No matter how great your product is, if customers can’t figure out how to use it (or where to go for help) they won’t stick around. That’s why having the right customer onboarding software is so important. It helps you automate certain tasks so you can focus on the more personal aspect of giving a great customer onboarding experience.
We spoke with Chadhlia Mazouz, Customer Success Manager (CSM) at Livestorm, to get her perspective on why customer onboarding software is about to be your new best friend. We’ve also reviewed the 12 best tools, so you can set your customers up for success.
Customer onboarding software helps you efficiently introduce new customers to your products and services. It helps them set up accounts, access educational materials, and get personalized support. It’s like a wingman for new users.
"When you're handling multiple clients, it can be difficult to remember where everyone is in their customer journey," says Chadhlia Mazouz, CSM at Livestorm. Software can help you build a robust customer onboarding process, minimize human errors, and focus your efforts on resolving common customer success challenges (like showing them how your product is about to change their lives!).
Using video for sales is your secret weapon for closing deals. It's all about that human connection, face-to-face communication, and building rapport with your customers.
That’s why a video conferencing platform like Livestorm, ideal for virtual sales meetings and client shadowing sessions, has made it to the top of our list. But you need a few other tricks up your sleeve to automate your onboarding process and showcase your value to customers.
Here's our selection of the 12 best customer onboarding software solutions to help boost your ROI:
We’ll cover each of these in detail.
Livestorm is a browser-based video engagement tool that lets you host engaging virtual sales calls, live client onboarding sessions, and software product demos. "We host our client training on Livestorm so they can get a sense of the look and feel as end-users," explains Chadhlia. "We involve them as participants by using our engagement features."
Livestorm integrates with 1000+ widely used apps like Salesforce, HubSpot, Zapier, MailChimp and Slack - to become a seamless part of your existing workflow. It’s ideal for customer success teams of all sizes that want to run live customer training, deminars, and any virtual events where audience interaction is key.
Livestorm offers a free plan for up to 10 registrants per event. If you want to host 100 to 500 attendees, you can opt for the Pro plan at $88 per month. Or, if you want to host up to 3000 live attendees, you can request a quote for the Business and Enterprise plan.
Inline Manual is a customer education platform designed to make walk-throughs and task lists scalable, customizable, and easy for your users to access. It also supports 70+ languages and translations, so your onboarding is global. It's best suited for established small businesses that aren’t likely to have a sudden increase in user base.
You can test the platform for 14 days for free without giving your credit card details. After the trial period, the Standard PRO plan starts from $158/month for 250 monthly active users (MAUs). You can customize your package as you grow and add more users.
Loom is a screen-share recording tool that’s useful for creating short video tutorials. It's great for remote client onboarding because you can walk new users through specific product features and demonstrate how to complete tasks within your product. These quick videos can be shared asynchronously to allow customers to watch in their own time.
You can record up to 25 videos with the free plan. But if you want unlimited recordings, then you can opt for the Pro plan at $8/month/user. And if you want features like advanced content privacy and Salesforce integration, you can request a custom quote for the Enterprise plan.
Whatfix is a digital adoption platform that helps you scale customer success, onboarding, and sales enablement initiatives. It's ideal for small and medium businesses for user onboarding and support and enterprises for digital adoption, employee training, and change management.
Whatfix offers fully-customized pricing and can vary based on your application of their product, user, or customer base and the number of walkthroughs you need. You can request a quote or a free demo to test its capabilities.
Userpilot is a no-code tool that automatically detects the user's behavior. It then uses this data to analyze customer action within the product and points them in the right direction. It can also search for relevant training content based on a user's role or segment, making onboarding simpler. Userpilot is best for medium to large businesses as its pricing is higher than other tools like Maze, Walkme, and Hopscotch.
You can test the platform with a 14-day trial without giving your credit card details. After the trial period, the Traction plan starts from $249 per month for up to 2,500 MAUs, and the Growth plan starts from $499 per month for up to 10,000 MAUs. If you want advanced features like security audit and compliance, and priority support, then you can opt for the Enterprise plan starting from $1,000 per month.
Appcues is a code-free product adoption platform that lets you create interactive onboarding experiences. It's a great tool for non-technical product managers as it reduces dependency on engineering resources and pushes quick tests. Appcues is best suited for large enterprises because its price soars as the number of MAUs increase.
You can opt for a 14-day trial limited to 3 users before you commit to any pricing plan. The Growth plan starts from $859 per month for up to 2500 MAUs, but if you need a plan for 20000+ MAUs, you can request a custom quote for the Enterprise plan.
Maze is an online testing tool that helps you validate your product concepts, roadmaps, and designs. It's intended for unmoderated user testing but you can also sit with your customers while they take your tests and moderate their progress. Maze is best suited for small to medium-sized businesses as the price point is affordable and flexible.
