How IT and SaaS Companies Are Transforming Customer Onboarding with hihaho—Video Design to Reduce Churn

In the SaaS business, much of the churn occurs within the first 90 days after signing a contract.
There is a limit to how much static operation manual videos can do to retain customers who leave because they 'could not master' the product without realizing its value.
Redesigning the onboarding experience itself to be interactive is the shortest route to reducing churn rates.

Incorporating a 'learn by actually touching' experience into onboarding videos

Using hihaho's iFrame interaction, you can embed demo environments or sandboxes directly into your videos. Viewers do not need to pause the video or open a new tab; they can try out operations on the spot while watching the explanation. This shift from 'watching to understand' to 'touching to retain' is the foundation for increasing onboarding completion rates.

When you can operate a demo environment within a video, the number of support inquiries naturally decreases. The case study of @nifty Hikari, which introduced hihaho and saw a 134% year-on-year growth in inquiries (improving the quality and volume of inquiries through self-resolution rather than just the number of cases), shows what happens when videos go beyond one-way content.

Retaining customers at all stages with branched content tailored to their proficiency level

Traditional videos suffer from the dilemma of uniformity, where 'you have to present the same information at the same depth to all viewers.' Explaining advanced features to first-day users is redundant, and repeating basic operations to power users is boring—this leads to a decline in engagement.

Using hihaho's branching function, you can place an option at the beginning asking, 'How long have you been using this?' and automatically guide users to beginner, intermediate, or advanced learning paths. The production cost is for one video, but the experience delivered is equivalent to three. A design that allows customers to learn at their own pace is directly linked to both an increase in onboarding completion rates and the depth of product utilization after completion.

Standardizing proposal quality with a demo library for sales engineers

In IT and SaaS companies, the cost for sales engineers to set up demos from scratch for each customer adds up. By turning product demos for different use cases into an interactive library with hihaho, sales representatives can select and send the optimal demo before a meeting and collect data on the customer's viewing status (which scenarios they were interested in, where they stopped, etc.).

Viewing tracking data can also be integrated into customer success health scores. By creating a mechanism to follow up early with 'customers who have not watched the video to the end,' you can nip signs of churn in the bud.

Increasing onboarding completion rates boosts LTV

The biggest variable determining SaaS LTV is the duration of continued use.
And what most strongly dictates the duration of continued use is the initial onboarding experience.
Users who experience the value of the product will continue to use it, and users who continue to use it become candidates for upsells.

If you are interested in solving problems with interactive videos, please contact Spline Global.

Spline Global Inc.