SaaS Onboarding with Keep'em
This guide covers how to use Keep'em as your product's onboarding experience. The goal: every new user gets a consistent, interactive introduction to your product with questions answered instantly.
Why Interactive Onboarding
Traditional SaaS onboarding is either documentation (nobody reads it), product tours (robotic and limited), or live calls (don't scale). Video is better — it's engaging and can cover complex workflows — but passive video leaves users alone with their questions.
Keep'em solves this. Embed your best product walkthrough in the dashboard. The AI answers questions using your video transcript and documentation. Complex questions reach your team with full context. You get data on where users struggle.
Setting It Up
1. Record Your Best Onboarding
Record the walkthrough you wish every user could see. Cover the core workflow, hit the key features, and keep it focused. 10–20 minutes is ideal for most products.
Tips for the recording:
- Address the viewer directly ("Here's how you'll set up your first project...")
- Pause briefly between topics to create natural chapter breaks
- Mention your most common support questions so the AI has transcript context for them
2. Upload and Configure
Create an on-demand event in Keep'em and upload your video. While processing completes, upload your knowledge base documents — your FAQ, help center articles, and any getting-started guides.
3. Embed in Your Dashboard
Follow the SaaS Onboarding Integration steps to register users on signup and embed the widget.
4. Monitor and Improve
After a week or two of real usage, review your analytics:
- Completion rate below 50%? Check the drop-off curve. Where are users leaving?
- Same question asked repeatedly? Add better coverage to the video or knowledge base.
- AI escalating too many questions? Expand your documentation.
Measuring Success
Track these metrics to evaluate your onboarding video:
- Completion rate — Your north star. Higher = more users seeing the full onboarding.
- Time to first value — Compare against your baseline. Users who complete the video should reach value faster.
- Support ticket volume — Should decrease for common onboarding questions.
- AI confidence rate — If the AI is handling 80%+ of questions confidently, your knowledge base is working.