Customer Onboarding Video: 6 Tools and Success Stories

by Harlan Dave Tantog
Feature Image

SaaS customer onboarding is the process of helping new users to successfully adopt and use a software-as-a-service (SaaS) product. It guides them through the initial steps of signing up, setting up, learning, and achieving favorable outcomes with the help of a product. It is important because it can make or break the user's experience and retention.

A smooth and effective onboarding increases user satisfaction, loyalty, engagement, and referrals. On the contrary, poor or confusing onboarding leads to frustration, churn, and negative word-of-mouth. Therefore, SaaS businesses should invest in designing and optimizing their customer onboarding strategies to ensure long-term success.

In today's digital age, Software as a Service (SaaS) companies have become increasingly popular. With millions of businesses and individuals worldwide using SaaS products, it's more important than ever for these companies to ensure their customers are properly onboarded. That's where SaaS customer onboarding videos come in. In this article, we will explore the top X best SaaS customer onboarding video examples that are engaging, informative, and user-friendly.

SaaS Customer Onboarding

What is Customer Onboarding?

Before we dive into the best SaaS customer onboarding video examples, let's first define what customer onboarding is. Customer onboarding is the process of guiding new customers through the necessary steps to become familiar with a product or service. The goal of customer onboarding is to ensure that customers understand how to use the product or service, and ultimately become successful users.

Stages of Customer Onboarding

Customer onboarding can be broken down into several stages, including pre-onboarding, orientation, and training. During the pre-onboarding stage, customers are introduced to the product or service through marketing and advertising efforts. The orientation stage involves providing customers with the necessary tools and resources to get started, such as tutorials and user guides. Finally, the training stage focuses on providing ongoing support and education to ensure customers are successful in their use of the product or service.

Why are Customer Onboarding Videos Important?

Now that we understand what customer onboarding is, let's explore why customer onboarding videos are so important. Customer onboarding videos are an effective way to engage and educate customers on how to use a product or service. They can be accessed at any time and can be viewed repeatedly to reinforce learning.

Benefits of Customer Onboarding Videos for SaaS Companies

There are several benefits of using customer onboarding videos for SaaS companies. First and foremost, customer onboarding videos can help reduce customer churn rates by providing customers with the necessary education to become successful users. Additionally, customer onboarding videos can help increase customer satisfaction by providing a positive onboarding experience. Finally, customer onboarding videos can help decrease the burden on support teams by providing customers with self-service resources.

Challenges of Traditional Customer Onboarding Methods

Traditional customer onboarding methods, such as text-based user guides and tutorials, can be challenging for customers to understand and navigate. They can also be time-consuming and may not effectively engage customers. Additionally, traditional customer onboarding methods may not be accessible to all customers, particularly those with visual impairments or language barriers.

Advantages of Customer Onboarding Videos

Customer onboarding videos offer several advantages over traditional customer onboarding methods. First and foremost, videos are more engaging and can capture customers' attention more effectively than text-based resources. Additionally, videos can be accessed at any time and can be viewed repeatedly to reinforce learning. Finally, videos can be more accessible to all customers, particularly those with visual impairments or language barriers, as closed captioning and translations can be added.

6 Best SaaS Customer Onboarding Video Examples

SaaS onboarding can be a challenging process for many users. The good thing is that onboarding videos are great tools to help users get onboard quickly. Now that we've explored the importance of customer onboarding videos, we’ll explore six SaaS onboarding video success stories that have effectively guided users to maximize their product experience.

1. Asana
Asana is another popular project management SaaS platform. Through their onboarding videos, they demonstrate how users can use Asana to maximize team productivity, like managing projects, tracking progress, and collaborating with team members. Their onboarding videos highlight Asana's unique features, such as task dependencies and timelines. The video's clear and concise presentation makes it easy for new users to understand how to use Asana effectively. Below is a sample video you can check that will inspire you in creating your own onboarding video:

2. Dropbox
Dropbox is a popular cloud storage SaaS platform. Their onboarding videos have proven to be highly successful. They demonstrate how easy it is to upload and share files with Dropbox. They are straightforward and provide an easy-to-follow guide that any user can understand. The video also introduces some of Dropbox's unique features, such as team collaboration, file versioning, and selective sync. Check out their YouTube channel for more reference.

