A business is nothing without customers. And customers won’t stick around if they don’t get the support they need when they first start using a product or service. This is where customer onboarding software can help. We understand that customer onboarding is a difficult process to get right. But that doesn’t make it any less important that it does it get done right – from the get-go. We’ve worked hard to address everything our new customers would need in our onboarding process. It’s our goal to ensure we give new customers the best experience possible. And we use our very own product, Process Street, to document this process and create a centralized hub for all customer onboarding knowledge. Here’s a guide to help you do the same.

1. 1/31
20 Best Customer Onboarding Software: Compare
Features, Reviews, Pricing
process.st/customer-onboarding-software
A business is nothing without customers. And customers won’t stick around if they don’t
get the support they need when they first start using a product or service. This is where
customer onboarding software can help.
We understand that customer onboarding is a difficult process to get right. But that
doesn’t make it any less important that it does it get done right – from the get-go.
We’ve worked hard to address everything our new customers would need in our
onboarding process. It’s our goal to ensure we give new customers the best experience
possible.
And we use our very own product, Process Street, to document this process and create a
centralized hub for all customer onboarding knowledge. Here’s a guide to help you do the
same.
Our top customer onboarding software selections
Process Street
Official Website Link: Process Street
Description
Process Street is a no-code process management platform that helps businesses create,
track, automate, and complete tasks to streamline processes and improve efficiency. It
offers AI-powered workflow design that adapts to unique operational needs, driving
productivity and growth.
Key Features
Task assignments
Approvals
Conditional logic
Automations
Scheduler
Groups
AI-powered workflows
Forms for data collection
Data sets for storing data
Pages for capturing and sharing standard operating procedures (SOPs)
Ideal For

2. 2/31
Businesses looking to streamline their processes, improve efficiency, and leverage the
power of AI.
Pricing
Process Street pricing page.
Customer Support
Process Street provides support, but specifics about their customer support availability
(e.g., 24/7, live chat, email) are not mentioned on the homepage.
Integrations
Process Street integrates with various tools including Salesforce, Slack, Microsoft Teams,
Google Sheets, Jira, DocuSign, HubSpot, Mailchimp, Stripe, Greenhouse, Zapier, Power
Automate, Google Forms, Airtable, BambooHR, Hireflix, Monday, and Workable.
Customer Reviews/Ratings
Pros and Cons
Pros:
Comprehensive set of features for process management,
Offers a free trial,
AI-powered workflows,
Wide range of integrations.
Cons:
Pricing details are not readily available on the homepage.
CommandBar
Official Website Link: CommandBar
Description
CommandBar is an AI-powered user assistance platform that combines in-app help,
natural language search, and non-annoying nudges. It allows users to make their help
docs, walkthrough videos, and blog posts searchable in-app, and to train a custom AI-
powered chatbot.
Key Features
In-app help
Natural language search
Non-annoying nudges
Custom AI-powered chatbot

3. 3/31
Integration with existing tools
Ideal For
Developers and product teams looking to improve user experience with in-app help and
AI-powered features.
Pricing
CommandBar pricing page.
Customer Support
CommandBar provides documentation for developers and product teams. However, the
specifics of their customer support availability (e.g., 24/7, live chat, email) are not
mentioned on the homepage.
Integrations
CommandBar integrates with several tools including Algolia, Appcues, Intercom,
Segment, WordPress, YouTube, and Zendesk.
Customer Reviews/Ratings
Pros and Cons
Pros:
AI-powered features,
Wide range of integrations,
In-app help and search.
Cons:
Customer support information is not readily available on the homepage.
UserGuiding
Official Website Link: UserGuiding
Description
UserGuiding is a platform that helps improve user onboarding by creating interactive
product walkthroughs. It allows for the creation of in-app experiences tailored to different
personas at different stages of their user journey.
Key Features
Interactive product walkthroughs
In-app experiences
User onboarding

4. 4/31
Feature adoption
Resource center
In-product messaging
Customer feedback
Onboarding checklists
Ideal For
Teams looking to improve user onboarding and feature adoption, and to collect customer
feedback.
Pricing
UserGuiding pricing page.
Customer Support
UserGuiding provides a help center and customer support, but specifics about their
customer support availability (e.g., 24/7, live chat, email) are not mentioned on the
homepage.
Integrations
Specific integrations are not mentioned on the homepage, but UserGuiding is designed to
work with various tools.
Customer Reviews/Ratings
Pros and Cons
Pros:
Easy to use,
Offers a free trial,
Provides a range of features for user onboarding and feature adoption.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Inline Manual
Official Website Link: Inline Manual
Description
Inline Manual is a Digital Adoption Platform that helps businesses create dynamic
walkthroughs, tooltips, surveys, and support articles to accelerate user adoption and drive
engagement. It is designed to guide users through applications, increase adoption and
conversion rates, reduce churn, and automate employee training.

