How Leading Companies Improved User Retention with Best SaaS Onboarding Practices

Written by
John Doe
Published on
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Table of Contents

Executive Summary

  • Importance of User Retention in SaaS — Sustainable growth in SaaS hinges on retaining users beyond the initial trial phase, with successful onboarding as a vital component.
  • Fotor's Retention Strategy — By leveraging LiveX AI ChurnControl, Fotor increased trial conversions by 5X and improved churn deflection by 2X through real-time, personalized interactions.
  • Wyze's Support Efficiency — Wyze utilized AI tools to enhance support efficiency, achieving an 88% self-resolution rate and 5-minute faster resolutions, thereby balancing high service standards with operational efficiency.
  • FashionPass's Subscriber Engagement — FashionPass used AI to automate support and increase retention, optimizing pause requests by 74.46% and reducing deflection rates by 53.85%.
  • Akool's Proactive Churn Management — Akool's integration of LiveX AI ChurnControl reduced churn by 26.4% and delivered a 40x+ ROI, demonstrating the effectiveness of proactive churn prevention.

The success stories of Fotor, Wyze, FashionPass, and Akool illustrate the transformative power of AI-driven onboarding and support systems in boosting user retention. For SaaS companies, the strategic investment in intelligent onboarding and proactive customer engagement solutions like LiveX AI is crucial for delivering consistent value and achieving sustainable growth.

In the bustling world of SaaS, user retention is like finding the perfect recipe for sustainable growth. It's not just about getting people to try your software—it's about making them want to stick around for the long haul. The secret ingredient? A top-notch onboarding process. Let’s dive into some inspiring stories where companies have nailed this crucial aspect and turned curiosity into loyalty.

Transforming Free Trials into Loyal Customers: Fotor's Journey

The Challenge: High Churn Rates Despite Strong Interest

Fotor, a leading AI-powered photo editing platform, was facing a pretty common issue: lots of folks were trying out their free trial, but not enough were sticking around to pay for it. Picture it like a revolving door—new users came in, took a quick look, and then left before seeing what Fotor was truly capable of.

The Solution: Implementing LiveX AI ChurnControl

To tackle this, Fotor turned to LiveX AI ChurnControl. This nifty AI tool helped them create a game-changing retention strategy. It offered real-time, personalized interactions that highlighted key features just when users were about to leave.

The system was clever enough to spot when users were losing interest, like if they weren’t logging in as much or hadn't tried out all the cool features. At these moments, Fotor's system would swoop in with personalized tutorials or guided walkthroughs, keeping users engaged.

Specific Outcomes and Learnings

  • 5X Increase in Free Trial Conversions: Fotor saw a huge leap in turning trial users into paying customers.
  • 2X Improvement in Churn Deflection Rate: Twice as many users stuck around thanks to AI-driven engagement.
  • Learnable Insight: Anticipating user needs before they even voice them can dramatically improve retention and turn trial users into lifelong fans.

Fotor's story teaches us that being proactive, rather than waiting for users to report problems, can transform the customer experience.

Wyze's Strategy for Enhanced Support Efficiency

The Challenge: Balancing High Service Standards with Operational Efficiency

Wyze, the go-to for affordable smart home tech, was juggling a classic dilemma. They wanted to keep their customer support top-notch without breaking the bank. With more products and a growing customer base, their support team was feeling the heat.

The Solution: Leveraging AI for Support Automation

Wyze found their solution in LiveX AI. They implemented AI tools like AI Assist and AI Reply to streamline their support operations.

Their strategy included:

  • Building an evolving knowledge base to answer common questions
  • Using contextual support to understand which product customers were asking about
  • Creating guided troubleshooting flows for frequent issues
  • Offering proactive setup help during the initial use period

Specific Outcomes and Learnings

  • 5-Minute Faster Resolutions: AI-assisted responses sped up ticket handling.
  • 88% Self-Resolution Rate: The team's workload was reduced, freeing them to tackle more complex issues.
  • Learnable Insight: AI tools can boost support efficiency, leading to happier customers and lower costs.

Wyze shows us that effective onboarding extends beyond the welcome mat. It's about providing continuous, accessible support that keeps users engaged, even when they hit a snag.

