5 High Person Onboarding Challenges in B2B Software program


Theoretically, You may do all the pieces right in creating your person onboarding however there may nonetheless be some challenges in your technique to creating an onboarding that has some frictions, and challenges.

On this weblog, we’ll dive into the 5 prime challenges you may encounter through the person onboarding course of and discover efficient methods to deal with them head-on. Whether or not you are refining an present system or constructing one from scratch, these insights intention to information you in the direction of creating an onboarding expertise that resonates together with your customers and improves retention charge in your product.

1— Customers ignoring your onboarding emails

One of many main challenges in B2B software program person onboarding is coping with customers who ignore your onboarding emails. It is a essential situation as a result of these emails are sometimes step one in educating new customers about your product, guiding them by important options, and setting the tone for his or her total person expertise.

Onboarding emails could also be missed for a number of causes.

Customers could be inundated with emails day by day, resulting in yours being misplaced within the shuffle. Alternatively, the content material is probably not participating or related sufficient to catch their consideration. Generally, it is also potential that these emails get filtered into spam or promotions folders.

How will you deal with this?

Conduct thorough analysis to grasp the wants, behaviors, and preferences of your goal customers. This might contain person interviews, surveys, and analyzing person interplay knowledge. The purpose is to achieve insights into why customers could be overlooking your onboarding emails and what sort of communication could be simpler for them.

Onboarding emails shouldn’t be an remoted a part of the person journey; they must be built-in right into a broader engagement technique. This might imply synchronizing e-mail communication with in-app steering, aligning it with person milestones, and making certain that it enhances different touchpoints like buyer help, webinars, and coaching classes.

Spend money on applied sciences and processes that enable for personalization at scale. This might imply utilizing AI and machine studying to customise onboarding emails primarily based on person conduct or segmenting customers extra successfully to make sure that communications are extremely related.

2— Prolonged onboarding course of

B2B software program usually has advanced options tailor-made to particular enterprise wants. An intensive onboarding course of could be essential to cowl all points of the software program, however it could overwhelm new customers.

Enterprise customers are sometimes time-poor. A prolonged onboarding course of will be seen as a major time funding, which could not at all times be possible for busy professionals.

Customers of B2B software program can have various ranges of technical proficiency, making a one-size-fits-all onboarding course of inefficient for some whereas inadequate for others.

The problem of a prolonged onboarding course of in B2B software program is important, as it could result in person frustration, decreased engagement, and finally, greater churn charges.

Within the B2B context, the place options are sometimes advanced and multifaceted, it is essential to strike a steadiness between thoroughness and effectivity within the onboarding course of.

Strategic Options:

  • Streamline the Course of: Evaluation and streamline the onboarding course of to get rid of any pointless steps. Give attention to essentially the most essential options that customers must get began and be certain that every step provides clear worth.
  • Segmentation and Customization: Phase customers primarily based on their roles, trade, or expertise degree and customise the onboarding course of for every phase. This permits for extra focused and related onboarding, which will be extra environment friendly and interesting.
  • Leverage Progressive Onboarding: Introduce core options initially and step by step information customers to extra superior options. This staged method helps in lowering preliminary overwhelm and permits customers to study at their very own tempo.
  • Use Combined Media and Interactive Parts: Incorporate a mixture of media (movies, infographics, interactive tutorials) to make the onboarding course of extra participating and fewer time-consuming than conventional text-heavy guides.

3— No worth realization

Generally, the complexity of B2B software program overshadows its core worth propositions, making it onerous for customers to rapidly notice the tangible advantages, resulting in disengagement and doubtlessly greater churn charges. Within the B2B context, the place software program options are sometimes advanced and the expectation for ROI is excessive, addressing this problem is paramount.

Learn how to resolve for this:

Strategic Approaches to Handle the Problem:

  • Early and Clear Worth Demonstration: Give attention to demonstrating the worth of your software program as early as potential within the onboarding course of. This may be achieved by highlighting fast wins or exhibiting fast enhancements in a course of that the software program facilitates.
  • Custom-made Onboarding Journeys: Create personalised onboarding experiences that immediately tackle the particular enterprise challenges and objectives of every person or person phase. Tailoring the expertise helps in showcasing the software program’s worth within the context most related to the person.
  • Use Case Centered Coaching: Present coaching and assets centered on particular use instances that resonate together with your customers’ enterprise wants. This sensible method helps in illustrating the software program’s effectiveness in fixing real-world issues.
  • Suggestions Loops and Adaptation: Incorporate steady suggestions loops through the onboarding course of to grasp person expectations and perceptions of worth. Use this suggestions to adapt and enhance the onboarding expertise regularly.
  • Success Metrics and Milestones: Outline and talk clear success metrics and milestones that customers can anticipate to attain. This helps in setting lifelike expectations and supplies a tangible measure of the software program’s worth.