5. 5/31
Key Features
Interactive walkthroughs
In-app announcements and tooltips
Hotspots for in-app notifications
In-app promotions and feedback collection
Automation of repetitive tasks
Analytics for content performance tracking
Version control and release management
Multilingual support
User segmentation and team collaboration
Ideal For
Businesses looking to improve user and employee onboarding, feature adoption, and in-
app support.
Pricing
Inline Manual pricing page.
Customer Support
Inline Manual provides a support portal, but specifics about their customer support
availability (e.g., 24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but Inline Manual is designed
to work with various tools.
Customer Reviews/Ratings
Pros and Cons
Pros:
Feature adoption,
In-app support,
Offers a free trial.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Whatfix
Official Website Link: Whatfix
Description

6. 6/31
Whatfix is a Digital Adoption Platform that empowers organizations and software users to
unlock the full potential of applications across web, desktop, and mobile interfaces. It
provides personalized onboarding, interactive guidance, and on-demand support in the
flow of work.
Key Features
Personalized onboarding
Interactive guidance
On-demand support
Product analytics
Content creation, aggregation, and management
In-app messaging
Digital transformation, change management, and remote training solutions
Ideal For
Organizations looking to improve user adoption, manage change efficiently, train remote
team members, and onboard new users or employees faster.
Pricing
Whatfix pricing page.
Customer Support
Whatfix provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but Whatfix is designed to
work with various tools.
Customer Reviews/Ratings
Pros and Cons
Pros:
Comprehensive set of features for digital adoption,
Offers a free trial,
High customer satisfaction.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Apty

7. 7/31
Official Website Link: Apty
Description
Apty is a Digital Adoption Platform designed to solve the unique challenges enterprises
face when trying to orchestrate people, processes, and technology. It enables employees
to use your technology, enforces business process compliance, and accelerates digital
transformation.
Key Features
Data-Driven Employee Training
Faster Support Resolution
Elimination of Transformation Challenges
Works with any web or mobile application
Integrates with all the apps you currently use
Ideal For
Enterprises looking to improve user adoption, manage change efficiently, train remote
team members, and onboard new users or employees faster.
Pricing
Apty pricing page.
Customer Support
Apty provides a customer support center, but specifics about their customer support
availability (e.g., 24/7, live chat, email) are not mentioned on the homepage.
Integrations
Apty works with any web or mobile application and integrates with all the apps you
currently use.
Customer Reviews/Ratings
Pros and Cons
Pros:
Comprehensive set of features for digital adoption,
Works with any web or mobile application,
Integrates with all the apps you currently use.
Cons:
Pricing details are not readily available on the homepage.
GuideCX

8. 8/31
Official Website Link: GuideCX
Description
GuideCX is a client onboarding and implementation software that helps businesses make
a good first impression on their customers by providing a shared workspace environment.
It is designed to improve customer experience, deliver projects faster, scale without
adding headcount, and decrease churn.
Key Features
Client onboarding
Project management
Task management
Workflow management
Complete control over visibility settings
No login required for participants
Automate project updates, tasks, and reminders
Ideal For
Businesses in various industries including SaaS, HealthTech, EdTech, AutoTech, and
FinTech, looking to improve their client onboarding process.
Pricing
GuideCX pricing page.
Customer Support
GuideCX provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but GuideCX is designed to
work with various tools.
Customer Reviews/Ratings
Pros and Cons
Pros:
Comprehensive set of features for client onboarding,
Offers a free trial,
No login required for participants.
Cons:

