Our onboarding docs were a mess for 3 years until we tried a video walkthrough

Back in 2021, our SaaS onboarding had a 40 page PDF that new customers ignored and we kept getting the same support tickets over and over. We switched to a 5 minute Loom video explaining the setup steps and our time to first value dropped from 14 days to 4 days. Has anyone else seen a big shift like this in their onboarding process?

3 comments

3 Comments

max22310d ago

Kinda miss the old pdfs honestly... sometimes video just feels like info overload.

finleyl3910d ago

Those 40 page PDFs might as well be written in invisible ink.

xena_bailey1810d ago

Wait, are you actually reading all 40 pages front to back? I usually just hit the table of contents and skip to the parts that actually matter to me, like the pricing or delivery dates. If you're wading through the whole thing, no wonder it feels like invisible ink - half of that stuff is just legal filler nobody cares about anyway.