Work & case studies · SaaS & Technology
Onboarding assistant for a B2B SaaS product
An in-app assistant that guides new users through setup, answers product questions and nudges toward activation.
+27%
14-day activation rate
-35%
onboarding-related support tickets
Challenge
New sign-ups were dropping off before completing setup, and the support team was answering the same "how do I…" questions every day.
What we built
- A retrieval layer over docs, changelog and video transcripts.
- A Claude-based assistant embedded in the app with awareness of the user's current step, able to open the right settings page or pre-fill a form.
- Event tracking into the client's analytics stack to measure activation impact.
Results
Fourteen-day activation improved by roughly a quarter and onboarding tickets fell by about a third within two months of launch.
Next case study
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