9. 9/31
Pricing details and specific integrations are not readily available on the homepage.
Userpilot
Official Website Link: Userpilot
Description
Userpilot is a product growth platform that helps product teams deliver personalized in-
app experiences to increase growth metrics at every stage of the user journey. It is
designed to help new and existing users discover more value, get qualitative user
feedback, and run in-product growth experiments.
Key Features
Personalized in-app experiences
Growth insights for tracking and analyzing product growth
Engagement layer for user discovery
User sentiment for collecting user feedback
Activation, adoption, retention, and expansion features
Ideal For
Product teams looking to increase growth metrics, boost feature adoption, reduce churn,
and unlock growth opportunities.
Pricing
Userpilot pricing page.
Customer Support
Userpilot provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but Userpilot is designed to
work with various tools.
Customer Reviews/Ratings
G2: 4.6 (212 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.6 (56 reviews)
Pros and Cons
Pros:
Comprehensive set of features for product growth,

10. 10/31
Offers a free trial,
Personalized in-app experiences.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
WalkMe
Official Website Link: WalkMe
Description
WalkMe is a Digital Adoption Platform that simplifies software usage for any type of user
across any application. It enables organizations to leverage data to take immediate action
to simplify user experiences across enterprise applications. It helps in reducing live
training, decreasing employee support tickets, and reducing time spent generating a
quote.
Key Features:
User onboarding
Change management
Employee training
Support
Data integrity
Employee productivity
Data-driven action to fix workflow issues
Personalized, simplified, and automated experiences
Ideal For
Businesses looking to simplify user experiences across enterprise applications, reduce
live training, decrease employee support tickets, and reduce time spent generating a
quote.
Pricing
WalkMe pricing page.
Customer Support
WalkMe provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but WalkMe is designed to
work with various tools.

11. 11/31
Customer Reviews/Ratings
G2: 4.5 (280 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.4 (62 reviews)
Pros and Cons
Pros:
Comprehensive set of features for digital adoption,
Data-driven action to fix workflow issues,
Personalized, simplified, and automated experiences.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Tallyfy
Official Website Link: Tallyfy
Description
Tallyfy is a workflow and process management platform that helps businesses automate
tasks between coworkers and clients. It allows for the capture and automation of every
process in a company without coding, flowcharts, or complexity. It is designed to reduce
busywork, eliminate stress at work, and integrate seamlessly with existing apps.
Key Features
Task assignments and automation
Approval workflows
Procedures and forms into trackable processes
Real-time status tracking
Powerful rules for task visibility
Integration with existing systems
Ideal For
Businesses looking to automate tasks, track progress, and streamline their processes.
Pricing
Tallyfy pricing page.
Customer Support
Tallyfy provides support, but specifics about their customer support availability (e.g., 24/7,
live chat, email) are not mentioned on the homepage.

12. 12/31
Integrations
Tallyfy integrates with existing systems, but specific integrations are not mentioned on the
homepage.
Customer Reviews/Ratings
G2: 5 (3 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.4 (11 reviews)
Pros and Cons
Pros:
Comprehensive set of features for workflow and process management,
Offers a free trial,
No coding or flowcharts required.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Userlane
Official Website Link: Userlane
Description
Userlane is a no-code Digital Adoption Platform used to measure how employees use
applications, identify areas for improvement, and offer real-time guidance directly within
any application. It is designed to help new and existing users discover more value, get
qualitative user feedback, and run in-product growth experiments.
Key Features
Real-time guidance within any application
User onboarding
Employee training and support
Customer support
Software adoption
Digital transformation
Customer onboarding
Ideal For
Businesses looking to improve user adoption, manage change efficiently, train remote
team members, and onboard new users or employees faster.
Pricing

13. 13/31
Userlane pricing page.
Customer Support
Userlane provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integration
Specific integrations are not mentioned on the homepage, but Userlane is designed to
work with various tools.
Customer Reviews/Ratings
G2: 4.7 (78 reviews)
TrustPilot: 3.8 (2 reviews)
Capterra: 4.5 (47 reviews)
Pros and Cons
Pros:
Comprehensive set of features for digital adoption,
Offers a demo,
Real-time guidance within any application.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
Wrike
Official Website Link: Wrike
Description
Wrike is a versatile and robust project management software that provides a platform to
manage projects, organize work, enhance collaboration, and accelerate execution across
all departments. It is designed to streamline work processes for maximum efficiency,
empowering teams across all departments to collaborate, manage projects, drive
strategic initiatives, and achieve goals.
Key Features
Task assignments and automation
Approval workflows
Real-time status tracking
Powerful rules for task visibility
Integration with existing systems
Customizable dashboards

