What is Customer Onboarding Software? 10 Tools and Examples (2024)

What is Customer Onboarding Software?

Customer onboarding software is a special tool that helps make it easier for new customers to start using a company's products or services. This software ensures that customers know how to use the product well and get the most out of it. By automating important tasks like sending welcome emails, providing tutorials, and tracking progress, customer onboarding software helps businesses keep customers happy, reduce the number of customers who leave, and build long-term loyalty.

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Types of Customer Onboarding Software

• Industry-Specific: Tailored for sectors like accounting or healthcare.
• SaaS Platforms: Personalised, in-app experiences for SaaS companies.
• Enterprise Solutions: Comprehensive onboarding for large organisations.
• Customer Success Tools: Monitor behaviour, reduce churn, increase satisfaction.
• Training Platforms: Interactive guides and self-help tools for effective training.
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Top 10 Customer Onboarding Software Providers

When choosing customer onboarding software, it's crucial to prioritise functionality and alignment with your specific use cases. This approach ensures that the selected tool effectively addresses your needs, resolves pain points, and supports your business objectives. Here, we have compiled a list of the top 10 customer onboarding software solutions, each catering to different types of customers:

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1. Uniify: Best for Accountants

‍Uniify is tailored specifically for accountants, offering seamless integration with accounting software and automated workflows that simplify client onboarding. Its robust features ensure compliance and streamline document collection, making it an indispensable tool for accounting firms.

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How Uniify Can Help

Accounting firms often face challenges with time-consuming manual document collection and compliance verification. By implementing Uniify, these firms can automate these processes, ensuring that all necessary documents are collected and verified efficiently. This addresses common objections such as the perceived complexity of onboarding and the risk of non-compliance. The software's seamless integration with existing accounting systems further simplifies the setup of new client accounts, saving time and enhancing the overall client onboarding experience. Also read our guide on client onboarding software for accountants.

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Talk to a Customer Onboarding Specialist

Schedule a free 30-minute session to learn how your accounting firm can optimise its customer onboarding process, saving time, reducing costs, and securing more deals.

2. Userpilot: Best for SaaS Companies

‍Userpilot excels in providing personalised onboarding experiences for SaaS companies. Its no-code platform allows for the creation of in-app tutorials, product tours, and user guides, helping new users quickly understand and utilise the software.

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How Userpilot Can Help

Many SaaS companies struggle with high churn rates and user confusion due to complex software features. By implementing Userpilot, these companies can create interactive product tours and in-app tutorials that guide users through the software. This not only reduces the learning curve but also addresses common objections such as the perceived difficulty of onboarding and the time required for customer support. As a result, users can quickly grasp the software's features, leading to faster adoption, increased satisfaction, and lower support costs.

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3. Appcues: Best for Product Managers

‍Appcues is ideal for product managers who need to create engaging onboarding flows without relying on developers. Its intuitive interface and powerful analytics help in crafting personalised user experiences that drive product adoption.

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How Appcues Can Help

Appcues empowers product managers to design custom onboarding flows that seamlessly guide users through new features. With its intuitive interface, product managers can create these flows independently, without needing developer assistance. Many product managers struggle with the lack of development resources and the need for constant iteration. Appcues addresses these challenges by providing powerful analytics that offer insights for refining onboarding processes. This resolves common objections such as the difficulty of personalising experiences and the time required for continuous improvement, ultimately leading to higher user engagement and satisfaction.

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4. ChurnZero: Best for Customer Success Teams

‍ChurnZero is designed to help customer success teams reduce churn and increase customer satisfaction. It offers real-time insights into customer behaviour, enabling proactive engagement and personalised onboarding experiences.

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How ChurnZero Can Help

Customer success teams often face the challenge of high churn rates and the difficulty of providing personalised support. ChurnZero equips these teams with the tools to monitor user activity and identify at-risk customers. By leveraging real-time insights, teams can engage proactively and offer tailored onboarding assistance. This data-driven approach addresses common objections such as the complexity of identifying at-risk users and the time required for personalised engagement, ultimately boosting retention rates and enhancing customer satisfaction.

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5. WalkMe: Best for Enterprise Solutions

‍WalkMe is perfect for large enterprises needing comprehensive onboarding solutions. Its digital adoption platform provides step-by-step guidance, ensuring employees and customers can navigate complex software systems efficiently.

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How WalkMe Can Help

Large enterprises often encounter challenges with onboarding employees and customers to new software systems. WalkMe addresses this by providing step-by-step guidance through its digital adoption platform. By implementing WalkMe, enterprises can reduce training time and ensure that all users can efficiently navigate complex systems. This resolves common objections such as the difficulty of training large teams and the time required to achieve software proficiency, ultimately enhancing productivity and user satisfaction.

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6. Intercom: Best for Customer Support

‍Intercom combines customer messaging with onboarding tools, making it ideal for customer support teams. Its platform allows for automated messages, live chat, and in-app tutorials, ensuring customers receive timely assistance during onboarding.

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How Intercom Can Help

Customer support teams often need to provide immediate assistance to new users during the onboarding process. Intercom addresses this need by enabling automated welcome messages, live chat, and in-app tutorials. By using Intercom, support teams can ensure that new users receive prompt help and guidance, addressing common concerns such as delayed responses and the complexity of onboarding. This leads to an improved overall user experience and higher customer satisfaction.

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7. Whatfix: Best for Training and Development

‍Whatfix is best suited for training and development teams looking to enhance user onboarding through interactive guides and self-help tools. Its platform supports a variety of learning formats, ensuring users can access training materials in the way that suits them best.

