In-Product Onboarding -- Key part of Digital Success

Why does in-product onboarding matter so much for digital customer success? Simple: it directly impacts whether users feel supported and empowered from day one. An in-product approach allows customers to learn by doing—actively engaging with each feature at a pace that feels natural to them.The impact? Higher retention, lower customer service demand, and improved self-sufficiency. Here’s what I’ve found most effective:

?? Step-by-Step Guidance: Break down complex workflows to make self-serve easy. Studies reveal that self-serve solutions can reduce support tickets by up to 30%, allowing teams to focus on more complex issues.

?? Just-in-Time Tips: Provide help as customers explore new areas, offering the right info when it’s needed most. Nearly 70% of customers report they feel more engaged when given timely, relevant guidance.

?? Progress Tracking: Display a progress bar or checklist to encourage users to complete key onboarding steps, making their journey tangible and rewarding.

?? Task Recommendations: Suggest the next best actions based on user behavior, nudging users toward fuller engagement.

?? Feature Tooltips: Add contextual help icons and dynamic tooltips that appear as users interact with new or complex features.

?? Bake it into the UI and UX: Sometimes we use Walkme or Pendo because the UI or UX of our product doesn't take self-serve into consideration when the product is being designed. Self-Serve features should be part of the product vs something tacked on.

?? AI and Machine Learning Personalization: Leverage AI to offer personalized guidance and content based on each user's unique behavior and preferences. Companies that adopt AI-driven personalization report up to 30% higher engagement rates as customers are directed to relevant content and features at the right time.

?? Self-Serve Analytics: Enable customers to see which product features are being used and often compared to other users or companies, helping them identify areas to explore further and maximize the product's value. Companies that implement in-product analytics see 20-25% higher engagement as users gain clarity on their usage and potential next steps.

?? Celebratory Messages: Recognize key milestones to keep users motivated, with small wins that show their progress.

?? Personalized Experience: Create onboarding and adoption program that leverages AI to personalize content based on firmagraphics, their persona, information in your CRM, your Customer Success System or data warehouse, etc.Each of these elements helps create a sense of mastery and ownership for customers, even in the early stages. With 80% of customers expecting companies to offer self-serve options, now is the time to 'consistently' review your onboarding and adoption experience.

Need a place to start:

?? Talk to customers about their current experience.

?? Look at product usage data.

?? Get under the hood and review how the UI and UX were constructed.