14. 14/31
Proofing and approvals
Custom request forms
Range of work views
Intuitive automations
Ideal For
Businesses looking to streamline their processes, improve efficiency, and leverage the
power of automation.
Pricing
Wrike pricing page.
Customer Support
Wrike provides support, but specifics about their customer support availability (e.g., 24/7,
live chat, email) are not mentioned on the homepage.
Integrations
Wrike integrates with over 400+ popular apps including Microsoft, Google, Adobe, Slack,
Salesforce, Zoom, Tableau, Outlook, MS Excel, Dropbox, Okta, OneLogin, HubSpot, and
Jira.
Customer Reviews/Ratings
G2: 4.2 (3428 reviews)
TrustPilot: 2.8 (170 reviews)
Capterra: 4.3 (2467 reviews)
Pros and Cons
Pros:
Comprehensive set of features for project management,
Offers a free trial,
Wide range of integrations.
Cons:
Pricing details are not readily available on the homepage.
Freshdesk
Official Website Link: Freshdesk
Description

15. 15/31
Freshdesk is a customer service software that provides a platform to manage tickets,
automate workflows, and engage with customers in real-time. It is designed to handle any
and every customer issue with ease, scaling support experiences without scaling costs.
Key Features
Ticket management
Workflow automation
Real-time customer engagement
Support desk
Built-in telephony for easy conversations
Customer success features for growth and retention
Integration with modern messaging channels like WhatsApp, SMS, social, and more
Ideal For
Businesses looking to improve customer service, manage tickets and workflows, and
provide real-time customer engagement.
Pricing
Freshdesk pricing page.
Customer Support
Freshdesk provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations
Specific integrations are not mentioned on the homepage, but Freshdesk is designed to
work with various tools.
Customer Reviews/Ratings
G2: 4.4 (2826 reviews)
TrustPilot: 3.2 (278 reviews)
Capterra: 4.5 (3125 reviews)
Pros and Cons
Pros:
Comprehensive set of features for customer service,
Offers a free trial,
Real-time customer engagement.
Cons:
Pricing details and specific integrations are not readily available on the homepage.

16. 16/31
Intercom
Official Website Link: Intercom
Description
Intercom is a customer service solution that combines the power of automation and
human customer support. It helps businesses resolve issues faster and boost customer
satisfaction while reducing team workload. It offers a range of features including AI-
powered chatbots, automation tools, a shared inbox, proactive support tools, and
omnichannel messaging.
Key Features
AI-powered chatbots and automation tools
Shared inbox for team collaboration
Proactive support tools to resolve customer issues before they contact you
Omnichannel messaging across Messenger, email, SMS, and more
Customizable Messenger to match your brand
Reporting, customer data, behavioral data, custom actions, apps and integrations,
APIs and webhooks
Ideal For
Businesses looking to improve customer service, manage tickets and workflows, and
provide real-time customer engagement.
Pricing
Intercom pricing page.
Customer Support
Intercom provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.
Integrations: Intercom integrates with various tools, but specific integrations are not
mentioned on the homepage.
Customer Reviews/Ratings
G2: 4.5 (2751 reviews)
TrustPilot: 3.4 (403 reviews)
Capterra: 4.5 (976 reviews)
Pros and Cons
Pros:
Comprehensive set of features for customer service,
Offers a free trial,

17. 17/31
AI-powered chatbots and automation tools.
Cons:
Pricing details and specific integrations are not readily available on the homepage.
HubSpot
Official Website Link: HubSpot
Description
HubSpot is a CRM platform that provides a suite of software, integrations, and resources
to connect marketing, sales, content management, and customer service. It aims to grow
businesses by focusing on what matters most: the customers. HubSpot’s connected
platform enables businesses to grow faster by providing incredible insight into every
contact at each stage in their customer journey.
Key Features
Marketing automation
Sales software for closing deals and managing pipeline
Customer service software for connecting with customers and exceeding
expectations
Content management software for a personalized, secure experience
Operations software that syncs apps, cleans and curates customer data, and
automates processes
Commerce tools for easy quote or payment link sending, instant payment
acceptance, and streamlined tools and processes
Ideal For
Businesses looking to improve customer service, manage tickets and workflows, provide
real-time customer engagement, and streamline operations.
Pricing
HubSpot pricing page.
Customer Support
HubSpot provides 24/7 customer support via call, chat, or email. They also offer
onboarding services and free courses & certifications.
Integrations
HubSpot integrates with over 1,400+ apps, but specific integrations are not mentioned on
the homepage.
Customer Reviews/Ratings