FashionPass: Revolutionizing Retention and Efficiency

The Challenge: Maximizing Subscriber Lifetime Value

FashionPass, known for its clothing rental subscriptions, faced a unique challenge. They needed to boost subscriber value while reducing the load on their support team. The subscription model had its quirks—users needed guidance on picking items, managing returns, and using their membership options. Plus, fashion is seasonal, and customers often wanted to pause rather than cancel.

The Solution: AI-Driven Customer Support and Retention

FashionPass turned to LiveX AI to automate support and enhance retention. This solution offered 24/7 responses and personalized tactics to keep subscribers engaged.

Their approach included:

  • A virtual stylist to help users find items that matched their style
  • Automated return reminders with personalized suggestions for future picks
  • Flexible pause options to keep users engaged during breaks
  • Recognizing customer milestones to build loyalty

Specific Outcomes and Learnings

  • 53.85% Improvement in Deflection Rates: Routine inquiries were reduced significantly.
  • 74.46% Optimization in Pause Requests: Subscribers were more engaged and likely to continue.
  • Learnable Insight: Automating support allows teams to focus on strategic initiatives, boosting user retention.

FashionPass highlights the importance of understanding your business's natural cycles. By treating cancellations or pauses as chances to show flexibility, they maintained long-term relationships.

Akool's Proactive Churn Management

The Challenge: Retaining Customers Amid Rapid Growth

As Akool expanded, they needed to focus on keeping customers to sustain their growth. Like many SaaS companies, they felt like they were on a treadmill—new users came in, but existing ones slipped away, threatening their growth.

The Solution: LiveX AI ChurnControl Integration

Akool implemented LiveX AI's ChurnControl to provide proactive support and gain insights into customer behavior.

Their strategy included:

  • Monitoring usage patterns to spot at-risk accounts early
  • Creating personalized re-engagement campaigns
  • Implementing "save flows" for users attempting to cancel
  • Gathering and acting on feedback to improve retention

Specific Outcomes and Learnings

  • 26.4% Reduction in Churn: Akool stabilized their growth by retaining more customers.
  • 40x+ ROI: The solution was cost-effective, boosting returns without extra acquisition costs.
  • Learnable Insight: A comprehensive churn prevention system can significantly enhance retention.

Akool's experience shows that churn prevention requires a system of detection, intervention, and continuous improvement. By being proactive, they transformed their growth dynamics.

Practical Onboarding Tactics from These Success Stories

Looking at these stories, several practical tactics stand out that any SaaS company can use:

  1. Feature Discovery Sequences: Guide users through key features to build their confidence.
  2. Success Milestones: Celebrate user achievements to reinforce the product’s value.
  3. Behavior-Based Interventions: Trigger workflows based on patterns of confusion or disengagement.
  4. Personalized Learning Paths: Tailor onboarding based on user roles and goals.
  5. Friction Point Analysis: Streamline areas where users struggle or drop off.

Conclusion: Key Takeaways for SaaS Onboarding Success

The success stories of Fotor, Wyze, FashionPass, and Akool show how powerful AI-driven solutions are in SaaS onboarding. By focusing on personalized engagement, efficient support, and proactive churn management, these companies have set the bar high for boosting user retention.

What ties these stories together is the shift from seeing onboarding as a one-time event to an ongoing journey. Successful companies know that users need different guidance at various stages—from the initial welcome to exploring advanced features and making renewal decisions.

For SaaS companies aiming to replicate this success, the path is clear: invest in intelligent onboarding solutions that attract and retain users by consistently delivering value and support. With solutions like reducing churn by 26.4% and boosting support efficiency, LiveX AI offers tailored solutions that enhance sales and increase renewals. Curious to see how LiveX AI can transform your customer interactions? Book a Demo today to experience our AI solutions firsthand.

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LiveX AI is the human-like AI agents that help B2C and DTC businesses improve customer retention, drive revenue growth, and reduce support costs. Designed to feel like a seamless extension of your brand, LiveX AI agents engage users across chat, voice, email, and search—resolving issues, boosting conversions, and proactively preventing churn. With AI agents that can improve customer retention by up to 35%, achieve self-service rates of up to 90%, and deliver actionable insights to enhance the customer experience, LiveX empowers businesses to scale efficiently while increasing loyalty and lifetime value across every channel.

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What is an AI Agent, and how does LiveX AI fit this role?

