SAAS Onboarding and Challenges
SAAS onboarding is the process of acquiring more customers and keeping them engaged. Let us use the analogy of a ship, where you are the captain of the ship, the sailors come aboard your ship and they stay on the ship. SAAS onboarding is a similar undertaking.
The customer success team has to teach the new customers how to operate the software. Telling them what buttons to press and what pressing each button does.
The challenges to SAAS onboarding:
1- Delaying Onboarding
Customers fancy receiving quick and accurate information and assistance. Efficient communication is key in SAAS onboarding. If this process is delayed, customers will give up. The longer they wait, the faster they lose faith in the quality of the service. This increases the unlikeliness of them not investing in the service.
2- Software Interface is too Complicated
Having over-complicated software may bewilder the user with too much information and options. This matched with insufficient training by the customer success team or lack of communication may lead to improper utilization of resources and overall dissatisfaction of customers.
3- Inadequate Customer Feedback
This is an issue that can lead to massive problems such as customer discontent and the worst part about it will be that the customer success team will have no wind about it! And you cannot fix a problem that you don’t know about. Asking for timely feedback is an integral part of the onboarding process as this ensures that the users are up to the mark on the knowledge front. The significance of feedback is easy to overlook but astonishingly important as proper feedback allows for proactive engagement with the customer and lets the customer success team have more insight into the customers’ whereabouts in their cycle.
4- Improper Data Analysis
There are always different varieties of customers that will be accessing your service and they possess varying levels of skill and knowledge. The customer success team cannot provide the same set of instructions to each and every customer as we cannot apply the principle of “one size fits all” here. The team must acknowledge the differences and analyze the customer data to make sure the customer gets personalized help. Personalized assistance avoids blatant engagement and improves the efficiency of the entire process.