18. 18/31
G2: 4.4 (2004 reviews)
TrustPilot: 3.5 (548 reviews)
Capterra: 4.5 (3739 reviews)
Pros and Cons
Pros:
Comprehensive set of features for CRM,
Offers a free trial, wide range of integrations,
24/7 customer support.
Cons:
Pricing details are not readily available on the homepage.
Salesforce
Official Website Link: Salesforce
Description
Salesforce is a comprehensive CRM platform that unifies marketing, sales, service,
commerce, and IT. It aims to personalize every experience along the customer journey
with the Customer 360. Salesforce provides a platform to connect with customers in a
whole new way, offering solutions to modernize businesses, save time, and lower costs.
Key Features
Marketing automation
Sales software for closing deals and managing pipeline
Service software for customer service and support
Commerce cloud for creating seamless shopping experiences
IT service for building and managing apps
Integration services for connecting any app, data, or device
Analytics for exploring data and getting insights
Ideal For
Businesses of all sizes looking to improve customer service, manage tickets and
workflows, provide real-time customer engagement, and streamline operations.
Pricing
Salesforce pricing page.
Customer Support
Salesforce provides support, but specifics about their customer support availability (e.g.,
24/7, live chat, email) are not mentioned on the homepage.

19. 19/31
Integrations
Salesforce integrates with various tools, but specific integrations are not mentioned on
the homepage.
Customer Reviews/Ratings
G2: 4.4 (1324 reviews)
TrustPilot: 1.4 (355 reviews)
Capterra: 4.3 (272 reviews)
Pros and Cons
Pros:
Comprehensive set of features for CRM,
Offers a free trial,
Wide range of integrations.
Cons:
Pricing can be high for small businesses,
Specific customer support details and integrations are not readily available on the
homepage.
monday.com
Official Website Link: monday.com
Description
monday.com Work OS is an open platform where anyone can create the tools they need
to run every aspect of their work. The platform is designed to boost team alignment,
efficiency, and productivity by customizing any workflow to fit your needs. It allows you to
centralize all your work, processes, tools, and files into one Work OS, connecting teams,
bridging silos, and maintaining one source of truth across your organization.
Key Features
Centralized work, processes, tools, and files
Customizable workflows
Collaboration tools for organization-wide use
Real-time notifications
Customizable dashboards for a high-level overview of your organization
Building blocks for easy workflow creation
Ideal For
Businesses of all sizes looking to improve team alignment, efficiency, and productivity.

20. 20/31
Pricing
monday.com pricing page.
Customer Support
monday.com offers 24/7 support with a 2-hour average response time.
Integrations
Specific integrations are not mentioned on the homepage.
Customer Reviews/Ratings
G2: 4.7 (8743 reviews)
TrustPilot: 3.9 (3036 reviews)
Capterra: 4.6 (4093 reviews)
Pros and Cons
Pros:
Comprehensive set of features for work management,
Offers a free plan,
Wide range of customizability,
24/7 customer support.
Cons:
Bugs with Gantt chart views and mobile app alignment,
No Google Drive integration,
Lacks undo function.
Userlist
Official Website Link: Userlist
Description
Userlist is a customer messaging tool for SaaS companies. It allows you to send
onboarding emails, time-based one-off messages, and behavior-based campaigns.
Userlist also provides user segmentation based on their behavior and properties.
Key Features
Marketing and lifecycle email
In-app messages
User segmentation
Behavior-based campaigns
Broadcasts
Signup forms

21. 21/31
Message performance reporting
Ideal For
SaaS companies looking for a tool to handle both marketing leads and customers within
the same tool.
Pricing
Userlist pricing page.
Customer Support
Userlist provides regular customer support for the Basic plan and premium support for the
Professional plan.
Integrations
Specific integrations are not mentioned on the homepage.
Customer Reviews/Ratings
G2: 5 (1 review)
TrustPilot: 0 (0 reviews)
Capterra: 5 (6 reviews)
Pros and Cons:
Pros:
Comprehensive set of features for customer messaging,
Offers a free 14-day trial,
User segmentation and behavior-based campaigns.
Cons:
Not user-friendly.
Jotform
Official Website Link: Jotform
Description
Jotform is an online form builder that allows users to create professional-looking forms
with no coding required. It uses conditional logic, accepts payments, generates reports,
and automates workflows. However, more specific information is needed to see if this
product is a good fit.
Key Features
Drag-and-drop form builder

22. 22/31
Conditional logic
Payment acceptance
Report generation
Workflow automation
Ideal For
Businesses of all sizes that need to create forms for registrations, applications, orders,
and payments.
Pricing
Jotform pricing page.
Customer Support
Jotform provides a user guide, webinars, and options to report abuse or copyright issues.
However, the specifics of their customer support availability (e.g., 24/7, live chat, email)
are not mentioned on the homepage.
Integrations
Jotform integrates with over 150+ business apps, including email marketing services,
project management boards, CRMs, and cloud storage apps.
Customer Reviews/Ratings
G2: 4.7 (1,981 reviews)
TrustPilot: 4.1 (773 reviews)
Capterra: 4.6 (1,527 reviews)
Pros and Cons
Pros:
Easy to use with no coding required
Wide range of integrations,
Accepts payments.
Cons:
Specifics about customer support are not readily available on the homepage.
Clustdoc
Official Website Link: Clustdoc
Description

23. 23/31
Clustdoc is a client onboarding software that enables companies to create and implement
industry-specific client onboarding workflows without requiring any coding. It is designed
to streamline the collection and management of forms, documents, eSignatures,
payments, and essential information, all in one secure location.
Key Features
Onboarding flows library
Forms and File Requests
Tasks and Todos
Online Payments
Legal eSignatures
Approval workflows
Secure inbox system
Audit trail and Reporting
Ideal For
Companies in various industries including financial services, real estate, legal services,
administration, consulting, and insurance.
Pricing
Clustdoc pricing page.
Customer Support
I’ve contacted Clustdoc to ask them what customer support options they offer & will
update this post when I hear back.
Integrations
No-code: Clustdoc integrates with many business process apps via Zapier, Make
(previously Integromat), Glances, and Pabbly Connect. You can read more on Clustdoc’s
integrations page.
Developer: Clustdoc’s API and Webhooks features offer more advanced integrations.
Customer Reviews/Ratings
Pros and Cons
Pros:
Comprehensive set of features for client onboarding,
Offers a free trial,
Ability to create multiple client onboarding templates and run them simultaneously,
Integrations.
Cons:

24. 24/31
No mobile app,
Advanced features paywalled,
High price.
What is customer onboarding software?
Customer onboarding software is specifically designed to help customer success teams
efficiently transition customers from potential leads to active users.
This software creates a centralized hub where all onboarding documentation can be used
whenever a new sales prospect becomes an active customer.
Customer success employees can then follow this onboarding process through the
software, making it easier to perform.
Providing a good customer onboarding experience is crucial for retention, and using
effective software makes it easy to deliver this stellar customer experience.
Why is customer onboarding software important?
90% of customers believe that companies can provide better onboarding
experiences.
Two-thirds of a customer’s decision about whether they remain with a vendor or not
depends on the support they receive shortly after making a purchase.
86% of customers state that they’re likely to remain loyal to businesses that provide
support to users after an initial purchase.
After considering these statistics, it’s easy to see why delivering a good onboarding
experience is so important. That doesn’t mean onboarding is an easy process.
Customer onboarding software makes the process more straightforward and helps
decrease the workload on your customer success team. Onboarding comes with
extensive tasks that all need to be done in a specific order.
Software helps you track this task completion and ensures everything is followed in the
right order for a consistent and efficient experience.
Highlight and automate your recurring tasks for a more streamlined experience. This
savesyou time and reduces the risk of human error.
All-in-all, your employees can spend more time building a strong rapport with your
customers and delivering a personalized onboarding experience.
Signs you need customer onboarding software: Is it right for you?
You might already have a customer onboarding process in place. But you might not see
the necessity in using software to enhance this customer onboarding experience.

