Question

Any recommendations for apps for creating product onboarding tours for SaaS products?

I am currently interested in finding a product that can help me easily create product tours within our SaaS product so that they can be informed and educated about how to use it. There are quite a few options out there in the market from Intercom Product Tours, WalkMe, UserGuiding, Userlane, Pendo, etc - which makes it hard to decide which one to use. Help!

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iCanAutomate's avatar

I love this question because in 2019, I demoed every product on the market that offers this functionality -- Userlane, Userpilot, Userguiding, Pendo, WalkMe, Intercom, GainsightPX, Inline Manual, and of course, AppCues.

To bo honest, many of them are great and some are not. Most of them are priced very high, making them out of reach for early or growth stage companies.

And then I came across Userflow (https://getuserflow.com/) and after trying it out, I was convinced that it's doing something that nobody is doing -- making it dead easy to build complex flows while also offering all the fancy features -- at a price that doesn't break the bank.

After we started using it at Integromat, I got to know the founder personally who knows his stuff (quit Google to build this). I cannot recommend Userflow enough.

7 points
gaurabhmathure's avatar
29d

Thanks! So what would you say is the biggest advantage or reason you would recommend Userflow over Intercom Product Tours?

1 point
iCanAutomate's avatar
29d

Oh I would say the 2 cannot be compared. Product Tours by Intercom is just a feature that allows you to offer very simple walkthroughs. On the other hand, Userflow offers everything you need in order to build and deploy complex in-app guides and walkthroughs that are triggered based on events from your app. And like I had mentioned, Userlfow offers a really great flow-building experience.

2 points
sebastianseilund's avatar
27d

Userflow founder here đź‘‹

As Arpit mentioned (thanks, Arpit!) the major benefit of Userflow is the ability to build flows for even complex UIs, where other solutions quickly fall short.

I'd also postulate that we have the best and fastest UX for any flow builder. Check out this last update adding full keyboard navigation for #Superhuman-like flow building.

1 point
iCanAutomate's avatar
25d

Man the new update is rad. Sad that I can't use it right away!

2 points
maguay's avatar
@maguay (replying to @sebastianseilund )
27d

@sebastianseilund Woah that's very cool—don't believe I've seen either a kanban-style workflow builder or a command palette in any workflow-style builder, much less an onboarding tool. That's awesome to see!

Curious, what was your inspiration to build a product to take on user onboarding?

1 point
sebastianseilund's avatar
@sebastianseilund (replying to @maguay )
26d

A couple of years ago I had built another product, for which I had hardcoded a really cool interactive onboarding guide. Almost like a tutorial in a video game. New users were much more interested in this onboarding guide than the old product itself, and wanted to know how they could get one themselves or what tool I had used to build it.

I looked through the market and found nothing that I could have built it with. Then I saw a clear path to what Userflow is today :)

1 point
maguay's avatar
@maguay (replying to @sebastianseilund )
26d

Neat, thanks for sharing! There's so much potential for using gamified techniques across a far wider range of software.

1 point
annamelano's avatar
a month ago

I've tried Intercom product tours, and they are very intuitive and easy to set up. You can create a step-by-step tour with text, video, gifs, etc in basically minutes. They are a bit pricey though ($119.00/mo).

4 points
maguay's avatar
@maguay (replying to @annamelano )
a month ago

Was your team already using Intercom for in-site chat before adding on their product tours? And if so, was that price the additional fee just for the product tours feature?

1 point
annamelano's avatar
@annamelano (replying to @maguay )
a month ago

Yes, we were already using Intercom’s chat, and the price I mentioned above was the additional fee.

2 points
gaurabhmathure's avatar
@gaurabhmathure (replying to @annamelano )
a month ago

Thanks Anna. Appreciate your help and thoughts on helping us figure this out.

1 point
maguay's avatar
a month ago

A while back I’d done a bit of research on tools in this space for a community member who wanted to build software walkthroughs that would work offline or on custom domains. Of those, Inline Manual seemed the most interesting.

Pendo is another tool that looks very interesting for onboarding, since it combines onboarding tools with analytics to watch for which features people are using, spots that result in high churn, and more. Feels like that could be a great way to tweak onboarding to improve the overall product experience more than the average tool.

Another newer option to build an interactive walkthrough is Figma. Add your designs to Figma if they’re not already in there, link buttons together, add test callouts and highlights to showcase details, and you can create an interactive version of your app—albeit outside of your app itself. That can be an interesting twist between a demo version and built-in onboarding.

Then, in another discussion about product walkthrough tools, @DimaKanbanize recommended Appcues, mentioning that its tools to place the training directly in your app work really well. They also liked AppCues’ integrations with Segment and Amplitude for stats on your onboarding along with the rest of your product stats.

@Blakejmyer recommended Loom for this in a discussion about their favorite new software, where they use Loom to record quick videos to show people how to use software. That might be better for personalized tips for individuals though.

1 point
gaurabhmathure's avatar
@gaurabhmathure (replying to @maguay )
a month ago

Thank you @maguay. This is definitely useful - especially the previous thread you shared with me about product walk-throughs.

3 points
Charles's avatar
a month ago

We use Intercom and works really well. Before that we used Appcues but was extremely buggy.

1 point
gaurabhmathure's avatar
@gaurabhmathure (replying to @Charles )
a month ago

Awesome. Thanks Charles. Were there any constraints you had to work around with for Intercom?

1 point
Charles's avatar
@Charles (replying to @gaurabhmathure )
27d

Not really although it was a bit hard to figure out that you can implement Product Tours with their JavaScript API which fit us better. Other than that all good.

1 point
DimaKanbanize's avatar
@DimaKanbanize (replying to @Charles )
28d

Yes, Appcues has definitely gone through a very buggy phase in their product dev journey. After a big investment at the beginning of 2020 we've seen them resolve some of the biggest issues we've had with the tool + launch a few improvements on debugging and tracking flow performance.

We actually used both Intercom and Appcues for some time but Intercom is extremely invasive in terms of privacy and they weren't willing to deactivate that tracking or sign extended DPAs with us so we dropped the tool.

1 point
Cwilliams's avatar

We started with Appcues (2 -3years ago), was a little buggy and very tedious to manage - although I've heard they've made some great improvements to the admin interface.

We switched to Intercom's Product Tours (as we were already users of Intercom) and have been using it since release. The core functionality is resilient and very easy to manage. I don't think it's as feature-rich as Appcues nor do I feel they've made many interesting releases for Product Tours. Having said that, it's much easier to manage more of the end-to-end solution in one platform.

Appcues used to publish some great content on their blog though!

1 point
gaurabhmathure's avatar
@gaurabhmathure (replying to @Cwilliams )
29d

Thanks @cwilliams. I'm definitely looking to get started quickly and want to ensure I have the least dependency on the engineering team for this. Intercom definitely seems to be frictionless. However, I'm curious if you ever had to deal with the issue of using subdomains for different customer accounts (we are a SaaS app and hence need to provide your name.ourdomain.com/dashboard style domains).

1 point
Charles's avatar
@Charles (replying to @gaurabhmathure )
27d

We have that same case and we have no problem at all.

1 point
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