Three Reasons Your Onboarding Sucks— and why onboarding should be your biggest marketing tool.
I still remember the first time I tried to set up a customer support system for an app. I was in Paris, working with a team of engineers, and getting them to move from individual inboxes to a shared inbox was much harder than I thought. Fast forward 15 years, and I had to do it again, it was a very similar story. And it hit me: nothing has really changed. So, whether you're selling accounting software to SMEs or selling home decor to local resellers - let’s talk about the three big traps I've seen in SaaS onboarding First: building your onboarding setup last. We treat onboarding like an afterthought. We launch the product, and then think, “Oh, yea, we need a few fields and a click-through flow to start.” Then we dump people into a maze of settings, and by the time they feel comfortable, they’re overwhelmed. And they bail. But the real problem is deeper than that. By giving them a simple, rushed onboarding flow, you set the expectation that your product itself will be simple...