How do you get SaaS customers to actually show up for onboarding?
I work in Customer Success at a SaaS company, specifically as an Onboarding Specialist. A big part of my role is to understand the customer’s business, goals, and current processes, then build an onboarding plan around those goals and connect them with the right features/use cases to drive adoption. The challenge I keep running into is getting some customers to engage in the first place.
Sometimes they:
- Don’t respond to the initial outreach.
- Don’t schedule the first onboarding/discovery session.
- Say they’re busy and keep postponing.
- Start using the platform themselves but never really go through onboarding.
I try not to send the generic “Hi, please book your onboarding call” type of message. I usually research the business beforehand and reach out mentioning that I’ve looked at their use case, have some ideas for how they could use the platform, and want to understand their workflow before recommending anything.
Still, there are always customers who are difficult to activate.
For the onboarding/CS people here:
What has actually worked for you to increase first-call booking and onboarding engagement?