Methods to Optimize the Consumer Onboarding Funnel for SaaS


A SaaS (Software program as a Service) Consumer Onboarding Funnel is a structured course of designed to information new customers from their preliminary interplay with a SaaS product to turning into proficient and engaged customers.

This funnel differs from a advertising funnel, which focuses on changing leads into clients. The person onboarding funnel is particularly concerning the person’s journey after they’ve signed up for the software program.

What are the levels of a SaaS Consumer Onboarding Funnel?

  • Welcome and Account Setup: This is step one the place customers are welcomed to the software program and guided by means of organising their account. This will embody filling in private particulars, setting preferences, or a fundamental tutorial of the software program.
  • Preliminary Engagement: At this stage, customers begin interacting with the core options of the product. The purpose right here is to assist them obtain their first ‘fast win’ or see the worth of the product as rapidly as attainable.
  • Characteristic Discovery: Customers are inspired to discover and use extra superior or much less apparent options of the product. This could possibly be by means of guided excursions, tooltips, or focused emails primarily based on their utilization patterns.
  • Proficiency: Customers develop into extra comfy and expert in utilizing the product. That is typically facilitated by means of extra in-depth sources like webinars, superior tutorials, or neighborhood boards.
  • Routine Use: The product turns into part of the person’s common workflow or routine. The person has now totally built-in the software program into their every day duties and operations.
  • Loyalty and Advocacy: Within the closing stage, glad customers develop into loyal to the product and will advocate it to others, turning into advocates for the software program.

Earlier than you go on to optimizing your person onboarding funnel, you will have to map the person journey.

Mapping the Consumer Onboarding Funnel for a SaaS (Software program as a Service) product means creating an in depth plan or framework that outlines the journey a brand new person takes from the second they first join your service to turning into a proficient and common person.

Key components of mapping the person onboarding funnel

  • Understanding Consumer Objectives and Wants: Figuring out what new customers are hoping to realize together with your product, what challenges they could face, and what motivates them. This understanding is essential for making a related and efficient onboarding expertise.
  • Figuring out Key Actions and Milestones: Figuring out the important actions or steps customers have to take to efficiently use your product. These are the milestones that will likely be highlighted and inspired all through the onboarding course of.
  • Designing the Consumer Journey: This entails plotting out the sequence of interactions or experiences a person may have as they begin utilizing your product. It contains every little thing from the preliminary welcome message, by means of to tutorials, prompts to attempt options, and ongoing help and engagement methods.
  • Creating Instructional and Help Supplies: Develop sources like tutorials, guides, FAQ sections, and help programs that can assist customers at every stage of their journey.
  • Incorporating Suggestions Mechanisms: Organising methods to assemble suggestions from customers all through the onboarding course of, permitting you to constantly enhance and tailor the onboarding expertise.
  • Organising Monitoring and Analytics: Implementing instruments and metrics to trace person progress by means of the onboarding funnel, which helps in understanding person habits and figuring out areas for enchancment.

Methods to enhance the onboarding course of and enhance conversions from person to paying buyer.

1— Simplify and optimize the sign-up course of

Scale back the variety of fields within the sign-up type to solely important info. Think about using social media logins to hurry up the method.

When you’re working a mission administration instrument, ask just for the person’s title, e-mail, and password. Optionally, enable customers to enroll utilizing their Google or LinkedIn accounts for faster entry.

2— Supply tailor-made onboarding primarily based on person segments

Phase your customers primarily based on their roles, enterprise dimension, or trade and supply custom-made onboarding experiences for every phase. This might contain displaying completely different introductory tutorials or highlighting related options.

For instance, Canva asks questions on onboarding to phase customers—


For CRM software program, a small enterprise proprietor would possibly see a walkthrough specializing in contact administration and gross sales monitoring, whereas an enterprise supervisor could be proven options for group collaboration and large-scale knowledge analytics.

3— Supply incentives for early engagement:

Encourage new customers to interact extra deeply together with your product by providing incentives. This could possibly be within the type of prolonged trial durations, reductions on subscription plans, or entry to premium options for a restricted time.

For instance, for a cloud storage service, you can supply a further 10GB of storage for the primary month if the person completes the onboarding course of and uploads a specific amount of information throughout the first week. This encourages customers not solely to finish the onboarding but additionally to begin utilizing the service actively, rising the probability of conversion to a paying buyer.

4— Arrange self-service help

Create an in depth and searchable data base that covers all facets of your product. This could embody FAQs, how-to guides, troubleshooting articles, and greatest practices. Embed your onboarding product excursions inside this useful resource heart in order that customers can entry them anytime. This reiterative method acknowledges that onboarding will not be a one-time occasion however a steady studying journey.

Use interactive guides and tooltips inside your utility to supply real-time, contextual assist. These guides could be triggered primarily based on the person’s actions or the web page they’re on.

Deploy a chatbot in your web site and inside your product interface to reply widespread queries immediately. Guarantee it is built-in together with your data base for correct responses.

For instance, a chatbot in your service’s homepage can reply fundamental questions on pricing, options, or troubleshooting, guiding customers to related data base articles or escalating to human help when obligatory.

Repeatedly replace your self-service instruments with new content material and enhancements primarily based on person suggestions and product updates. Commonly analyze utilization knowledge to establish gaps or incessantly requested questions that aren’t adequately addressed.

5— Implement progressive engagement with gamification components.

Break down the person’s journey into smaller, manageable duties or milestones. These must be designed to regularly introduce customers to extra complicated options of your product.

Introduce rewards for finishing sure duties or milestones. These could be within the type of badges, factors, or unlocking superior options.

Supply prompt suggestions as customers full duties. This could possibly be by means of visible cues, congratulatory messages, or progress bars.

If relevant, introduce components that enable customers to check their progress with others or share their achievements on social platforms.

By integrating these gamification components into your onboarding course of, you make the educational curve extra partaking and fulfilling. This method can result in elevated person retention and a extra profound understanding of your product’s capabilities.


Keep in mind, the purpose of onboarding is not only to introduce your product, however to make sure customers acknowledge its worth and combine it seamlessly into their every day workflow.

For companies seeking to elevate their person onboarding course of, searching for professional steerage could be a game-changer. That is the place Inturact, a specialised SaaS person onboarding company, comes into the image.

Inturact combines deep SaaS experience with a data-driven method to tailor onboarding methods that resonate together with your person base. Our focus is on creating partaking, user-centric onboarding experiences that may assist bridge the hole between person sign-up and dependable, long-term buyer engagement. Whether or not you are seeking to refine an present onboarding course of or construct one from the bottom up, Inturact can present the insights and methods essential to make your person onboarding journey a convincing success. Schedule a name with us at present.


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