An AI Agent is an intelligent, human-like virtual assistant powered by Generative AI that can both communicate naturally and take action on behalf of customers. Unlike traditional chatbots, AI agents are agentic—they can perform real tasks such as processing cancellations, updating accounts, recovering carts, and guiding purchasing decisions. This creates seamless, proactive experiences that improve customer retention and satisfaction.

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LiveX AI is built to be the best fit for this role.

Our human-like AI agents help B2C and DTC brands improve retention, drive revenue, and reduce support costs by engaging customers across chat, voice, email, and search. By combining empathetic communication with real action, LiveX AI empowers businesses to build loyalty, prevent churn, and grow—without adding headcount.

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Can LiveX AI be used as an AI customer support tool?

Absolutely. LiveX AI provides human-like AI agents that help B2C and DTC businesses improve customer retention, boost revenue, and scale support—turning customer experience into a driver of growth.

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By delivering fast, personalized assistance across chat, voice, search, and QR, LiveX AI resolves issues in real time, reduces friction, and keeps customers engaged.

Unlike traditional AI support tools, LiveX AI goes beyond answering questions—it proactively prevents churn, recovers revenue, and builds loyalty. Businesses using LiveX have achieved up to 35% improvement in retention and 90%+ self-service resolution rates, helping them grow while reducing costs.

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What if I sell through a 3rd party? Can LiveX AI help me?

Absolutely. LiveX AI helps businesses improve customer retention, build loyalty, and drive growth—even when you don’t control the point of sale.

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With QR codes placed on packaging, inserts, or marketing materials, you can create a direct connection to human-like AI agents that engage customers instantly through chat, voice, or search.

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Whether it’s providing product education, troubleshooting, or post-purchase support, LiveX AI ensures every customer receives fast, personalized assistance—turning one-time buyers into repeat customers.

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By owning the post-purchase experience, you can reduce returns, improve satisfaction, and strengthen retention, no matter where the initial sale happens.

Is LiveX AI integrated with popular leading platforms?

Yes. LiveX AI seamlessly integrates with the platforms your business already relies on—making it easy to deploy human-like AI agents without disrupting your existing workflows.

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We integrate with leading systems like Zendesk, Intercom, Shopify, HubSpot, Salesforce, and Google Cloud, allowing your AI agents to work across support, retention, and sales functions. LiveX AI also offers dedicated apps for platforms like Intercom, Shopify, and Google Cloud, making setup fast and effortless.

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For businesses searching for AI agent solutions that work within their current tech stack, LiveX AI is designed to fit right in—enhancing customer experience, retention, and revenue growth without requiring costly overhauls.

Whether you're managing customer support, retention, onboarding, or commerce, LiveX AI integrates where you need it most—so your team can scale with AI while keeping full control over tools and data.

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What benefits does LiveX AI offer over traditional support methods?

LiveX AI helps B2C and DTC businesses improve customer retention, boost revenue, and reduce support costs—delivering benefits that go far beyond traditional customer support methods.

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Unlike static chatbots or ticketing systems, LiveX AI provides human-like AI agents that can both communicate and take action—resolving issues, preventing churn, and guiding purchasing decisions in real time. By combining empathy, personalization, and automation, LiveX AI turns customer experience into a true growth engine.

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Key Benefits Include:

  • Up to 35% Churn Reduction: Proactively engage at-risk customers to prevent cancellations and lost revenue.
  • Up to 90% Self-Service Resolution: Empower customers to solve issues instantly, reducing human workload and costs.
  • Real-Time Personalization: Tailor every interaction to customer behavior, history, and intent—at scale.
  • Proactive Retention & Growth: Predict churn, recover revenue, and drive repeat purchases through intelligent interventions.
  • Omnichannel Engagement: Reach customers wherever they are—chat, voice, email, search, or QR code—without disruption.
  • Fast Deployment: Go live in days, not months, with no complex engineering required.
  • Actionable Customer Insights: Gain real-time visibility into behavior trends, churn signals, and satisfaction drivers.

Why should I use LiveX AI over other AI solutions?

Most AI solutions on the market are built to deflect customers, not delight them—resulting in frustrating experiences that damage trust, hurt retention, and often push customers to demand a human.

They’re static, limited, and ultimately leave both customers and businesses unsatisfied.

LiveX AI is different.

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We provide human-like AI agents that customers actually want to engage with because the experience is so natural, fast, and helpful.

Our agents don’t just answer questions—they take real action: resolving issues, preventing churn, and guiding customers toward successful outcomes in real time.

