Better Done Than Perfect

How can you scale support with limited resources? What are the best ways to foster a strong community around your SaaS product? We continue Season 2 with Megan McMullin, the customer onboarding specialist at MeetEdgar. Megan breaks down how they transitioned from simple email support to various video formats, the tools for content creation, and much more. Visit our website for the detailed episode...

Can we apply customer success practices to books and courses? And how can infoproducts help SaaS customers succeed? Season 2’s first guest is Alex Hillman, founder of Stacking The Bricks and author of The Tiny MBA. We discuss the company’s conception and philosophy, how they handle customer service, what makes a great course, and so much more. Visit our website for the detailed episode recap with...

How can we improve SaaS onboarding, if user success requires doing hands-on work? How can you motivate them? Should you hire an onboarding specialist? Today’s guest, Kristina Quinones, divulges her onboarding secrets and strategies as Head of Customer Experience at MeetEdgar. You’ll get a glimpse into how they do onboarding, learn about their 7-day free trial experiment, content batching parties,...

Can a SaaS company restrict signups without putting their revenue at risk? Our guest today is Jordan Gal, co-founder of CartHook. You’ll learn all about the company’s famous onboarding breakthrough, Jordan’s take on product-user fit, as well as his advice for SaaS founders looking to make a real change. Visit our website for the detailed episode recap with key learnings. Show notes CartHook — Jord...

How can user research inform our user onboarding decisions?? We tap precisely into that with today’s amazing guest, onboarding strategist and SaaS consultant Alli Blum. You’ll learn about Alli’s professional journey, her definition of ideal onboarding, customer success milestones, and her bulletproof advice on conducting customer interviews. Visit our website for the detailed episode recap with ke...

SaaS is an industry open to anyone passionate enough to enter, but certain niches are particularly challenging — accounting and finance among these, no doubt. Our guest today is Paul Kogan, a fearless serial entrepreneur and the “new” founder of LessAccounting. You’ll hear about his multiple previous products, how he acquired and revamped LessAccounting, their user onboarding struggles, and his va...

Templates are a very powerful onboarding instrument, especially for “open-ended” creative tools. How do you use them effectively? Today’s guest is Christopher Gimmer, co-founder of Snappa. You’ll hear Christopher’s take on design templates, repurposed content, conversion, the friction of confirmation emails, onboarding videos, and much more. Visit our website for the detailed episode recap with ke...

How does a brand new SaaS company launch smoothly amidst a global pandemic? Can the founders learn from past errors, or is it all about starting from scratch? Today’s guest is Rand Fishkin, co-founder of SparkToro and previous co-founder at Moz. You’ll learn about SparkToro’s onboarding and launch strategies, their highly successful user survey, conversion tactics, and the founders’ past and prese...

Effective user onboarding is a matter of life and death for freemium products. Today we’re learning from one of the most established players in the email plugin industry. Our guest is Kim Gjerstad, co-founder of MailPoet. You’ll hear the product’s story as well as Kim’s insights on user onboarding, fighting churn, website design, and more. Visit our website for the detailed episode recap with key...

Why is it so critical to be aware of customers’ Jobs to Be Done, especially when you work on their onboarding? In this episode, we chat with Ramli John, founder of Growth Marketing Today, fellow podcaster and consultant. You’ll hear about Ramli’s EURECA user onboarding  framework, as well as his insights on segmentation, minimizing friction, success metrics, analytics tools, and more.  Visit our w...

Some entrepreneurs break into SaaS fairly early in life and make a real impact in the community. One of such inspiring founders is today’s guest, Adii Pienaar, the founder of WooCommerce and CM Commerce (previously Conversio). In this episode, you’ll hear about Adii’s successes  and failures in user onboarding, as well as his views on email marketing, task simplification, concierge onboarding, suc...

When it comes to user onboarding, one of the first names that pop to mind is Samuel Hulick, an accomplished UX consultant, founder of User Onboard, and author of The Elements of User Onboarding. In this episode, you’ll learn Samuel’s take on exactly that — the “ideal” user onboarding experience, as well as his Mario-fireball concept, Value Paths, success metrics, Jobs to Be Done, segmentation, and...