Intelligence-driven, scalable insights for onboarding, adoption, retention, and revenue growth.
Understand your customers interactions with your product and make informed product success decisions.
Bring efficiency, add scale, and connect user behavior to personalized actions.
Define and track onboarding by phase, user progress, account, and portfolios.
Identify, monitor, and execute timely account expansions with real-time reports and indicators.
Proactively identify at-risk customers and prevent churn using automation, early warning insights, and more!
Optimize product usage by monitoring in-depth user data and receiving actionable insights
Improve decision making and actions for enhanced outcomes.
Get a complete view of your customer and all their moving parts.
Create the right scoring system for your organization.
Deliver consistent customer experiences and repeatable success.
Increase your productivity real-time, automated alerts.
Create groups across accounts and users.
Drive adoption, upsell and cross-sell using extensive product data.
Reach out to groups of customers when you need to.
Create surveys to get timely feedback from your customers.
Automate your actions, alerts, surveys, and more.
Create and track tasks across teams.
Create alert rules that are flexible.
Manage, analyze, and optimize your customer interactions.
Proactively uncover key insights and receive data-driven recommendations for your team.
Transcribe your calls and catch key phrases used by customers to trigger actions.
Get status updates, warnings, and extensive reports at the right time so you can make effective decisions.
Create, monitor, and automate comprehensive Playbooks for every scenario.
We aren’t just any Customer Success platform. We have the insights, imagination, and technology that others don’t.
Our core values, team, and community
Come work with us!
Get in touch anytime.
Employee success drives customer success.
Don’t miss an episode of the Customer Success Intelligence Podcast
Our annual survey captures the current state of CS Intelligence and automation.
Resources for new and seasoned Customer Success teams.
Features and SDKs you can integrate into your apps.
Calculate the potential ROI you could achieve with SmartKarrot CS.
The saying that the first impression is the last impression holds true in the customer success niche. That is exactly when customer onboarding software comes into the picture. It breaks or makes the deal. A great onboarding experience can make everything easier. Further, it almost guarantees that
The saying that the first impression is the last impression holds true in the customer success niche. That is exactly when customer onboarding software comes into the picture. It breaks or makes the deal.
A great onboarding experience can make everything easier. Further, it almost guarantees that your customers will continue buying from you. However, a weak onboarding experience will make it all an uphill climb, and sometimes you will never recover from it.
So, how do you know that you’re doing it right? And, what are some of the facets that you must delve into before you pick the final one? It’s a given that onboarding a customer can be a challenge. As new clients join in all the time, the number of people to train increases.
Top that with the varying geographies, and the different levels of product knowledge could change the ball game altogether. Thus, to do it right, you need technology.
You need a customer onboarding platform, sometimes referred to as a customer learning platform, to automate the process as much as possible. Here are the top 5 features to look for in a SaaS customer onboarding software.
Let us brush up our memory with the definition of onboarding. It is the first step of nurturing a new user to get acclimated to the system. It involves stipulated guidance, step-by-step tutorials, and support from the team.
Moreover, it helps set the tone for your ongoing relationship with your customer, enhancing the customer lifetime value and cutting down the churn rate. This is a gift in disguise where you can convert a new user into a raving fan.
Here is statistical data to back that up. Over 90% of customers feel that the companies they buy from “could do better” when it comes to onboarding new users and customers. And, 86% of people say they would be more likely to stay loyal to a business that invests in onboarding content that welcomes and educates them after they buy.
Each of your customers progresses at different paces to grapple with the dashboard of the system. To grab the maximum value from your product, they must know how to navigate through the site.
Considering a SaaS business, your customers could find it tricky to find the right training. They could jump through hoops looking for passwords and searching through too many training options.
Therefore, ensure that the customer learning platform includes a widget that you can put into your software. The best customer onboarding software is the one that makes it easy for the user to navigate.
Your learners should know the training they need and get it with one-click access to their learning paths, events, courses, and gamification. Deploying a training widget will help aid this solution.
Analytics is one of the main features that every business should look for. Collecting data is not only important, but digital tools also must be able to provide actionable insights by understanding user behavior. Data-driven businesses are more likely to acquire a larger range of clients.
Aside from this, analytics helps to identify a couple of things, including where your customers make mistakes, find points of difficulties, and encounter time-consuming tasks. The interface must be simple enough for users to easily grasp. The software must be able to guide them accordingly.
Another feature that you must see on a customer learning platform is this a live demo tab. Customers really learn to use your product by experiencing it. That is where you get the chance to integrate live exercises and step-by-step demo programs. When this is designed into the onboarding process, time to value is shortened.
Embedding demos into the platform helps a new user to get a platform walk-through. It is always there and takes the customer through a step-by-step process in a safe environment.
Encourage a feeling of progress by providing users with a helpful roadmap to follow as they get to grips with your product. This will help them to get the most out of their investment with you. Insert milestones at each stage of the onboarding process.
They should be specific objectives that can be achieved and measured through your platform so customers can get a comprehensive experience of your product. This will also allow you to monitor usage and analyze engagement so that you can jump in with help if you spot a roadblock at a particular point in the user’s onboarding.
You can prompt new users to provide feedback via a quick survey once they have completed a particular milestone. You might also send regular NPS surveys to help gather insights into how well your solution is living up to their expectations.
If there is a situation where the user feels stuck somewhere, assigning an account manager is the next thing to do. Ask them to reach out and offer assistance to help a customer feel valued. This will also enable them to feel confident in their decision to purchase from you.
A well-performing customer onboarding software can tax your resources, but investing in it is incredibly important for the survival of your company.
Be proactive in building a customer onboarding program from the beginning that takes advantage of a good customer learning platform. If your onboarding is a managed service, do not leave the onboarding process to emails.22
Set up regular calls with the stakeholders to make sure everyone is on track and still on the same page from the initial sales process. It’s not too late to create a positive first impression and lead your customers to value.
Simran hails from the content marketing backdrop with extensive knowledge in blogs, articles, and technical whitepapers in the non-fictional domain. She uses her ‘gift of the gab’ to explore new possibilities on her way and to make an exquisite impact on her readers. In her spare time, she likes to read journals on artificial intelligence or play with her cute kittens.
Published 15 Sep 2020, Updated 30 Dec 2020
In this blog, we discuss some resources through which you can search f...
06 Oct, 2022
What changes do you need to incorporate into your customer success/acc...
27 Sep, 2022
Customer success teams always try hard to improve customer health scor...
23 Sep, 2022
Sign up for SmartKarrot’s newsletter.
See how SmartKarrot can help you deliverwinning customer outcomes at scale.