Your newest SaaS customers have just signed. They are excited and ready to see what your platform can really do.
Fast-forward a few days, and that same customer has cooled after a couple of onboarding emails.
It’s not a lack of interest. They’ve lost momentum, and long emails aren’t bringing them back.
However, you can create a bridge between excitement and adoption with video calls.
Video calls let you meet your new customer with a shared screen, shared context, and a shared “aha!” in real time.
Let’s see how?
The Obsolete Toolkit: Why Email and Chat Are Failing Your Onboarding
If your onboarding relies solely on text, you’re building invisible walls between your solution and your customer. Especially for complex platforms, the limitations are severe.
Yes, you can use e-mail and chat, but let’s see their downside during onboarding.
1. The Email Black Hole
Email is the absolute black hole of onboarding.
You can send various emails to customers who already know your product. It is better to respect their time and avoid pushing too hard. But for new users in the onboarding stage, timing matters. They need quick, clear answers and simple guidance right away.
When you use e-mail for onboarding, the process is like:
You send a guide; they might read it. When they have some difficulties, then they hit a wall, and you wait for their reply.
At the end, using email for onboarding is a game of delays, which is turning a quick fix into a two-day technical roadblock.
The conclusion is that email is slow and dull. The excitement fades while the customer tries to figure out what your instructions mean or explain what’s going wrong.
2. The Problem with Chat
Live chat feels fast, but it’s brutally inefficient for complex configurations.
For instance, let’s say your customers are trying to troubleshoot API integration or walk through multi-step configurations. For them, for this very moment, using chat bubbles is a nightmare.
Besides, it creates a contextual vacuum, forcing your team and the customer to guess what the other is seeing.
You simply can’t deliver effective real-time customer support for serious issues when you lack shared visual context. This friction is a direct path to the dreaded “exit” button, increasing the likelihood of churn.
The Video Advantage: Three Ways Live Calls Guarantee Success
A live video call shatters ambiguity during onboarding. By using video, you deliver speed, clarity, and connection exactly when your customer needs it. This fundamentally elevates the entire SaaS customer onboarding experience.
1. Personalized Onboarding That Builds Immediate Trust
Video onboarding instantly tears down that transactional wall. When your customer sees an actual human face instead of another faceless brand, they relax.
Suddenly, you’re not ticking boxes together; you’re on the same side, solving things like teammates.
Both your customer and the success team get benefits from this process.
Let’s see how.
- For the Customer
They stop being a ticket number and start working alongside a dedicated expert. This instant, human connection gives them the psychological safety to ask the necessary “beginner” questions that often hide critical adoption blockers.
- For the Success Manager
You gain context! You can read the customer’s hesitation or frustration in real time. Then you can adjust your training on the spot. This makes the process far more intuitive and effective than any static virtual onboarding tool or document.
2. Turbocharge Customer Adoption and Time-to-Value (TTV)
TTV is the metric that matters most because it shows how fast a customer starts getting real value from your product. The sooner they get benefits, the less likely they are to churn and the more likely they are to expand their usage.
And video? It’s the rocket fuel that speeds that up.
The video calls are basically good at two things:
1. Real-Time Guided Configuration
Once you start to use video for support, you stop sending complex guides for IVR setup or flow configuration. Because your customer success team can literally guide the customer’s cursor by screen sharing, and that ensures a correct setup the first time around. This is truly interactive onboarding at its most effective.
2. Instant Firefighting
Is integration error pop-up? No problem. Forget the screenshot marathon.
If you are using video, the customer success team sees the error during the call, diagnoses it, and resolves it in a single session.
These two things guarantee true real-time customer support. Because they are turning multi-day technical issues into a five-minute win.
3. Fortifying Authority to Improve Customer Retention
A smooth, professional video call quietly says, “Yep, these folks know what they’re doing.”
Think of a few examples.
A customer success manager jumps on a call five minutes after spotting an issue, fixing it with the customer before the customer even reports it. Or the team uses a short video call to walk a client through setting up their dashboard instead of sending a ten-step guide. These small, human moments stick.
It shows your team is sharp, attentive, and genuinely cares about helping. That confidence makes customers feel good about choosing you, and keeps them from second-guessing their decision later.
Click2Connect: The Ultimate One-Click Video Call Shortcut
The objection to video used to be complexity. How do we launch it? Will they have to download software?
Click2Connect’s Video Call feature destroys those excuses. As a leading video call software for SaaS, it eliminates the friction, making video the default, low-effort option.
The core promise of Click2Connect is simple: it makes the most powerful and easiest tool to deploy.
- Provide a Human Touch at Scale: CSMs can instantly pivot from chat to video the moment an issue requires visual clarity. Forward-thinking systems even leverage AI-powered customer engagement signals to proactively suggest a video call at the exact moment a customer shows signs of confusion, maximizing impact and efficiency.
- Maintain Context: The live video call is initiated right where the customer is working, ensuring context is never lost, and guidance is always relevant.