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By improving retention by up to 35%, achieving 90%+ self-service rates, and delivering personalized, brand-aligned interactions, LiveX AI transforms customer experience from a cost center into a true growth engine.

With enterprise-grade reliability, security compliance (SOC2, HIPAA, GDPR), and omnichannel support across chat, voice, search, and QR, LiveX is the production-ready AI solution built to scale—and to strengthen customer loyalty at every touchpoint.

How does LiveX AI change how a business can interact with their customers?

LiveX AI gives businesses the modern customer engagement layer they need to meet today’s consumer expectations—before AI-native competitors leave them behind.



Powered by human-like AI agents, LiveX enables businesses to deliver personalized, real-time interactions across every channel—chat, voice, search, and QR—ensuring customers feel supported, valued, and heard.

Instead of relying on outdated support models that frustrate customers or slow down service, LiveX AI automates routine interactions, proactively prevents churn, and provides fast, empathetic assistance that strengthens loyalty.



With the ability to reduce churn by up to 35% and achieve 90%+ self-service resolution, businesses can improve retention, scale without added cost, and create the kind of customer experience that today’s market demands.

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The future of customer interaction is already here—LiveX helps businesses step into it.

How does LiveX AI Customer Support Improve User Engagement?

LiveX AI transforms customer support into a powerful driver of engagement, satisfaction, and loyalty—by delivering instant, human-like assistance across every channel.


Today’s consumers expect fast, effortless experiences. When they don’t get them, frustration grows, loyalty fades, and churn increases. LiveX AI changes that by making support seamless, proactive, and actually enjoyable—keeping customers connected to your brand.

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Key Benefits:

  • Instant, Accurate Answers: Human-like AI agents resolve questions and issues in real time across chat, voice, search, and QR.
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  • Omnichannel Availability: Help is always within reach—anytime, anywhere, across channels.
  • Higher Satisfaction, Greater Loyalty: Fast, effective support reduces friction, strengthens retention, and boosts long-term customer value.
How does LiveX AI help human / live agents and cut support costs?

LiveX AI empowers customer service teams by combining human-like AI agents with real-time agent assist tools that reduce support costs while driving growth and improving customer retention.



Unlike traditional AI solutions that focus only on deflection, LiveX AI is designed to support both your customers and your live agents—creating a seamless, scalable support experience that strengthens loyalty and revenue over time.

By automating routine tasks like email summaries, internal note creation, and common inquiries, LiveX AI reduces ticket volume, minimizes handle times, and frees your human agents to focus on complex, high-value interactions.



With real-time AI prompts, suggested responses, and natural language understanding, agents resolve issues faster and more confidently—while the system continuously learns and adapts to your business needs.

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Can LiveX AI scale easily and continuously improve?

LiveX AI is built to scale with your business—helping you grow efficiently while continuously improving customer retention, satisfaction, and support outcomes.

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‍Unlike rigid point solutions, LiveX combines human-like AI agents with enterprise-grade flexibility, making it easy to expand across new products, markets, and customer touchpoints without sacrificing quality.As your business evolves, LiveX AI learns and adapts in real time—refining its knowledge, improving responses, and proactively addressing new challenges. Our flexible workflows and seamless integrations ensure that your AI agents stay aligned with your brand, processes, and growth goals at every stage.

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By reducing support costs, increasing automation, and driving customer loyalty, LiveX AI is uniquely positioned to help you scale efficiently—delivering the modern, human-like engagement today’s consumers expect, without the overhead.

What is an AI Assistant and how can it improve my business?

An AI Assistant is an intelligent virtual team member that interacts with customers in a personalized, human-like way—resolving issues, answering questions, and driving engagement in real time.

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‍Unlike traditional bots or static tools, LiveX AI’s human-like AI Agents go beyond deflection to actively improve customer retention, satisfaction, and revenue growth.

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‍By delivering fast, consistent, and empathetic support across chat, voice, email, and search, LiveX AI helps businesses:

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  • Reduce churn and increase loyalty through proactive, high-quality interactions
  • Lower support costs by automating routine tasks and empowering self-service
  • Boost customer satisfaction and lifetime value with personalized, always-on engagement
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With actionable insights and continuous learning, LiveX AI becomes a key driver of both operational efficiency and business growth—helping you meet the expectations of today’s consumers while preparing for tomorrow.