within your product, with the help of Chameleon.

You can make product tours with Chameleon, provide in-line support with tooltips, develop a variety of useful widgets, and even perform mini-surveys to identify any possible bottlenecks in the experience of using the product.

9. ChurnZero

G2 rating: 4.7 out of 5 stars
Capterra Rating: 4.7 out of 5 stars
ChurnZero Pricing: You must get in touch with ChurnZero to learn more about their software's custom price plan. There isn't a free plan available.

With ChurnZero, customer success teams at rapidly expanding SaaS and subscription organizations can gain a thorough understanding of their customers and take appropriate action to reduce churn.

The software's core features include the ability to communicate with customers, contacts, and accounts; monitor the customer lifecycle; analyze product consumption and consumer behavior; and track the lifespan of customers. Its goal is to shorten the time it takes to get new customers on board while also reducing the churn rate of existing customers and the rate at which they embrace your products.

Timelines, guides, surveys, alerts, reminders, account analytics, customer health ratings, automatic task generation, and real-time notifications in the event of a client falling behind in the onboarding process are some features this software offers.

10. WalkMe

G2 rating: 4.5 out of 5 stars.
Capterra Rating: 4.4 out of 5 stars.
WalkMe Pricing: With WalkMe, you may create your own plan by choosing the elements you want to include or exclude, and the cost will change to reflect your preferences. The platform also offers a Basic Plan, which entitles you to three walkthroughs, 300 assists, and basic online support.

You may implement a streamlined and painless client onboarding procedure with the help of WalkMe, a digital adoption platform. It accomplishes this by enabling the production of on-screen lessons that serve to instruct and direct users as they get acclimated to your service. Using WalkMe, you can also implement a streamlined method of introducing new customers to your company. With this program, you can provide consumers with a more customized and enjoyable onboarding experience from the get-go, allowing them to quickly see the benefits of using your service.

With the help of WalkMe's key features, such as comprehensive analytics, tracking of click rates, viewership, and various digital transformation solutions, you can easily promote and practice customer engagement, decrease churn, increase retention, and streamline the entire user experience.

Find the right SaaS customer onboarding software today

Onboarding new SaaS customers are critical to developing a successful business and the happiness of its customers. And if you're worried that your customers won't fully grasp your product, excellent onboarding will keep you from losing them. When you're working solo, though, things get more difficult.

That's why it's important to pay close attention to the many onboarding software solutions available, as they will make it much easier and faster to deliver the desired outcome (excellent client experiences). In addition, I have high hopes that this article will inspire you to take action on the issue.