12 Must-Have Customer Onboarding Software and Tools in 2022

Published on November 17, 2021 • Updated on June 7, 2022 • About 6 min. read

Find out what makes customer onboarding successful and how it can prevent churn.

Download the book
woman sits at a wooden table in a big house while typing on a computer

Few things are more important than your customer onboarding process. It can be the difference between creating a loyal customer who tells others about your product and someone who gives up on your product shortly after starting to use it.

Thankfully, customer onboarding software and tools can help you create a highly effective onboarding process that leads to higher adoption rates and better experiences for new users.

In this guide, we'll walk through 12 must-have customer onboarding software and tools that you can use to improve your onboarding process and boost growth.

Reduce churn! Onboard your customers with this in-depth guide.
In-Depth Guide to Customer Onboarding
Onboard your customers to create stronger relationships ebook cover
Ebook Ebooks

In-Depth Guide to Customer Onboarding

Reduce churn! Onboard your customers successfully with this in-depth guide, and turn them into product champions.

Read more

What is customer onboarding software?

Customer onboarding software is designed to help new customers learn how to use your product and get the most value out of it. In addition, the software also makes it easier for support teams to guide users through their learning process.

There are different types of onboarding tools that can be used, including:

  • Emails welcoming new customers and providing them with valuable resources to get started
  • Tutorial videos and other how-to resources to teach users about the ins and outs of your product
  • Customer support resources, like FAQs or specific tips and tricks
  • In-app product walkthroughs that guide new users through specific processes
  • Analytics tools to give you insight into how your new users are progressing through the onboarding process

Why is customer onboarding so important?

Onboarding is an example of a critical step in the overall customer relationship management process. New users don't have experience with your product, and you only have a limited amount of time to show them the value of your product before they stop using it.

The problem is that once customers stop using your product, it becomes much harder to get them back on track. That's why effective onboarding strategies are so essential. They can be the difference between a customer who gets confused when trying to use your product and one who loves it and uses it for years to come.

Put bluntly: there is a direct connection between your onboarding process and your churn rate. Customer onboarding software can help you effectively demonstrate the value of your product to new users so that they want to keep using it.

How to choose your customer onboarding software?

The particular onboarding software you choose will depend somewhat on your business model and product. However, there are some key characteristics that every piece of software you use for onboarding should possess:

  • Scalability -  Your onboarding software must be able to grow along with your company, able to guide hundreds or even thousands of customers through your  product
  • Automation - Large portions of the process should be able to be automated since no company has the resources to provide one-to-one support for every new user they acquire
  • Analytics -  Your onboarding tools must provide accurate, real-time analytics regarding how new users are progressing with your product and what they're struggling with
  • Engagement - Your onboarding software should act as a video engagement platform: a tool that engages customers before, during, and after their onboarding
  • Integrations - The more integrations and connections your software has to other systems and resources, the more effective your onboarding process will be
  • Simplicity -  Your onboarding software should make the entire process easy for new users so that they don't feel intimidated or overwhelmed

The goal of your onboarding process is to make the learning process as easy and intuitive as possible. This goal should evaluate every software or tool you choose. If a particular onboarding software adds friction to the process, don't use it. The less friction there is, the more likely new customers will continue using and learning about your product.

raising a hand to ask a question
In-Depth Guide to Customer Onboarding
Onboard your customers to create stronger relationships ebook cover
Ebook Ebooks

In-Depth Guide to Customer Onboarding

Reduce churn! Onboard your customers successfully with this in-depth guide, and turn them into product champions.

Read more

The 12 best customer onboarding software

1. Livestorm

You can't expect us to write an article about customer onboarding without throwing our hat into the ring! After all, we onboard all of our clients with our own tool – it doesn't get more meta than that. For those who don't know, Livestorm is an all-in-one video engagement platform that allows you to create and host virtual meetings, live events, on-demand webinars, and much more. And we're not all talk: we have a ton of useful features for customer onboarding, such as chat, screen sharing, interactive polls, analytics, landing pages, email reminders, and much more. Also useful as a customer support tool, Livestorm allows you to provide live video support to new users who encounter any problems.

