How to enhance the on-boarding process using in-app support?

Businesses that buy enterprise software are constantly overlooking product adoption when it comes to enterprise applications today. The applications might solve a specific problem in the organization, but they often fail to realize that if users are not driven to accept the application, then the implementation may fail. This results in money and time being lost, as well as poor employee performance. We’ll present one method that has a proven track record of increasing end users’ adoption of products in this article.

I’d like to tie together the steps for providing In-App User Assistance through a web application’s various stages to help you better understand.

Introducing Users to New Applications: In-App User Support

In the past, new applications were introduced to users through instructor-led workshops, classroom training, and self-study material, such as user guides, detailed tutorial videos, and myriad eBooks.

Through these methods, one must spend significantly more time and energy figuring out how to use the software, therefore decreasing its learning retention rate. Users’ initial interactions with your application are likely to be adversely affected by an inadequate retention of knowledge.

Additionally, by providing your users with in-app help, your application can help them get all of the info they need while they are using it. Consequently, the user gets to learn by doing, and therefore, knowledge is retained more effectively and for longer periods of time.

We now have to ask ourselves, what are the best ways to utilise in-app user support to help users successfully onboard?

Throughout the remainder of this article we will explore how you can enhance the on-boarding process using in-app assistance.

1. Introducing your application with product tours

Providing a product tour lets you engage users in app assistance by giving them a hands-on experience of your application, enhancing the core value. Your users will be inspired to take action when you highlight specific aspects of a product tour.

2. Meet and greet users with pop-ups.

In-app help offered via pop-up messages lets you effectively welcome your users. A pop-up can display a CTA, a media link, a product tour or simply a message guiding the user through the app.

A pop-up is also useful for catching your users’ attention when you want to let them know your application has new features, when maintenance is due, or when there is something else important you would like them to know.

In addition, the software for generating leads, OptinMonster, offers users the option of choosing from two CTAs when they first sign up. A pricing page or knowledge base is presented to the user depending on their preferences.

3. Incentivize on-boarding by offering in-app assistance through gamification.

An on-boarding user is easier when the in-app assistance is gamified. As a player progresses through levels in a game, the complexity of the game increases. Motivating users as they progress is the whole idea behind gamified user assistance.

As an example, let us examine Salesforce Trailhead, Salesforce’s gamified learning and training platform, which empowers users to effectively implement its CRM.

Modules are available that are tailored to the needs of users. Trailhead badges can be acquired by taking quizzes, performing simulations, etc., within each module.

In addition to keeping users motivated, this keeps them informed of their progress, which helps them to stay on top of their game.

Following a successful introduction, it is crucial to train users to become expert users of your application.


Technological disruptions have led to an unprecedented pace of change in customer demands. Whenever possible, software vendors need to find new and better ways to deliver solutions in order to keep up with customer demands and outmanoeuvre competition.

Nevertheless, applications no matter how effective they are or not effective when users don’t easily adopt them and engage with them. Now that vendors are responsible for providing software solutions, they must also focus on improving product adoption.

As a result of its various methods of delivery, in-app assistance has begun to take over traditional support and training methods. The paradigm shift should, in the near future, fundamentally alter how products are adopted. We believe it’s time to look at newer, more dynamic technologies instead of the traditional methods.

Are there any other forms for In-app User Support? Comment below and let us know!