The SaaS industry has been booming in the last 3 years, with more and more businesses embracing the benefits of cloud-based software. The pandemic may have had a role to play in this, as remote work solutions became more necessary than ever. Plus, who doesn't want more scalable and cost-effective software solutions?
One aspect that has particularly gained importance is user onboarding. With so many businesses adopting SaaS solutions, it's essential to guide users through the initial stages of software adoption effectively. After all, you want to keep them engaged, reduce churn, and boost conversion rates.
As a result, SaaS companies have been investing more time and resources into developing effective user onboarding strategies. It's become a bit of a battleground, with research and experimentation revealing new trends and best practices.
The last three years have seen some exciting developments in the field of user onboarding. We've witnessed a shift from a one-size-fits-all approach to more personalized user onboarding experiences. This approach caters to users' individual needs and preferences, creating a sense of ownership and increasing their investment in the product.
The SaaS industry has been thriving, and user onboarding has become an essential aspect of it. It's no longer enough to have a great product; you need to guide users through the adoption process effectively.
The last three years have seen some exciting developments, and it'll be interesting to see how the field continues to evolve.
Let's look at some of the user onboarding stats from the industry to see the growth and changes from an objective point of view.
12 User Onboarding Statistics You Must Know in 2023
According to a survey, 82% of enterprise organizations consider their user onboarding strategy to be a crucial factor in driving value for their business. A well-designed user onboarding process can have a significant impact on the success of an organization since it sets the tone for the customer's relationship with the product or service, increases customer satisfaction, reduces churn rates, and drives revenue growth.
The expectation of customers has increased over the years, and this is agreed upon by a majority of 88% of the service leaders. This increase in expectations can be attributed to several factors, including advancements in technology, increased competition, and changes in customer behavior.
With the rise of digital transformation, customers now expect seamless and personalized experiences across all channels, including online, mobile, and social media. This has put pressure on companies to provide a consistent and exceptional experience throughout the customer journey.
Furthermore, the increase in competition has made it more challenging for companies to retain customers. Customers have more options than ever before, and this is why creating an enriching onboarding experience is essential.
Below are some user onboarding statistics that are a must-know for 2023.
A significant percentage of customers view user onboarding as a critical factor in their decision to subscribe to a product. In fact, 63% of customers think that user onboarding is key in deciding whether to subscribe to a product or not.
This highlights the importance of having a smooth and effective user onboarding process for customer acquisition and retention.
A complicated onboarding process can lead to potential customers switching to other solutions. This fact is backed up by the statistic that 74% of potential customers will switch to other solutions if the onboarding process is complicated.
Therefore, it is crucial to keep the onboarding process simple and user-friendly to avoid losing potential customers.
Around 90% have high expectations when it comes to their interactions with brands, expecting a seamless omnichannel experience. This means that customers expect to be able to interact with a brand across multiple channels, such as social media, email, phone, and in-person, and have a consistent and seamless experience regardless of the channel they use.
For example, a customer may start a conversation with a brand on social media, then switch to email to provide additional details, and finally call the brand's customer support line to resolve an issue. Customers expect the brand to recognize them and have access to all relevant information so that they don't need to repeat themselves or provide the same information multiple times.
Many companies offer free trials or freemium models as part of their onboarding process. 43% of companies have a free trial, almost 50% of them use a freemium model, but 7% of them don’t have either. It indicates that offering some form of free trial or freemium model is a common practice for user onboarding and retention.
These models can be powerful customer acquisition tools. By offering users a taste of what the product or service has to offer, businesses can attract new users and expand their customer base.
Email verification and Single Sign-On (SSO) are common in the sign-up flow. 76% of companies require email verification before accessing the dashboard, and 66% of them have a Single Sign-On in the sign-up flow indicating that these are commonly used methods of authentication for many companies.
SSO is an important tool that can simplify the user onboarding process. It allows users to sign in to multiple applications or services using a single set of login credentials. This can reduce the need for users to remember multiple usernames and passwords, which can improve the user experience and reduce frustration.
Welcome screens and micro surveys are commonly used in the welcome flow. 90% of the companies use welcome screens to greet new customers, while 76% of them use micro surveys in the welcome flow. It highlights the importance of providing a welcoming and interactive experience for new users.
It is important since the initial experience a user has with a product or service is critical to their long-term engagement and loyalty. Welcome screens provide an opportunity to make a positive first impression by welcoming the user, setting expectations, and providing a glimpse of what they can expect from the product or service.
In-app videos, interactive walkthroughs, and product tours are commonly used in the onboarding flow. The fact that 64% of the companies use in-app videos in the onboarding flow, 47% of them offer interactive walkthroughs to guide users, and 38% of them prefer product tours to interactive walkthroughs.
It shows that there are various methods of providing effective onboarding experiences for users, each of them being effective.
15% of the companies don’t offer in-app guidance whereas 48% of them use onboarding checklists. It highlights the importance of providing some form of guidance to users during the onboarding process.
It also ensures that all new employees receive the same information and training, making it easier to track and manage their progress. This helps to standardize the onboarding process and ensure that nothing important is overlooked.
76% of the companies use progress bars to visualize the progression, 74% of them have a dedicated customer onboarding team, and 60% of them use 4-6 tools for customer onboarding. It emphasizes the need for using various methods and tools to ensure an effective onboarding process.
Using a range of methods and tools, you can create a more engaging onboarding process that encourages new employees to ask questions, participate, and feel more connected to the business.
The average onboarding process for a new corporate client can last up to 100 days. This is a significant amount of time, during which the client may be waiting to fully utilize the product or service they have invested in.
The onboarding process can involve various tasks, such as setting up user accounts, training and education, data migration, and customization. These tasks can be time-consuming, especially for larger organizations with complex requirements. A lengthy onboarding process can negatively impact the customer experience and lead to frustration and dissatisfaction.
70% of customers are likely to abandon the digital onboarding process altogether if the process of opening an account takes more than 20 minutes. This highlights the critical importance of providing a smooth and efficient digital onboarding experience for customers.
As more and more businesses move towards digital platforms and online services, it's becoming increasingly essential to ensure that customers can easily navigate the onboarding process without any unnecessary delays or complications.
90% have expressed their willingness to spend more money with companies that provide personalized customer service experiences. This means that customers appreciate when companies take the time to understand their individual needs and preferences and provide tailored service that addresses them.
User onboarding has become a critical aspect of the SaaS industry, and the statistics presented in this blog highlight its importance in improving customer acquisition and retention. By understanding these statistics, SaaS companies can make informed decisions and improve their onboarding process to drive user engagement and loyalty.
We understand that creating an effective onboarding process can be challenging, especially for smaller SaaS companies with limited resources.
That's why we're here to help.
At Inturact, we specialize in providing SaaS onboarding services that have been proven to increase paid customer conversions. We have developed a comprehensive user onboarding framework that allows us to plan, build, track, and implement an effective onboarding funnel that drives user engagement and loyalty.
By working with us, you can ensure that your SaaS has a high-converting onboarding process fully implemented into your system, allowing you and your team to focus on other essential tasks. Learn more here. Let us help you take your SaaS to the next level.
1. Why has user onboarding gained importance in the last few years?
Many businesses are adopting SaaS solutions. Therefore, it's essential to guide users through the initial stages of software adoption effectively. This is necessary in order to keep the users engaged, reduce churn, and boost conversion rates.
2. Why is it so important to create an enriching customer onboarding experience?
There has been an increase in customer-expectations due to advancements in technology, increased competition, and changes in customer behavior. Also, customers have more options than ever before, and this is why creating an enriching onboarding experience is essential.