{"id":183500,"date":"2024-04-29T07:16:04","date_gmt":"2024-04-29T07:16:04","guid":{"rendered":"https:\/\/userpilot.com\/blog\/in-app-help\/"},"modified":"2026-02-26T12:45:53","modified_gmt":"2026-02-26T12:45:53","slug":"in-app-help","status":"publish","type":"post","link":"https:\/\/userpilot.com\/blog\/in-app-help\/","title":{"rendered":"In-App Help for SaaS: Types, Examples, and Tools"},"content":{"rendered":"<h2 id=\"77mif\"><strong>What is in-app help?<\/strong><\/h2>\n<p>In-app help (or in-app support refers to the provision of assistance and guidance directly within a software application or platform.<\/p>\n<p>It allows users to access relevant information, tutorials, tips, or support resources without leaving the application interface.<\/p>\n<h2 id=\"f58uh\">What is contextual sensitive help?<\/h2>\n<p>Context-sensitive help (or contextual in-app guidance) refers to <a href=\"https:\/\/userpilot.com\/blog\/in-app-guidance-saas\/\">providing assistance or guidance<\/a> within a software application that is relevant to the user&#8217;s current context or actions.<\/p>\n<p>Instead of offering generic help documentation or instructions, contextual sensitive help delivers information tailored to the specific task or feature the user is interacting with at that moment.<\/p>\n<p>For example, when a user interacts with a feature, contextual-sensitive help shows helpful tips, pop-ups, or links to tutorials that match the feature they&#8217;re using.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/helpful-content-tooltip-userpilot_ac5a9344a754fc0ca75c56aaa4838968_800.png 1x, https:\/\/images.storychief.com\/account_6827\/helpful-content-tooltip-userpilot_ac5a9344a754fc0ca75c56aaa4838968_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/helpful-content-tooltip-userpilot_ac5a9344a754fc0ca75c56aaa4838968_800.png 1x, https:\/\/images.storychief.com\/account_6827\/helpful-content-tooltip-userpilot_ac5a9344a754fc0ca75c56aaa4838968_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/helpful-content-tooltip-userpilot_ac5a9344a754fc0ca75c56aaa4838968_800.png\" alt=\"contextual tooltips \" \/><\/picture><figcaption>Build contextual tooltips.<\/figcaption><\/figure>\n<h2 id=\"2o52s\">Context-sensitive help vs. in-app help<\/h2>\n<p>Context-sensitive help and in-app help are both methods in SaaS to assist users in understanding and navigating the interface, but they serve different purposes and are delivered in different ways.<\/p>\n<p>Here are the main differences:<\/p>\n<ul>\n<li>Scope: Context-sensitive help provides immediate assistance based on user behavior (i.e. interactions with a feature), while in-app help offers comprehensive support covering a wide range of topics and features.<\/li>\n<li>Delivery: Context-sensitive help is delivered dynamically based on the user&#8217;s actions within the application, whereas in-app help is typically accessible through dedicated help sections or <a href=\"https:\/\/userpilot.com\/blog\/navigation-ux\/\">menus within the application<\/a>.<\/li>\n<li>Timing: Context-sensitive help is available in real-time as users interact with the application, while in-app help is available on-demand whenever users seek assistance or information.<\/li>\n<li>Depth: Context-sensitive help tends to offer brief, <a href=\"https:\/\/userpilot.com\/blog\/segmenting-onboarding-messages\/\">targeted guidance<\/a>, while in-app help provides more detailed explanations, <a href=\"https:\/\/userpilot.com\/blog\/in-app-tutorials-adoption\/\">tutorials<\/a>, and troubleshooting resources.<\/li>\n<\/ul>\n<h2 id=\"cm379\">Why is in-app support important?<\/h2>\n<p>In-app support plays a crucial role in enhancing the user experience and ensuring that users can effectively use your product. Here are several reasons why in-app support is important:<\/p>\n<ul>\n<li>Timely assistance: Users often encounter questions or issues while using an application. In-app support provides timely assistance so users can quickly find answers without interrupting their workflow.<\/li>\n<li>Improved user engagement: Access to in-app support resources, such as tutorials, walkthroughs, and FAQs, encourages users to explore and understand your product.<\/li>\n<li>Reduced frustration: Effective in-app support can mitigate user frustration by providing clear guidance and solutions to common problems. This can help boost user satisfaction and <a href=\"https:\/\/userpilot.com\/blog\/how-to-build-customer-loyalty\/\">build loyalty<\/a>.<\/li>\n<li>Self-service capabilities: In-app support often includes self-service options such as searchable knowledge bases or troubleshooting guides. These resources empower users to find solutions independently, <a href=\"https:\/\/userpilot.com\/blog\/how-to-reduce-support-ticket-volume\/\">reducing the burden on your support team<\/a> and enabling users to resolve issues at their own pace.<\/li>\n<\/ul>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-bar-settings_88567d9d041c76344e4085aa8ad166ba_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-bar-settings_88567d9d041c76344e4085aa8ad166ba_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-bar-settings_88567d9d041c76344e4085aa8ad166ba_800.png 1x, https:\/\/images.storychief.com\/account_6827\/search-bar-settings_88567d9d041c76344e4085aa8ad166ba_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/search-bar-settings_88567d9d041c76344e4085aa8ad166ba_800.png\" alt=\"search bar settings\" \/><\/picture><figcaption>Search bar settings.