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How Whatfix Can Help

Training and development teams frequently encounter the challenge of catering to diverse learning preferences and providing effective onboarding. Whatfix addresses this by offering interactive guides and self-help resources that users can engage with at their own pace. By utilising Whatfix, teams can enhance knowledge retention and decrease the volume of support requests. This solution tackles common challenges such as the necessity for personalised training and accommodating different learning styles, resulting in a more efficient onboarding process and an improved user experience.

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8. Gainsight PX: Best for Product Experience

‍Gainsight PX focuses on delivering exceptional product experiences. It offers in-depth analytics and user feedback tools, enabling product teams to refine onboarding processes and ensure users achieve their desired outcomes.

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How Gainsight PX Can Help

Product teams often need to continuously improve onboarding processes to meet user expectations. Gainsight PX addresses this by providing comprehensive analytics and user feedback tools. By leveraging Gainsight PX, product teams can gather valuable insights and analyse onboarding data to pinpoint areas for enhancement. This approach resolves common challenges such as identifying user pain points and refining the onboarding experience, ultimately leading to higher user satisfaction and better product adoption.

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9. Pendo: Best for User Feedback

‍Pendo excels in collecting and analysing user feedback, making it ideal for teams focused on continuous improvement. Its onboarding tools help guide users through new features and gather insights to enhance the overall user experience.

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How Pendo Can Help

Development teams often seek to refine new features based on user input. Pendo addresses this need by providing robust tools for collecting and analysing user feedback during the onboarding phase. By utilising Pendo, teams can gather critical insights and make informed adjustments to improve the user experience. This approach resolves common challenges such as understanding user needs and iterating on features, ultimately leading to a more satisfying and effective onboarding process.

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10. Totango: Best for Customer Lifecycle Management

‍Totango provides a comprehensive platform for managing the entire customer lifecycle, from onboarding to renewal. Its customer success software helps businesses track user engagement and deliver personalised onboarding experiences that drive long-term success.

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How Totango Can Help

Customer success teams often struggle with effectively managing the entire customer lifecycle. Totango addresses this by offering tools to monitor user engagement from onboarding to renewal. By leveraging Totango, teams can personalise onboarding and retention strategies based on real-time data. This approach resolves common challenges such as maintaining continuous engagement and tailoring experiences to individual users, ultimately leading to higher customer satisfaction and loyalty.

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What are the Benefits of Customer Onboarding Software?

Customer onboarding software provides a multitude of benefits for both customers and businesses. Here are the key advantages you can gain from implementing this software:

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Boosted Customer Retention

Delivering a smooth onboarding experience is crucial for enhancing customer satisfaction and significantly lowering churn rates. When customers are guided effectively through the initial stages of using a product or service, they are more likely to understand its value and become loyal users.

A well-structured onboarding process ensures that customers feel supported and confident in their decision to choose your product, which in turn fosters long-term retention and reduces the likelihood of them switching to competitors.

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Enhanced Efficiency

Automating routine tasks through customer onboarding software allows teams to focus on more strategic initiatives, thereby increasing overall productivity.

Manual onboarding processes can be time-consuming and prone to errors, but automation streamlines these tasks, ensuring consistency and accuracy. This not only saves time but also frees up valuable resources that can be redirected towards innovation, customer support, and other high-impact activities that drive business growth.

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Improved Customer Engagement

Tailored onboarding processes make customers feel appreciated and understood, resulting in higher engagement levels.

Personalisation is key to creating a meaningful onboarding experience. By customising the onboarding journey to meet the specific needs and preferences of each customer, businesses can build stronger relationships and encourage active participation. Engaged customers are more likely to explore additional features, provide feedback, and become advocates for your brand.

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Valuable Data Insights

Detailed analytics and reporting offer critical insights into customer behaviour and the effectiveness of onboarding efforts. Customer onboarding software provides comprehensive data on how users interact with your product during the onboarding phase.

This information is invaluable for identifying areas of improvement, understanding customer pain points, and measuring the success of your onboarding strategies. With these insights, businesses can make data-driven decisions to enhance the onboarding experience and better meet customer needs.

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Optimised Processes

Seamless integrations with other tools and customisable workflows create a unified and efficient onboarding journey. Customer onboarding software often integrates with CRM systems, email marketing platforms, and other essential tools, ensuring a cohesive experience for both customers and internal teams. Customisable workflows allow businesses to adapt the onboarding process to their unique requirements, ensuring that every step is aligned with their goals and objectives.

This optimisation leads to a more streamlined and effective onboarding process, ultimately contributing to higher customer satisfaction and business success.

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FAQ

Why is customer onboarding software essential for businesses?

Customer onboarding software is crucial for businesses as it streamlines the onboarding process, minimises customer churn, enhances satisfaction, and speeds up the time it takes for customers to realise value from the product.

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How does customer onboarding software enhance customer loyalty?

By offering a well-structured and customised onboarding journey, the software ensures that customers quickly grasp and benefit from the product, leading to increased satisfaction and loyalty.

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Can small businesses benefit from customer onboarding software?

Absolutely, small businesses can take advantage of free or basic plans that offer essential onboarding functionalities without incurring significant costs.

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What factors should I evaluate when selecting a customer onboarding software plan?

When selecting a plan, consider the size of your business, your specific requirements, budget constraints, and the features you need. Assess the features and pricing of each plan to determine the best match for your business.