What Are User Onboarding Tools? (With Benefits And Examples)

By Indeed Editorial Team

Published 28 May 2022

The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.

When introducing a client to new software, products or services, it is helpful to ensure the process is as smooth and easy as possible. Onboarding tools can make the introductory process efficient and successful. Learning about the various tools available and how they work can help you make an informed decision about which one to choose. In this article, we define onboarding tools, discuss their importance, highlight some factors to consider when choosing one and explore nine of the top tools you can consider.

What are onboarding tools?

Onboarding tools are software systems made to enhance the user onboarding experience. The tools simplify the process of introducing new users to a product or service and guide them on how to use it. User onboarding helps new users gain a basic understanding of and proficiency in a product or software tool so that they can become effective users. It involves predetermined assistance, step-by-step lessons and guidance from the onboarding team.

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Why is user onboarding important?

Here are some reasons why user onboarding is beneficial to businesses:

Enhances client engagement

User onboarding software helps make software or products easier to use so clients can accomplish their objectives quickly and effortlessly. With user onboarding software, you can present the actual value of a product or service to customers. The tool gives users a reason to sign back into the company's site to use the service or product again.

Boosts conversion rates

For most software companies, conversion is one of the most significant performance measurements. This is mainly because new users make acquisition decisions in the first few minutes of learning about a service or product. If you introduce onboarding at this time, you can quickly grow conversion rates. An onboarding software tool with a sophisticated product tour can appeal to users.

Instructs users and improves retention

In the service industry, getting new clients to pay regularly for a product or service is as important as persuading them to use it for the first time. Well-built onboarding software can give users confidence in a product or service, and this may increase the chances of them subscribing. When you satisfy a user through the onboarding process, they are more likely to pay for the service, which helps boost the retention rate.

Improves product usage

Most software products update their features from time to time to meet the needs of new clients. Sometimes, customers may get so comfortable with a product they may not realise there are new features. Onboarding software offers immersive product tutorials for new features, which may help speed up the user's full adoption of a product.

Reduces the cost of client support

Onboarding provides the same information about a product's usage as customer support. The customer support team often responds to customer concerns about how to use a product or service, and this can be costly in terms of money and time spent. Using onboarding software is an effective initiative for reducing customer care costs.

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How do you choose the right onboarding tools?

Here are some factors to consider when choosing a tool:

Customer interests

You can conduct a survey or ask existing clients for feedback about how a particular product is meeting their expectations. In this way, you can identify areas where you require an onboarding solution. This also helps you determine what kind of onboarding software to implement.

Bounce and exit rates

Monitor the bounce and exit rates on web pages to identify areas where you might need onboarding software. A page with a high bounce or exit rate may point to inadequate information on the usage of a service. In situations like this, you may need an onboarding solution to provide proper guidance.

Customers' learning preferences

Before choosing a tool, it is helpful to understand how your clients want to learn. If they prefer to learn more about a product through videos, you might consider a tool that accommodates onboarding through videos. If you find that email campaigns get the desired results, you might consider onboarding software specialising in email.

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9 examples of user onboarding tools

Here is a list of nine onboarding solutions you might consider:

1. Wistia

Once a user has finished watching an onboarding video, you might want them to visit a specific page or watch other videos on an app. You can easily encourage users to go through these steps via the Wistia tool. Wistia has easy-to-use video tools that make showing practical videos a smooth experience. You can personalise the video player by inserting a call to action, such as a link. By so doing, you can effortlessly lead users to an email sign-up list once they finish watching.

2. Bonjoro

The Bonjoro tool is a user onboarding solution that sends new users customised videos in the middle of onboarding. This helps lead users back into the app if they had left before the onboarding flow was complete. The tool informs you every time a user takes an action you have marked, for example, watching an informative video. You can record the action and send them a customised video.

With Bonjoro–Intercom integration, sending videos to customers when they need them the most becomes easy. The intercom imports tags and events into Bonjoro, so you can view a list of all users and what their last contact with you was. This enables you to record the relevant videos as soon as possible.

3. CloudApp

The CloudApp tool is an ideal solution if the company you work for does not have an internal video producer. It helps you design proficient onboarding videos for customers by taking footage of what is on your screen. The tool also allows you to record videos to support clients at various stages of the onboarding process. You can record a complete lesson showing how to create an app from beginning to end or make a video to respond to a client's query.

4. NeverBounce

The aim of onboarding is to introduce new habits and strengthen reproducible behaviours, which typically require as many visits to an app as possible. This means improving user involvement in the onboarding process, so the process does not end when a new customer completes a tutorial. The NeverBounce tool can help establish repeatable behaviours among users and can help entice users back to the app. NeverBounce–Intercom integration can push users to develop the habits that make the app an important component of their lives.

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5. Smartlook

Once a product develops and the client base grows, it is advisable to update the onboarding experience to encourage new users and decrease churn rates. This tool allows you to see precisely how users react to the onboarding flow, so you can spot and sort out prospective issues promptly. The tool's features include:

  • heatmaps showing which areas clients visit the most

  • reliable recordings showing the user's onboarding experience

  • conversion funnels showing users who churned between the steps of your funnel

All this information can help you recognise problems in your onboarding experience.

6. Grow

Data presented in visual forms, such as graphs or charts, are typically easy to interpret and help you identify trends quickly. The Grow onboarding solution allows you to display data to anyone using various visual representations, including bar graphs, pie charts and area charts. The presentation is much more attractive and captivating than data displayed in a spreadsheet. This tool's Intercom integration enables you to turn data into visualisations of the most relevant barometers.

7. Typeform

This tool is beneficial to the growth of a product, service or company as it comes with added advantages you may not get with analytics tools. While analytics tools only show you how long users take on an onboarding flow and the steps they take afterwards, Typeform shows you how the users feel. When you get a user's reaction to a particular flow, you can update the onboarding experience to get the desired results. This tool is powerful and can be a suitable solution for content creators wishing to get a response to their onboarding.

8. Survicate

Survicate is one of the most effective onboarding solutions for analysing customer responses. It allows you to generate many surveys about different stages of the user's onboarding journey. This tool's Intercom integration enables you to send surveys to clients whenever and however you choose, including within Intercom emails and programmed campaigns, on the website and within the app.

9. Wootric

Wootric helps you understand how effective the onboarding process is through customer effort score (CES) surveys. These surveys enable you to spot and eliminate barriers, so users can achieve their goals. The Wootric Intercom makes sending CES surveys effortless, and you can time the surveys to appear according to a user's activity. This tool's integration also keeps scores and comments in Intercom, enabling the support team to contact new clients who might experience challenges.

Please note that none of the companies, institutions or organisations mentioned in this article are associated with Indeed.

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