25. 25/31
Here are some clear indications that your business is ready to use customer onboarding
software.
You have multiple onboarding guides (in different places)
Through onboarding your new customers, your team has found that they have a wide
range of learning styles. For this reason, your team has created varied onboarding
content to help these customers understand your product.
This onboarding content is in the form of audio formats, text, and video and can be
accessed in different libraries. These include your help center, knowledge case content,
blog, or Youtube channel.
Because this trail of content is long, it becomes tedious to update. This makes it difficult to
keep track of crucial metrics based on your user’s journey.
Modern customer onboarding software provides flexible content hosting, supports
multiple content formats, and allows on-demand training capabilities. This ensures all
your onboarding content is available in a central location and your user’s journey can be
tracked through the software.
You don’t have the capacity to offer 1-on-1 training to your new
customers
It’s typical for customer success teams to schedule training calls to educate new users on
their products. This is definitely an efficient way to offer a personalized onboarding
experience if the customer load is small. However, it’s impossible to scale over time.
Manual training comes with its own set of difficulties. Knowledge is challenging to convey
through scheduled calls. Scheduling conflicts may hinder participation. It can also lead to
inconsistent customer onboarding results.
A better alternative is to provide various pre-made training that can be delivered instantly
regardless of instructor availability or time zones. This can be done with customer
onboarding software. On-demand training is more cost-efficient when you consider the
resource and time perspective.
With customer onboarding software, training materials can be updated through the
platform and its customization functionality can be used to cater to different user needs.
Tech support tickets have increased
Support inquiries grow if customers aren’t sure about how to use your product. This
results in the customer support team’s workload increasing.
If this is the case, customer onboarding software can play a significant role in reducing
this workload. New users will have access to all the information they need to start using
your product.

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Through customer onboarding software, each user follows a process that gets them
acquainted with the product while customer success teams can then track the user’s
journey.
You’re reply on customer journey systems (but none support onboarding)
Many businesses use customer relationship management and marketing automation
tools to maximize their customer experience. However, none of these systems are
designed to accommodate customer onboarding.
When you adopt customer onboarding software, you can integrate it with your customer
relationship management (CRM) system, which leads to a more efficient experience.
Customer success teams have a better understanding of their user journey and other
metrics relating to successful onboarding.
By integrating training with CRM, customer success teams gain valuable insight that can
measure the impact of their programs related to customer retention and product
adoption.
Must-have features of customer onboarding software
Before you decide on a customer onboarding software tool, you want to consider these
features:
Media additions can be uploaded
You want your onboarding process to be as interactive as possible. This means using a
customer onboarding software that allows you to easily add media within a process. No-
code is the way to go in this case.
Your chosen customer onboarding software should allow you to add onboarding videos
and other materials that can be used to make your process more engaging. These
interactive on-screen tutorials help your customers see how to use your product or
service.
Reporting and analytics
Analyics are vital for your customer onboarding process as this data can help you make
data-drive decisions when it comes to improving overall experience. When you have
access to accurate reports, you can:
Stimulate interaction with customers
Highlight cross-selling and up-selling opportunities
Improve retention rates
Market new services to your existing customer base
Simplify your user experience
Access to an onboarding community

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You want a customer onboarding software solution that helps you connect with like-
minded people.
This community can help you improve your onboarding process through brainstorming
sessions, workshops, and other events nurtured by your software provider.
Using a software that has an active community of users is an excellent way for you to
learn more about the product from people who are also users.
Improvement and continuous updating plans
This is one of the most crucial features of any customer onboarding software. Your
onboarding software should offer continuous improvement to meet new changes related
to user behaviors and trends.
Instead of showcasing plans, it should have a history of continuous improvement. This
way, you know your chosen vendor doesn’t just make plans and promises. It actually
follows through.
This will ensure you’re working to the most efficient level possible. Otherwise, if your
vendor isn’t dedicated to improving their product, you’ll likely be left with an outdated
software tool.
What to look for in a customer onboarding software vendor
When it comes to choosing a customer onboarding software vendor, you should take this
criteria into consideration:
User interface (UI)
You want a software tool that’s easy to understand. That means its user interface should
have clear designs and navigation. When you have an effective interface, your team won’t
have to waste time trying to navigate the software.
Price vs. value
You don’t want to be paying for things you aren’t using. It’s important to understand what
you wish to use from a certain onboarding software and what isn’t needed. That way, you
can find a package plan that fits your needs (and your budget).
Integrations
Essentially, you want a customer onboarding software tool that lets you integrate with
other automation or productivity tools in your tech stack to reduce data entry and create a
more centralized knowledge base.
5 tips to get the most out of your customer onboarding software

