20 Best Customer Onboarding Software: Compare Features, Reviews, Pricing

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

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

G2: 4.6 (378 reviews)
TrustPilot: 3.8 (2 reviews)
Capterra: 4.7 (590 reviews)

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
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

G2: 5 (89 reviews)
TrustPilot: 3.7 (1 review)
Capterra: 4.9 (9 reviews)

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
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

G2: 4.7 (145 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.7 (51 reviews)

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.

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

G2: 4.6 (22 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.3 (3 reviews)

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

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

G2: 4.6 (276 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.6 (75 reviews)

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

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

G2: 4.7 (125 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 5 (10 reviews)

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

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

G2: 4.7 (296 reviews)
TrustPilot: 0 (0 reviews)
Capterra: 4.6 (29 reviews)

Pros and Cons

Pros:

Comprehensive set of features for client onboarding,
Offers a free trial,
No login required for participants.

Cons:

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,
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.

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.

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

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
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

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.

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,
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

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.

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.

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
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
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

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

G2: 4 (12 reviews)
TrustPilot: 4 (4 reviews)
Capterra: 4.7 (58 reviews)

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:

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.

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.

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

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

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:

Announce that customer onboarding software will be implemented into the organization (and why you’re making this transition).
Schedule a meeting with your customer success team to introduce and discuss the new tool.
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.
Be open to discussion and address any questions or concerns your employees might have.
Let everyone start playing around with the tool before you make the switch.
Implement the new customer onboarding software.
Ask for feedback from your employees. This could be anonymously if you believe that would be best but it will depend between organizations.
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?”

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

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.