<\/figcaption><\/figure>\n<h2 id=\"drjig\"><strong>What does the in-app help include?<\/strong><\/h2>\n<p>In-app help lets your customers communicate with your customer service team through a familiar messaging interface that mimics the way they communicate across multiple channels.<\/p>\n<p>Now let\u2019s see what in-app help includes.<\/p>\n<h3 id=\"7hcei\"><strong>In-app help button to access support and chat<\/strong><\/h3>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/help-center-widget\/\">help desk widget<\/a> or help center widget integrates your knowledge base and documentation with your product.<\/p>\n<p>Your help desk or help center can be used to support your users, so they don\u2019t have to open another tab every time they need assistance.<\/p>\n<p>Help center widgets generally work the same. You should include a help button to access support and chats.<\/p>\n<p>Depending on your UI, that button might appear in a menu or be a dedicated tool. This will largely depend on the frequency with which users will need assistance. Make sure the system is also as accessible as possible.<\/p>\n<p>Users can access the widget by clicking the button. The widget will cover part of the screen, overlaying your product.<\/p>\n<p>Afterward, they can browse your help documentation to find the guidance they require and use it to solve their problems.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-chatbot_3429af49712f47b523bc3e0d7ca50f5a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/amplitude-chatbot_3429af49712f47b523bc3e0d7ca50f5a_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-chatbot_3429af49712f47b523bc3e0d7ca50f5a_800.png 1x, https:\/\/images.storychief.com\/account_6827\/amplitude-chatbot_3429af49712f47b523bc3e0d7ca50f5a_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/amplitude-chatbot_3429af49712f47b523bc3e0d7ca50f5a_800.png\" alt=\"Chat widget example from Amplitude\" \/><\/picture><figcaption>Chat widget example from Amplitude<\/figcaption><\/figure>\n<h3 id=\"4alu1\"><strong>In-app support help center and knowledge base hub<\/strong><\/h3>\n<p>A <a href=\"https:\/\/userpilot.com\/blog\/15-saas-best-help-center-designs\/\">help center<\/a> is a self-service support feature in apps that helps users resolve common issues. The difference between help centers and knowledge bases is that the former is part of your website, whereas the latter lives within your app.<\/p>\n<p>Besides managing customer expectations, a help center helps you reduce support costs by minimizing the need for a large number of customer support representatives.<\/p>\n<p>There are several resources that you can include in your help center. The list includes knowledge bases, a support chat shortcut, a quick way to report bugs or open support tickets, and any other integrations you think would be useful to users.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-resource-center-editor-customer-retention_b95908149c800d76d10a832a21de985f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor-customer-retention_b95908149c800d76d10a832a21de985f_1600.jpg 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-resource-center-editor-customer-retention_b95908149c800d76d10a832a21de985f_800.png 1x, https:\/\/images.storychief.com\/account_6827\/userpilot-resource-center-editor-customer-retention_b95908149c800d76d10a832a21de985f_1600.jpg 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/userpilot-resource-center-editor-customer-retention_b95908149c800d76d10a832a21de985f_800.png\" alt=\"Resource center builder in Userpilot\" \/><\/picture><figcaption>Resource center builder.<\/figcaption><\/figure>\n<h3 id=\"61j37\"><strong>In-app guidance tooltips to announce new features<\/strong><\/h3>\n<p><a href=\"https:\/\/userpilot.com\/blog\/onboarding-tooltips-saas\/\">Onboarding tooltips<\/a> are contextual popups that describe product features contextually. Most often, they are used for interactive product tours and <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-improve-onboarding\/\">walkthroughs<\/a>.<\/p>\n<p>Tooltips can also be used to announce newly released or updated features, run interactive guides, and trigger in-app contextual help to enable self-service or prompt upsells.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/upgrade-tooltip_9889128781aad00a413d846626abdb92_800.png 1x, https:\/\/images.storychief.com\/account_6827\/upgrade-tooltip_9889128781aad00a413d846626abdb92_1600.png 2x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/upgrade-tooltip_9889128781aad00a413d846626abdb92_800.png 1x, https:\/\/images.storychief.com\/account_6827\/upgrade-tooltip_9889128781aad00a413d846626abdb92_1600.png 2x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/upgrade-tooltip_9889128781aad00a413d846626abdb92_800.png\" alt=\"Create upgrade tooltips using Userpilot\" \/><\/picture><figcaption>Create contextual upgrade tooltips.<\/figcaption><\/figure>\n<h3 id=\"41han\"><strong>In-app hotspots to prompt users\u2019 attention to interact with the UI<\/strong><\/h3>\n<p>UI hotspots provide contextual pointers toward a specific part of your UI via blinking patterns. These can be used to point to different elements on a page or a particular part of the UI.<\/p>\n<p>During <a href=\"https:\/\/userpilot.com\/blog\/product-led-onboarding\/\">onboarding<\/a>, hotspots are typically created to direct user attention to a certain action.