The Only Video-first Customer Onboarding Software You Need.

Customer onboarding is the initial stage of introducing your product or service to the new user. It is a series of steps in which a new user is set up to start using your product. However successful customer onboarding doesn't end here. Often, the first successful usage of your product by the user directly correlates to the effectiveness of your onboarding process.

A successful onboarding process results in the user experiencing the first "aha" moment with your product within just a few clicks. Then, the customer goes on to become an advocate of your product. It establishes a framework for future customer engagement.

You can read more about the importance of customer onboarding in SaaS here.

There are multiple ways to onboard a user. High-touch onboarding is an approach where the human plays the central role. It is a white-glove treatment where the user is supported throughout the pre and post-sales process. It is mainly used for products that need to be custom-fit into existing tech stacks and require more effort.

Low-touch onboarding is the other end of the spectrum, with minimal human interaction. It is mainly self-serve in nature. The users are given all the resources in the form of educational videos and guides to hit the floor running. But this is not to say that there is no human involvement.

In a low-touch onboarding, the user can get help from customer support whenever needed.

You can read more about the difference between high-touch and low-touch onboarding here.

New methods to support customer needs have risen as the tech landscape evovles. Despite thier educational value, videos are not fully utilized in SaaS for customer onboarding. There are many types of videos, such as short-form, long-form, on-demand, live, interactive, and many more. They convey the message of your product in a much more concise way.

You can read more about how to use videos in your customer education strategy here.

• Onboarding videos to welcome a new user to your product
• In-app tutorials for educating new users with less interaction from your end. These short videos can break down complex features into doable steps.
• Demo video onboarding for onboarding new users. A great alternative to product demo calls.
• A series of employee onboarding videos to help new employees get started with your product.

• Keep your customer onboarding videos short, crisp, and to the point. The underlying reason why we create videos is that they are quicker and easier to understand than reading lengthy text.
• Embed your videos within the product or service directly where your customers are. Do not navigate them to different platforms just to watch the video. This will distract your customers and lead to drop-offs in onboarding.
• Create onboarding videos in multiple languages that your customers speak. Embed onboarding videos personalized for your customer's locale and geography. A personalized onboarding experience leads to an increase in quicker time to value.

We all can agree that onboarding is one of the most critical steps in the entire customer lifecycle. Userpilot's customer onboarding statistics show that 74% of potential customers will switch to other solutions if the onboarding process is complex. Onboarding is a goldmine opportunity to bring new customers to speed and arm them with the product knowledge they need.

More and more SaaS businesses use an LMS (Learning Management System) to implement customer onboarding training. An LMS helps in the creation of onboarding content, courses, and learning paths.

The main advantage of using an LMS for onboarding is, it automates the onboarding process for a large scale of customers. There is no need to hire additional onboarding representatives. It offers onboarding content at scale and helps save time, effort, and overhead costs.