Educate customers and build a loyal buyer-seller relationship with the best SaaS customer onboarding software. Reduce customer churn and keep subscribers coming back.
Built to secure loyal customers and prevent customer churn, our customer onboarding software doesn't just work as an onboarding tool but as an ongoing resource for customer success teams.
Software-as-a-service (SaaS) companies face a fundamental challenge: customer churn. If your customers struggle to use your product or find the experience confusing and complicated, jumping to an alternative platform is easier than ever. The sooner you deliver value, the more customers you'll keep.
Digital sales rooms are a prime example of a customer onboarding platform, and are the dream solution. Functioning initially as a lead conversion system, it converts to a customer success and onboarding tool after you've closed the deal.
Features of top onboarding software
You never get a second chance to make a first impression. Your customer onboarding process sets the tone for all future interactions – that's why making a fantastic first impression matters.
Digital customer onboarding software helps streamline the process, reducing the endless email back-and-forth and the cumbersome PDF documents. Contained within a digital sales room, you can communicate in real-time, finish off the last steps of your mutual action plan, track buyer actions, and provide content (ranging from beginner to advanced) to ensure the client gets the most from your platform.
Personalisation at its core
This isn't just about slapping on a logo. It's about crafting a journey that adapts to each customer's behaviour, preferences, and history. Imagine an onboarding process that evolves based on user interaction, where content and interface dynamically adjust to meet individual customer needs, creating a truly unique experience for each user.
Mutual Action Plans
This feature is a game-changer. It's like having a GPS for customer onboarding. Both the customer and the provider have a clear roadmap of tasks, milestones, and objectives. This transparency not only builds trust but also accelerates the journey to value realisation, ensuring everyone's on track and in sync.
Dynamic content hubs
Think of these as your onboarding knowledge base on steroids. They're not just a dump of resources; they're smart, organised, and intuitive. Whether it's tutorials, FAQs, or product documentation, these hubs are designed to offer customers exactly what they need when they need it. Starting with beginner's guides, the content available transitions to harder concepts as customers learn more – building long-term brand loyalty.
Seamless system integrations
The software's power is multiplied when it seamlessly ties into your existing CRM, marketing, and sales ecosystems. This integration means customer data isn't just collected; it's put to work. Every interaction and every piece of data flows into a unified system, offering richer insights and a more cohesive customer experience.
Instant connect with real-time communication
We're talking about cutting-edge communication tools embedded right into the onboarding process. This feature brings the speed and convenience of instant messaging, the clarity of video calls, and the efficiency of in-app communication tools. It's about eliminating communication barriers, ensuring that help is just a click away, and fostering a sense of constant support and connection.
Benefits for SaaS companies
Customer churn is just one side of the problem. Losing customers to competitors hampers your growth, reduces each customer's lifetime value, and can even haemorrhage money (especially if you're spending more onboarding and converting customers than they generate).
According to KBCM Technology Group's 2023 SaaS survey (involving 150 private SaaS companies), the average customer churn rate is 13%. The reasons are simple: poor service experience, insufficient information, pricing issues, and a lack of engagement.
Customer success is the answer. SaaS companies developed the concept as a replacement for traditional customer service. Rather than waiting to hear from a customer, companies should ensure subscribers see value from day 1 of the onboarding process.
Greater customer loyalty
Loyalty isn't bought; it's earned. No matter how cheap your platform is compared to competitors, customers won't use it if it's clunky or confusing to use. Choosing the best client onboarding software is key to customer success. With a built-in content library and real-time communication tools, customers can quickly find the answers they need and feel supported at every step.
And, if they do hit a stumbling block, a member of your customer success team is waiting to help. When customers feel understood and supported, they're more likely to stay loyal to your brand.
Boost to customer lifetime value
Customer onboarding for SaaS companies helps customer loyalty soar. But that's not just about securing a monthly or annual subscription. It's about upselling over the long term.
It's easier to sell to an existing customer than a previous one. Your customer lifetime value (CLV) measures the total revenue a business can reasonably expect from a customer over the lifetime of the business relationship. The longer your customer continues to purchase from your company, the greater their lifetime revenue will be.
Moreover, by transitioning a lead conversion system into a SaaS customer onboarding platform, you help customers learn the more advanced aspects of your system. That means more potential subscribers for additional products or specialised features.
Skyrocketing platform engagement
Here's a fact: "fully engaged customers" represent a 23% premium in share of wallet, profitability, revenue, and relationship growth compared to the average customer, according to Gallup. And yet, only a quarter of US workers believe their organisations deliver on the promises made to customers.
That's hardly surprising. Attempting to use a new product or service without sufficient instructions is frustrating – especially when you've already paid. You're locked in. But with intuitive tutorial videos, how-to guides, and more contained in a single location, you have everything you need to succeed.
Little wonder almost ninety per cent of customers are more likely to make another purchase after a positive customer service experience.
Word-of-mouth marketing
A happy customer is your best advertisement. Impressed by your customer onboarding software and satisfied with your product or service, they're more likely to leave reviews, promote your company to future employers, and tell their friends and colleagues about it. Even today, word-of-mouth marketing has an outsized effect.
User experience and interface
Your SaaS customer onboarding software's user experience (UX) and interface (UI) are critical. Just like your product or service itself, if over-complicated and difficult to use, customers won't rely on it. But a stellar UX/UI doesn't just catch the eye – it makes navigation effortless and learning intuitive.
Digital sales rooms, for example, centralise all the relevant onboarding features in a simple microsite. Comprising a few key pages, the site guides customers through your platform without overwhelming them.
Interactive elements, such as clickable tooltips and guided walkthroughs, can further enhance the learning process, making it more engaging and less daunting.
Integration with existing systems
Your client onboarding software should integrate with other onboarding tools like CRM, sales platforms, marketing automation, and customer support systems. Create a cohesive ecosystem where your data and insights automatically filter through your tech stack.
The benefit? A more personalised onboarding experience.
For instance, integration with CRM systems can provide valuable insights into a customer's history and preferences, enabling the onboarding software to highlight the most relevant features or resources. Similarly, connecting with marketing automation tools can help in delivering targeted onboarding content based on the customer's stage in the sales funnel.
How top sales execs are onboarding faster with digital sales rooms
Do trumpet’s digital sales rooms help with SaaS client onboarding? Our customers seem to think so. Check out what our customers say:
Eola is a complete booking and management platform for experience providers. As a cutting-edge SaaS company, teaching clients to use the platform and start taking bookings immediately is key to success.
Their results blew us away.
"We saw a 78% decrease in onboarding time from 2 weeks to 3 days with trumpet," explained Chief Commercial Officer Will Koning. That's a 78% decrease!
Eola added links to the DSR into automated email campaigns, created personalised rooms for each buyer, and filled them with educational materials and how-to videos. Plus, armed with these DSRs, they closed 4 deals within 8 weeks using Trumpet.
As a volunteer management system, Volunteero wanted a platform that could help close deals and then onboard customers to their service. trumpet delivered!
We cut their sales cycle from 6 months to 4 months, and we also reduced the average client implementation time from 5 weeks to 3 weeks.
"The product has helped streamline our sales follow-ups and track engagement. In our customer success team, it helps keep all implementation resources in one place and is a vast improvement on the unwieldy email chains." - Ash Staines, CEO of Volunteero
With trumpet, you can share trackable action plans, interactive demos, educational content, best practices and more, all in one centralised space.
Get to know trumpet with our easy onboarding demo:
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