User Onboarding Costs

Breakdown of User Onboarding Costs by Percent.

User onboarding is a crucial phase in the customer lifecycle, often acting as the first touchpoint where users interact with a platform or service. While the ultimate goal is to achieve a seamless onboarding process that encourages user engagement and retention, achieving this can involve various costs. Below is a detailed breakdown of traditional costs associated with user onboarding, represented as a percentage of the overall onboarding budget.

Training and Education – 30%

Onboarding often involves a significant investment in training and educating new users. This includes the creation of user guides, instructional videos, and interactive tutorials, as well as the costs related to any live training sessions.

Software Tools – 25%

Software tools for onboarding like Customer Relationship Management (CRM) systems, Learning Management Systems (LMS), and specialized onboarding platforms contribute to this segment. These tools facilitate the tracking, teaching, and engagement of new users.

Customer Support – 20%

Customer support teams often play a vital role during onboarding, helping users navigate the platform and troubleshoot issues. This includes both the human resources and technology needed to offer round-the-clock support.

Marketing and Communications – 15%

Email campaigns, push notifications, and other forms of outreach are essential for keeping new users engaged during the onboarding process. This category includes the cost of creating and executing these campaigns.

Data Analysis and Feedback Loop – 5%

Constant monitoring and analysis are crucial for improving the onboarding process. Costs here can include analytics software and the man-hours devoted to gathering and interpreting user data.

Administrative Costs – 5%

This includes the general administrative overheads like planning, employee salaries, and other miscellaneous expenses that cannot be directly categorized but are nonetheless necessary for the process.

Note on Average Percent

These percentages are based on industry averages and can vary based on the size of the company, the complexity of the product, and the target customer base. For instance, B2B companies might spend more on training and education, while B2C companies might allocate more towards marketing and communications.


Understanding the traditional costs involved in user onboarding can help organizations budget effectively and prioritize resources. It’s essential to remember that these are not just expenses but investments that, if managed wisely, can significantly contribute to long-term customer retention and revenue growth.

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