<\/p>\n<p>Utilizing various engaging UI patterns (hotspots, slide-outs) can help you captivate users and direct their attention to the most relevant areas of the onboarding flow.<\/p>\n<p>Hotspots and tooltips can be combined to draw attention (hotspot) and explain (tooltip).<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/hotspot-userpilot_440caaf5134532cf3005a883818083e9.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/hotspot-userpilot_440caaf5134532cf3005a883818083e9.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/hotspot-userpilot_440caaf5134532cf3005a883818083e9.gif\" alt=\"Hotspots settings in Userpilot\" \/><\/picture><figcaption>Hotspots settings.<\/figcaption><\/figure>\n<h3 id=\"fcjj8\"><strong>In-app help-driven actions to guide users step-by-step<\/strong><\/h3>\n<p>The <a href=\"https:\/\/userpilot.com\/blog\/interactive-walkthroughs-saas\/\">interactive walkthrough<\/a> shows users how to use a product step-by-step through a series of driven actions. In comparison to linear tours, interactive tours are far superior because they are tailored to the user\u2019s actions! They are used to onboard new users, highlight secondary features, and train new employees.<\/p>\n<p>A good interactive walkthrough can have an impact on just about every SaaS metric, including activation, retention, <a href=\"https:\/\/userpilot.com\/blog\/increase-user-engagement\/\">engagement<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/feature-adoption-101\/\">adoption<\/a>, <a href=\"https:\/\/userpilot.com\/blog\/time-to-value\/\">and time to value<\/a>. When planning a walkthrough, begin with a <a href=\"https:\/\/userpilot.com\/blog\/welcome-screen-saas\/\">welcome screen<\/a> that segments your users, then take them through the key steps.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/kommunicate-contextual-ui-tooltip_32b868f709d42d35c5d804889eaa68cc.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/kommunicate-contextual-ui-tooltip_32b868f709d42d35c5d804889eaa68cc.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/blog-static.userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/kommunicate-contextual-ui-tooltip_32b868f709d42d35c5d804889eaa68cc.gif\" alt=\"Kommunicate\u2019s interactive walkthroughs\" \/><\/picture><figcaption>Kommunicate\u2019s interactive walkthroughs.<\/figcaption><\/figure>\n<h3 id=\"92a8n\"><strong>In-app checklist to introduce users to the main functionality of the app<\/strong><\/h3>\n<p>Onboarding <a href=\"https:\/\/userpilot.com\/blog\/user-onboarding-checklist-tips\/\">checklists<\/a> can make all the difference when it comes to getting SaaS users to the <a href=\"https:\/\/userpilot.com\/blog\/the-aha-moment-for-product-onboarding-activation\/\">activation<\/a> point. When a SaaS user begins using a new product, an onboarding checklist guides him or her through the process by specifying tasks or steps to follow.<\/p>\n<p>To increase users\u2019 awareness of the <a href=\"https:\/\/userpilot.com\/blog\/user-activation-benchmarks\/\">activation<\/a> point, you can utilize the Zeigarnik effect. It is a psychological phenomenon describing a tendency to remember interrupted or incomplete tasks or events more easily than tasks that have been completed.<\/p>\n<figure class=\"image strchf-type-image regular strchf-size-regular strchf-align-center\"><picture><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/attention-insights-flow_e33916d47bb3b0157026f6cbfe98c25d.gif 1x\" media=\"(max-width: 768px)\" \/><source srcset=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/attention-insights-flow_e33916d47bb3b0157026f6cbfe98c25d.gif 1x\" media=\"(min-width: 769px)\" \/><img decoding=\"async\" src=\"https:\/\/userpilot.com\/blog\/wp-content\/uploads\/2026\/02\/attention-insights-flow_e33916d47bb3b0157026f6cbfe98c25d.gif\" alt=\"Attention Insights\u2019 onboarding checklist\" \/><\/picture><figcaption>Attention Insights\u2019 onboarding checklist.<\/figcaption><\/figure>\n<h2 id=\"1f727\"><strong>Conclusion<\/strong><\/h2>\n<p>In-app help is crucial for providing a positive onboarding process and making customers think that they have made the right choice.<\/p>\n<p>In-app help contains a lot of components that you can use for different cases: tooltips, checklists, hotspots, etc.Want to provide in-app help to your users and improve customer onboarding? All of this code-free? Then book a <a href=\"https:\/\/userpilot.com\/userpilot-demo\">free demo<\/a> call with us to get started!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>A smooth customer onboarding process is key for any SaaS company, and in-app help can be a real game-changer. Let&#8217;s explore some ways to use in-app help to improve customer onboarding.<\/p>\n","protected":false},"author":55,"featured_media":183502,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[48],"tags":[896,468,550,400,50],"class_list":["post-183500","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-user-onboarding-category","tag-in-app-help-center","tag-in-app-messaging","tag-onboarding-tools","tag-self-serve-onboarding","tag-user-onboarding"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Use In-app Help to Improve Customer Onboarding<\/title>\n<meta name=\"description\" content=\"In-app help can enhance and simplify the customer onboarding process easily. 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