4— Overload of points on buyer help

New customers typically have many questions and should encounter difficulties requiring help. This may be intensified in B2B environments the place software program complexity and customization wants are greater.

If self-help assets are missing or not simply accessible, customers usually tend to flip to buyer help for even minor points. And an onboarding course of that does not successfully educate customers in regards to the software program’s options and utilization can result in an elevated reliance on buyer help.

Concepts to deal with this problem:

  • Improve Self-Service Choices: Develop complete and user-friendly self-service assets comparable to data bases, FAQs, and tutorial movies. Making these assets simply accessible can considerably scale back the reliance on buyer help.
  • Optimize the Onboarding Course of: Streamline the onboarding course of to make sure it is intuitive and informative. Give attention to offering clear steering on widespread queries and challenges confronted by new customers.
  • Implement Automated Assist Instruments: Make the most of chatbots and AI-driven help instruments to deal with widespread queries and points. These instruments can present fast responses to fundamental questions, releasing up human help brokers for extra advanced points.
  • Predictive Assist: Leverage knowledge analytics to determine widespread challenges and questions amongst new customers. Proactively tackle these areas within the onboarding course of or by focused communications.
  • Group Constructing: Encourage the event of a person neighborhood, comparable to boards or person teams, the place customers can search recommendation and share options. Peer-to-peer help will be an efficient technique to scale back the load on formal help channels.
  • Scalable Assist Workforce Construction: Make sure that the client help workforce is scalable and may flexibly alter to various calls for. This will contain cross-training workers, hiring momentary help throughout peak instances, or outsourcing sure help capabilities.

5— Low function adoption

The problem of low function adoption happens when customers don’t totally make the most of the vary of options provided by the software program, typically sticking to fundamental functionalities. This underutilization can result in a scarcity of engagement, diminished perceived worth, and finally, the next probability of churn.

Customers might really feel overwhelmed by the sheer variety of options, particularly if they’re advanced, resulting in avoidance or sticking to what they know.

They might additionally understand some options as irrelevant to their wants, particularly if the advantages of those options aren’t clearly communicated.

Strategic Approaches to Handle Low Characteristic Adoption:

  • Segmented and Customized Onboarding: Create a personalised onboarding expertise that introduces options related to every person’s particular wants and roles. This segmented method ensures customers see the worth and applicability of options of their context.
  • Progressive Characteristic Introduction: As an alternative of presenting all options without delay, step by step introduce them over time. This may be aligned with the person’s rising familiarity with the software program, lowering the sensation of being overwhelmed.
  • Use Case Demonstrations: Clearly display how completely different options will be utilized in real-life situations which can be related to the person. This sensible method helps customers perceive the utility of assorted options.
  • Gamification and Incentivization: Incorporate parts of gamification, comparable to badges, progress trackers, or rewards, to encourage exploration and adoption of various options.
  • Person Suggestions and Customization: Accumulate and act on person suggestions to repeatedly enhance options and their presentation throughout onboarding. Enable for some degree of customization or function tweaking to swimsuit various person wants.
  • Partaking and Interactive Studying Supplies: Use participating, interactive tutorials, and hands-on coaching classes to show customers about completely different options. This makes the training course of simpler and memorable


Replicate on these challenges and assess how they manifest in your individual onboarding course of. Which of those resonates most together with your present expertise? Are there particular areas the place your course of might be extra user-centric or environment friendly? This introspection is step one towards significant enchancment.

For these looking for skilled steering and tailor-made options, Inturact is right here to help. Our company makes a speciality of optimizing person onboarding for B2B software program, making certain that your customers not solely notice the total potential of your product however grow to be its advocates. With our experience, you’ll be able to rework your onboarding course of into a robust device for person retention and satisfaction. Schedule a name with us right here.

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