On the other hand,  you can watch this short video from one of their onboarding playlists:

3. Canva
Canva is a graphic design SaaS platform that allows users to create designs for social media, marketing, and other purposes. Its features, such as templates, design elements, and collaboration tools are highlighted in its onboarding videos to help customers create their first designs. On top of that, tips on how to use Canva effectively to create stunning designs are also there to help ensure that designs will look the best. The video's visually appealing presentation makes it easy for users to understand the capabilities of Canva. Watch it and get creative ideas on how to execute yours!

4. HubSpot
HubSpot is a marketing and sales automation SaaS platform. It helps users grow their businesses with various features and functionalities, such as email marketing, social media marketing, and sales automation. The onboarding videos show users how to use these features and how they can benefit from HubSpot, such as generating more leads and retaining more customers. The video is short and clear, making it a useful tool for new users. Check out their YouTube channel and check different playlists that helps anyone get onboard.

5. Trello
Trello is a popular project management SaaS platform. Their video introduction for users to learn the basics of using Trello, such as creating boards, lists, and cards, is a factor in their success. They showcase how Trello becomes a useful tool for various projects, including team collaboration and personal organization. The video's simplicity and ease of use make it a useful tool for users new to Trello.

6. Slack
Slack is a popular communication platform for teams. Their onboarding videos are a delight to watch and are something you don't want to miss out on. They demonstrate how Slack can help team members communicate effectively and efficiently. The video highlights the benefits of using Slack and provides tips on how to make the most of the platform. The video's simplicity makes it easy for users to understand the benefits of using Slack.

6 SaaS Customer Onboarding Video Tools

In addition to the examples of great SaaS customer onboarding videos, there are several tools available that can help businesses create their own effective onboarding videos. Here are some of the best SaaS customer onboarding video tools on the market:

  1. Loom
    Loom is a popular video messaging tool that can also be used to create onboarding videos. With Loom, businesses can easily record and share screen captures, webcam footage, and audio. The tool also includes editing features to help users create polished videos.
  2. Vidyard
    Vidyard is a video marketing platform that includes a video creation tool. With Vidyard, businesses can create onboarding videos, as well as other types of video content such as product demos and customer testimonials. The tool includes features such as customizable players, video hosting, and analytics.
  3. Camtasia
    Camtasia is a video editing and screen recording tool that is commonly used for creating onboarding videos. With Camtasia, users can easily capture screen recordings, add text and graphics, and edit their videos. The tool also includes features such as animations, music, and closed captioning.
  4. Wistia
    Wistia is a video hosting platform that includes a video creation tool. With Wistia, businesses can create onboarding videos, as well as other types of video content such as webinars and tutorials. The tool includes features such as customizable players, lead capture forms, and detailed analytics.
  5. Sharelo
    Sharelo is its customizable onboarding process. Businesses can create a tailored onboarding process for their customers, which can include training materials, tutorials, and other resources. This allows customers to quickly get up to speed with the tool and start using it effectively.
  6. Powtoon
    Powtoon is a video creation tool that specializes in creating animated videos. With Powtoon, businesses can create engaging onboarding videos using a range of customizable templates and graphics. The tool also includes features such as voiceover recording and music.

Overall, these SaaS customer onboarding video tools can help businesses create effective onboarding videos that engage and inform their customers. By utilizing these tools, businesses can create high-quality videos that help their customers get up to speed quickly and efficiently.


In conclusion, SaaS customer onboarding is an essential part of the customer experience for any SaaS-based business. By providing a streamlined and effective onboarding process, businesses can set their customers up for success and help them get the most out of their products or service.

We have seen some great examples of SaaS customer onboarding videos, including those from Canva, Slack, and HubSpot. Their onboarding videos provide a great template for businesses to follow when creating their own. Of course, this is possible with the help of tools that provide businesses with the ability to create high-quality onboarding videos that engage and inform their customers.

Businesses need to invest in their customer onboarding experience. By utilizing the examples and tools we have discussed, businesses can create a seamless and personalized onboarding process that sets their customers up for success. This will ultimately lead to higher customer satisfaction, retention, and revenue for the business.

Boost your sales with engaging video conversations