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Introducing new software can be challenging. In order for you to see real results, you
need to make sure this transition is as soon as possible. It’s tricky business but that
doesn’t mean it’s impossible.
Here are 5 tips to help you get the most out of introducing customer onboarding software
to your company:
Expect apprehension
To start, you need to expect there to be apprehension when you introduce customer
onboarding software. It’s normal for employees to fear the unknown, especially when the
older way has been around for a while.
Understand why your employees might be nervous about transitioning to customer
onboarding software.
As a best practice, you want to assume the best case scenario. Instead of viewing your
employees as uncooperative or lazy, get to the underlying anxieties they have.
There are two common reasons for employees being apprehensive:
They don’t see how it will benefit them personally
They’re worried about being replaced by the software
They’re nervous about learning to use the software
They don’t understand how the new way is better than the old
They don’t realize how it will benefit the company long-term
Understanding what is the cause for your employees apprehension is the first step to
addressing it.
Share the customer onboarding process with your employees
You shouldn’t downplay the complexity of transitioning to a customer onboarding software
tool. Instead, assure your customer success team that you understand the difficulty of this
change.
But also enforce the benefits that comes along with using it. This way, no one feels as
though they’re expected to become an expert at this new system overnight. But they’re
also motivated to learn and gain these advantages.
Here’s a simple process you can use when introducing a new customer onboarding tool
into your organization:
1. Announce that customer onboarding software will be implemented into the
organization (and why you’re making this transition).
2. Schedule a meeting with your customer success team to introduce and discuss the
new tool.

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3. Demonstrate how this new tool will be used. Someone who really knows how to use
the tool should do this demonstration as any fumbling will cause uncertainty around
the tool.
4. Be open to discussion and address any questions or concerns your employees
might have.
5. Let everyone start playing around with the tool before you make the switch.
6. Implement the new customer onboarding software.
7. Ask for feedback from your employees. This could be anonymously if you believe
that would be best but it will depend between organizations.
8. Make regular check-ins with your customer success team to understand if there are
any problems.
You should also share this process with your employees so you’re transparent about what
they can expect.
Describe the personal advantages of using this customer onboarding
software
Before your employees will buy in to the new system, they need to understand how it
benefits them. One of the reasons for implementing this customer onboarding software is
to make your employees’ work easier. You need to describe how this software will do
exactly that.
You’ve probably already got a great, motivated team who want to:
Gain useful new skills
Feel appreciated by their colleagues and leaders
Be productive and an asset to the team
The goal would be to explain how your new customer onboarding software can help them
achieve this. For example:
Customer onboarding software eliminating time-consuming and repetitive tasks,
allowing employees to get more work done quicker.
Learning comes from understanding how to work the new customer onboarding
tool, which is an excellent way to offer on-the-job training to your employees.
Customer onboarding software allows collaboration to happen more efficiently,
which will benefit the entire organization and won’t go unnoticed by management.
Highlight the company-wide advantages
When you introduce customer onboarding software, you want to address one of the most
common questions:
“How is this solution better than what we’ve been doing before?”

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Even if your employees don’t ask this question, they will be thinking about it so address it
from the get-go. After all, it’s a fair point. Why even switch if the new solution isn’t
distinctly better?
You want to clearly communicate what advantages come with using the new customer
onboarding software.
Here are two considerations to make:
Your new solution might have functionalities that you previously didn’t have access
to
Pain points you previously had (and how the customer onboarding software wipes
these away)
Here’s an example:
You use Gmail for your customer onboarding process. The problem is that multiple
employees can end up replying to the same user because there isn’t a clear record of
ownership.
In Process Street, you can see which team member is responsible for what thanks to its
role and task assignments.
Explain what high level business metrics and goals are affected by the
customer onboarding software
Efficient customer support is invaluable for both customer loyalty and the organization’s
bottomline. The Harvard Business Review found that customers with great past
experiences with a company spent 140% more than customers with poor company
experiences.
And what is the first company experience your customers have?
Their initial onboarding.
That means a more efficient customer onboarding experience equates to more money for
your company. The next step would then be to showcase how your new customer
onboarding software can support these vital experiences:
Innovative automations streamline the process and free up time for employees to
spend building relationships with their customers
Smarter, more accurate analytics offer a clearer overview of what has been done
and help make more informed decisions
Easy visibility helps make collaboration more efficient and ensures everyone knows
what they’re responsible for
Effective customer onboarding is the secret to low churn

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When you’re providing your new customers with the support they need, you’re making
them feel appreciated and seen. Far too often, customers feel like a number with a fat
wallet – that companies couldn’t care less about their experience.
By investing in your customer onboarding process, you’re telling your customers that this
isn’t the case. And in doing so, you win over their loyalty. Customer onboarding software
enables you get your ducks in a row to ensure you deliver this stellar customer
experience.
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