If you work on a SaaS team, you know first impressions matter. A clunky onboarding experience can kill user enthusiasm fast. But most teams are stuck with the same boring emails and canned walkthroughs. Customers tune out, churn ticks up, and you’re left wondering what went wrong.
Let’s talk about a different approach—and how Bonjoro fits (or doesn’t) into a real-world onboarding workflow. This is for SaaS folks who need something that actually moves the needle, not just another shiny tool.
Why SaaS Onboarding Still Feels Broken
Here’s the hard truth: most onboarding is forgettable. You set up a drip email, maybe a help desk sequence, and cross your fingers. But:
- New users ignore generic emails.
- Automated messages feel… automated.
- You rarely know if anyone’s actually getting value.
Personal attention could fix a lot of this, but scaling it feels impossible. That’s where Bonjoro’s “personal video at the right moment” pitch comes in. But does it actually help, or is it just another fad?
What Is Bonjoro, Really?
Bonjoro is a tool for sending quick, personalized videos to customers—usually at key moments like signup, trial activation, or upgrade. You record short videos, send them via email or DM, and (in theory) get way more engagement than a plain text message.
It integrates with most of the major SaaS tools: CRMs, help desks, email platforms, and Zapier. The idea is to inject a bit of human touch into an otherwise cold onboarding process. But here’s the thing: it’s not magic. If you phone it in, your results will be underwhelming.
Where Bonjoro Actually Helps in Onboarding
After digging in and talking to teams who use it, here’s where Bonjoro makes a real difference:
- Welcoming new signups: A 30-second video from a real person (not just a logo) stands out in a crowded inbox.
- Nudging inactive users: A friendly check-in, not a guilt trip, can turn trial users into paying customers.
- Celebrating milestones: Congratulate someone for finishing setup, unlocking a feature, or hitting a usage goal.
- Answering common questions: Sometimes a quick demo video is faster than a wall of text.
You’re not sending videos for every little thing—just the moments where a real human touch can tip the scales.
Where It Falls Short
Let’s keep it real:
- It doesn’t replace onboarding guides or in-app walkthroughs. Video is great for connection, but it’s not always the fastest way to explain complex stuff.
- If you automate too much, it backfires. Generic “personal” videos are worse than a well-written email.
- Not everyone wants video. Some users prefer to scan text or screenshots. Give them options.
How to Add Bonjoro to Your SaaS Onboarding (Without Making It Weird)
Here’s a step-by-step approach that works for most SaaS teams. Skip what doesn’t fit your workflow.
1. Map Out Your Key Onboarding Moments
Don’t start with the tool—start with your customer’s journey.
- Where do users typically drop off?
- When do you wish you could reach out personally, but don’t have time?
- What questions or blockers come up again and again?
Jot these down. You’re looking for “moments that matter,” not every single step.
Pro tip: Don’t overcomplicate it. Most teams get value from just 2-3 key touchpoints.
2. Connect Bonjoro to Your Existing Tools
You want Bonjoro to react to real events, not force you to manage yet another dashboard.
- CRM integration: Pull in new signups or leads automatically.
- Help desk: Trigger a video when someone opens their first ticket.
- Zapier: If you’re using a tool it doesn’t support directly, Zapier can usually bridge the gap.
Set up triggers so you (or your team) get notified when it’s time to send a video. Don’t try to manually track every event—automation is your friend here.
3. Record Videos That Don’t Suck
This is where most teams mess up. Don’t script a commercial. Don’t read off a teleprompter. Just be yourself.
Keep it simple: - Look into the camera (phone or webcam is fine). - Keep it under 60 seconds. Shorter is better. - Use their name and mention something relevant (“Saw you just signed up from Toronto!”). - Be specific—reference their company, role, or what they’re trying to do.
What to avoid: - Generic “Welcome to our platform!” videos. Users can spot a fake. - Overly polished or stiff delivery. You’re not shooting a Super Bowl ad.
Optional: If you’re camera-shy, record a few “evergreen” videos for common questions, but still try to personalize when it counts.
Pro tip: Batch your videos. Set aside 15 minutes a day to knock out a handful. You don’t have to drop everything every time a trigger fires.
4. Deliver Videos in the Right Channel
Bonjoro lets you send by email, SMS, or even direct message (depending on your stack). Email is the default, but:
- SMS gets faster opens, but can feel intrusive if you haven’t set the expectation.
- DMs (like Slack or Intercom) are great if you’re onboarding teams already using those platforms.
- Email is still the most universal, but be sure your subject line is clear (“Quick hi from [Your Name] at [Your Company]!”).
Always include a fallback for people who don’t want to watch video (like a short text summary or link to your help docs).
5. Track What Actually Moves the Needle
Don’t assume it’s working—measure it.
- Open rates and click-throughs: Bonjoro gives you this out of the box.
- Reply rates: How often do users respond or take the next step?
- Churn/activation: Are more users sticking around after getting a video?
If you don’t see an uptick in engagement after a month, tweak your timing, delivery, or message. Sometimes just moving the video to a different step in the onboarding process makes a huge difference.
What not to obsess over: Vanity metrics. Who cares if someone watched your video twice but never activated? Focus on real outcomes—like conversions, feedback, or support tickets resolved.
What About Scale? (And Burnout)
If you’ve got thousands of new users a week, you’re probably thinking, “No way can we do this for everyone.” Fair point.
- Prioritize high-value leads. Send videos to folks who fit your target customer or are most likely to convert.
- Use group videos for cohorts. Sometimes a “Hey, [Product] beta testers!” video is almost as good as one-to-one.
- Automate the rest. For low-touch users, stick to your regular onboarding flows.
And if you just don’t have time? Don’t force it. A handful of well-timed, authentic videos beat a flood of half-baked ones.
The Bottom Line: Keep It Human, But Keep It Simple
Bonjoro can absolutely improve SaaS onboarding—but only if you use it thoughtfully. It’s not a silver bullet, and it won’t fix a broken product or a confusing signup process. But for moments where a real person can make a difference, a quick video beats another template email every time.
Don’t try to boil the ocean. Start small, focus on the steps that matter, and cut anything that feels forced. Iterate based on what your users actually respond to. And if video isn’t your style? That’s fine too. The best onboarding is about clarity and care—not the latest tool.