2. Inline Manual

Inline Manual is designed to make walk-throughs and task lists scalable, easily customizable, and easy for your users to access. Using it, you can create product tours, videos, tutorials, and more. One particularly valuable feature is that you can create different branches of onboarding content based on the actions of users.

It also allows for collaboration with team members when creating onboarding content to ensure that it meets the needs of new users.

3. Loom

Loom is a screen-share recording tool that is useful for creating short video tutorials. It's great for onboarding software because it can walk new users through specific product features and demonstrate how to complete tasks with the product. With just a few clicks, you can record, save, and share videos. These videos can then be easily incorporated into your onboarding process.

4. Whatfix

Onboarding a new user can be a challenging process, but Whatfix makes it significantly easier. It makes it simple to create walk-throughs, tool-tips, videos, and PDFs that will guide new users through how to use your product.

Contextual clues can be easily added so that users can easily access information that is directly related to whatever product feature they're currently using. Task lists can also be created that guide users through specific onboarding tasks.

5. Evergage

Evergage is a suite of conversion optimization and personalization tools that allow you to guide new users through your product. It makes it easy for marketers and product managers to create and test unique paths and experiences based on user behaviors, demographics, location, email preferences, and much more. The thing that makes it stand out is the ability to deliver highly personalized experiences in the moment based on how a user behaves. This leads to higher adoption rates, better user experiences, etc.

6. Userpilot

Userpilot is a no-code customer onboarding tool that makes it simple to guide new users through your product. It automatically detects the user's behavior and uses this information to point them in the right direction when they're using your product. In addition, it can also search for relevant training content based on a user's role or segment, making onboarding much simpler. Additionally, it can be easily customized to match your brand's user interface, making the onboarding process all the more seamless.

taking notes while talking to a customer

7. Appcues

Appcues allows you to add contextual cues within your product to guide users through the onboarding process. You can also deploy customer surveys, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) to get feedback regarding the onboarding process. Segmenting and targeting features allow you to provide specific onboarding material based on customer personas, where they are in the onboarding process, and even whether they've used particular features.

8. AuthO

AuthO is a single-sign-on tool that allows users to log in with their preferred third-party app, such as Google or Facebook. This reduces friction at the sign-up and sign-in process, which can help keep customers engaged with the product. AuthO also offers password breach protection and numerous integrations, which both simplify the onboarding process for new users.

9. Maze

Maze is a user testing tool that allows you to test your customer onboarding process. Not only does it make it possible for you to conduct usability tests with new users, but it also makes it possible for you to analyze the recorded video and survey results afterward. You can easily identify problems in your onboarding process and then use this information to improve it.

Maze is particularly useful if you are implementing a new onboarding process or adding new features to your product about which you need to educate users.

10. Mixpanel

Mixpanel is an analytics tool that tracks behavioral data about users, application actions, events, etc. You can then use this information to create customer personas and design custom onboarding experiences for them. You can also identify the actions taken by power users and use this information to optimize onboarding experiences.

Mixpanel is highly customizable and can be easily incorporated into your existing infrastructure.

11. Nickelled

Nickelled is a unique onboarding software that allows you to create interactive onboarding experiences where the user feels like they're using your live website while actually being guided through your product. It also provides analytics detailing how users are interacting with your walkthroughs, completion percentages, views, and even satisfaction scores.

12. Customer Success Box

Customer Success Box can be used to create customer success plans, onboarding playbooks, and track milestones. It can also be used to determine which features are being used by which customers, as well as incorporate data from other platforms like customer support and billing. This data can be used to improve overall retention rates.

two men shaking hands

Final Thoughts

The smoother your onboarding process, the more likely customers are to continue using your product over the long run. Customer success metrics like churn rates will be lower, Customer Lifetime Value (LTV) will be higher, and you'll see improved adoption rates across the board.

Choosing the right customer onboarding software and tools can help you streamline the onboarding process and make it more effective, as well as provide a better experience for new users along the way.

In-Depth Guide to Customer Onboarding
Onboard your customers to create stronger relationships ebook cover
Ebook Ebooks

In-Depth Guide to Customer Onboarding