01The challenge
Trial users who never finished setting up
Many people signed up for the free trial but never completed setup, so they never saw what the software could do. Onboarding emails were easy to miss.
Customer success chased inactive trial users by hand, support answered the same setup and billing questions every day, and renewals depended on manual follow-ups.
02What they switched on
Onboarding, support and renewals on WhatsApp
The company used SAMWAD to guide customers through the whole subscription, from trial to renewal.
- 1Message templates →
Welcome and setup nudges
New trial users get setup steps and tutorial links on WhatsApp, and a nudge if they haven’t finished key steps.
- 2WhatsApp Flows →
Onboarding checklist in the chat
Users work through a setup checklist and ask for help in a form inside WhatsApp.
- 3Chatbot builder →
A support chatbot
Common questions about setup, invoicing and subscriptions are answered in the chat; complex issues go to an agent.
- 4Campaigns →
Renewals and product updates
Customers get renewal and invoice reminders with a payment link, plus feature updates and webinar invitations.
See it in WhatsApp
One of the automations above, as the customer sees it.
Illustrative chat. Names and details are examples.Hi Karan, welcome to your free trial! You’re 2 steps from sending your first invoice.
10:40 amContinue setupGo to Settings → Taxes and add your GSTIN. Here’s a 1-minute video showing how.
10:42 amWatch videoTalk to supportGreat 🎉 You’re ready to send your first invoice.
10:44 am03The results
More users set up, more users paying
76% of trial users now finish setup, up from 47%, and trial-to-paid conversion rose from 14% to 23%.
The first support reply now comes in about 7 minutes instead of 2 hours 15 minutes, so agents can focus on technical and account issues.
04What you can copy
Lessons for SaaS and B2B teams
- Measure setup completion: trial users who finish setup are the ones who pay.
- Nudge on WhatsApp, where it gets read; keep email for detail.
- Let a chatbot answer setup questions so agents handle the hard cases.
How we measured
- 14% → 23% trial-to-paid conversion. Share of free-trial users who became paying customers (+9 percentage points). Period: Apr–Jun 2026 vs the previous 3 months. Source: from the customer’s own reports.
- 47% → 76% trial users finishing setup. Share of new trial users completing essential account setup (+29 points). Period: Apr–Jun 2026 vs the previous 3 months. Source: from the customer’s own reports.
- 7 min first support reply. Average first response, down from 2 hours 15 minutes (about 95% faster). Period: Apr–Jun 2026 vs the previous 3 months. Source: from the customer’s own reports.