4 Successful SaaS Onboarding Strategies


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Onboarding SaaS users is a more complex process than product onboarding - engaging a customer for the duration of a service requires relationship-building skills. We dive deep into customer engagement psychology for this one.

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4 Successful SaaS Onboarding Strategies

  1. 1. 4 Successful SaaS Onboarding Strategies by iridize
  2. 2. The Data The face of Onboarding theory and practice is constantly changing with: Img source: africa @FreeDigitalPhotos.com iridize.com Design trends Technological innovations Further understanding of user needs
  3. 3. Some basic truths about onboarding remain the same since the dawn of technology… Cartoon from here iridize.com
  4. 4. But the more technological we get… …the more we need tools to help us cope with the massive amount of learning we need to cram into the same 24 -hour-day Img Src: pixtawan @ FreeDigitalPhotos.com iridize.com
  5. 5. After-Sale-Service Matters. A lot. iridize.com
  6. 6. Balance should be maintained between two parameters: How often do we REALLY understand what kind of software we are getting into, right at the beginning? Source: http://www.flickr.com/photos/29174632@N00/2208944056 iridize.com
  7. 7. Quite a few SaaS providers offer services with benefits that are more complicated to explain than “we do your laundry” or “we fix hardware”. iridize.com
  8. 8. Img source: http://www.flickr.com/photos/cblue98/7254347346/sizes/o/ Services like Customer Relationship Management apps or various productivity optimizers – cannot convey the richness of their vision through a demo video. iridize.com
  9. 9. Being there for an extensive period of time, walking the user through their process of getting familiar and comfortable with your service – it matters. iridize.com
  10. 10. Planning Expectation Management cautiously. iridize.com
  11. 11. Img source: Ambro @ FreeDigitalPhotos.com iridize.com While promising unlimited support to a new user is tempting, it also impossible to deliver.
  12. 12. Don’t be afraid to set boundaries: 1.You are running a business 2.Hearing a “No” will help your customers trust your “Yes”. iridize.com
  13. 13. Rolling up sleeves: The Hands-On approach iridize.com
  14. 14. We’ve said it before: different people have different learning mechanisms. Providing a plethora of learning tools wide enough to accommodate everyone, ever – is unrealistic. iridize.com
  15. 15. This helps process the webapp’s visual patterns, addressing the needs of Visual Learners in the process Provide self-service guidance that lets the eyes Tired user try out the software themselves, get their hands dirty and gain confidence in their ability to handle the software. iridize.com
  16. 16. Balancing Engagement with Un-intrusiveness iridize.com
  17. 17. The most delicate aspect of onboarding strategies. Where does the line draw? Can we make assumptions about other people’s personal sense of privacy? Cartoon from here iridize.com
  18. 18. Today, most SaaS users have a broader definition of digital privacy, thanks to: Facebook Online shopping GPS-based mobile apps iridize.com
  19. 19. Sophisticated applications are expected to know enough about the user so as to anticipate moves and accommodate preferences. Screen shot from Lifehacker iridize.com
  20. 20. Onboarding solutions that can pick up where the user left off or pop up for specific user groups – are greeted with appreciation. Welcome back! Would you like to resume the walkthrough where your left it? iridize.com
  21. 21. Why Hope That Was Helpful! We Iridize Mobile? Read more about onboarding solutions at blog.iridize.com Or request a demo at contact@iridize.com iridize.com
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