The free plan is limited to 1 active project and only 300 viewable responses a year. The Pro plan starts from $79 per month for up to 10 projects and 1800 reach email sends and viewable responses a year. If you require additional features like SSO, password protection, unlimited projects, and custom templates, you can request a custom quote for the Organization plan.
Mixpanel is an analytics tool that uses an event-based model to gather user data. It's ideal for SaaS businesses that want detailed insights into user behavior and are confident building their own dashboards using its drag-and-drop interface. In theory, anyone can do it, but having some technical expertise might help you get more out of the platform using APIs (it helps to have a developer on-side for troubleshooting too!).
The free version lets you track 100K monthly users, while the Growth plan at $25 per month lets you save unlimited data reports, modeling, and email support. You can also build your plan based on the number of monthly users or request a custom quote for expert advice.
Nickelled is a simple product tour software that lets you add interactive guides, customized tooltips, and dialogue boxes to nudge new users and facilitate their onboarding journey. It's best suited for small to medium-sized teams looking for an all-in-one platform to handle product tours, help desk, and customer success initiatives.
Unlike other tools in this list, Nickelled isn’t limited by MAUs and is tailored to your application landscape and user usage. You can request a custom quote or a free demo before committing to any pricing plan.
Like Whatfix, Walkme is another digital adoption platform that offers contextual training, onboarding, and support solutions. It's best suited for SaaS businesses with 150 users or less who want a holistic approach to digital transformation.
Walkme offers a complete custom pricing plan based on the size of your user base. You can request a quote or a free demo to explore its capabilities.
Pendo helps SaaS businesses increase user engagement and retention with real-time product usage insights. It uses this feedback to automate and tailor onboarding and other in-app communications. Pendo is ideal for enterprise-level businesses as the insights are better suited for a higher customer base.
You can opt for the free version if you have 500 MAUs but don't mind limited access to analytics and in-app guides. If you're ready to move to the next step, you can request a custom quote based on your MAUs, analytics and the support required.
Hopscotch enables developers to build interactive product tours tailored to a user's specific needs. It helps developers insert custom content like images, text, and videos into product tours using JSON inputs and APIs. The code-based approach also allows developers to customize tours using CSS and JS files. Hopscotch is best suited for SaaS businesses that don't mind getting hands-on with code.
The Start plan, at $99 per month, supports up to 3000 MAUs, so this is ideal if you're an early-stage startup. If you've got up to 20,000 MAUs, you can opt for the Growth plan at $249 per month or request a custom quote for the Enterprise plan.
Onboarding software helps you gain a better understanding of how users interact with your product and identify areas of improvement. Its benefits include:
When choosing onboarding software, there are some essential things to remember.
Your customers need to have a great online user experience, even if it’s virtual. Whether it's virtual sales calls or a product demo, the video conferencing software should be reliable and user-friendly. For example, Livestorm's rooms have a maximum of 1080p resolution.
Your customers have different needs, learning styles, and preferences. Look for onboarding software that allows you to build interactive, personalized tours and walkthroughs that allow them to choose their journey. Appcues, for example, lets you segment users and provide unique experiences based on persona, role, and usage.
Automated workflows like emails, tasks, notifications, and surveys help you streamline and scale up onboarding processes. Maze, for example, integrates with design tools like InVision and Figma to allow continuous user testing. Similarly, Userpilot's A/B testing feature lets you check how effective your onboarding is.
User engagement metrics like time-to-value, user adoption, and event tracking help you understand user behavior. Tools like Livestorm, Appcues, Inline Manual, and Userpilot have in-depth analytics to measure user engagement.
Choosing the right onboarding software is a matter of knowing your MAUs, budget, customer segmentation, and analytics needs.
If you're looking for a product analytics tool, Mixpanel is the best choice. If you want to improve your user onboarding, Appcues or Whatfix are good options as they offer detailed analytics based on user behavior, events and actions performed. Similarly, if you love coding, Hopscotch will give you ultimate control over product tours.
But hands-off customer education will only get you so far. To really build a rapport with your customers and make sure they understand the value of your product, you need a well-rounded video engagement tool. Livestorm will suit you best if you're looking for a high-quality customer communication app with automated workflows and interactive features like live chat, polls and surveys.
The best way to onboard new clients is to create a personalized journey tailored to their individual needs. Here are a few essential steps to onboard new clients:
Customer onboarding is handled by a combination of different teams and individuals within a company. It can include:
The benefits of onboarding include:
The difference between customer onboarding and customer success is that customer onboarding involves getting new customers set up and familiarized with a company's products or services. Customer success is the ongoing process of ensuring that customers are achieving their desired outcomes and getting value from the products or services.
Introducing a new user to a product or service isn’t a one-time event. It’s a journey that aims at long-term engagement and success. Not all businesses will have the same onboarding phases, but here are the four common ones: