The ultimate goal of this process

[shapanqqcceqd]

Is to help the new user understand the potential.

"Onboarding isn't just about getting someone into the product quickly," Yigal says. "It's about getting them to a point where they're as aware as possible of what they're going to see on the other end, and you're as aware as possible of what they're trying to do on the other end."

Measure, measure, measure.

You can't do it if you don't measure everything. One of the gambling number user data benefits of a SaaS product is that you can collect a lot of metrics because you have all the data. So measure what you care about. That's how you improve.

When it comes to Logz.io, those first five minutes are what Igal's team cares about most: how long it takes a new user to access the system and how long it takes a new user to sign up once they've signed up for the product.

"A lot of customer success is about speed," says Yigal. "When we first started, we had to set up a new environment and index for each customer. Everything was created in a shared environment, but the process required some work behind the scenes that took about five to 10 seconds. One of the first things we did to improve that first five minutes was to switch to using an existing environment so that when someone hits the login button, they're in there - no waiting."

Once a person has logged in, Yigal looks at completed tasks to help measure the client's success.

"We measure the percentage of users who sign up," he says. "Whether a customer starts sending logs provides valuable feedback on the usability of the system, so we set goals and then work to improve our metrics against those goals by providing wizards, demos, videos, and guidance to make sure we're helping users successfully complete their tasks.