In-App AI Onboarding Copilot for a US B2B SaaS

The client

Layerbase · SaaS · United States · Engagement: 9 weeks · Team: 3-person WOW pod

The challenge

Layerbase, a workflow analytics platform, was activating only 34% of new signups within 14 days. Their onboarding was a 22-step checklist that most users abandoned by step 6. Customer success was drowning in ‘how do I…’ tickets, and the CS team of four was spending an estimated 60% of their week on questions the docs already answered.

What we built

WOW built an in-app copilot powered by GPT-4o with retrieval over Layerbase’s help center, changelog, and a curated set of 40 onboarding playbooks. The copilot lives in a persistent side panel, is aware of what the user is looking at (current dashboard, data connected, last action taken), and can actually execute setup steps — creating a workspace, connecting a data source, inviting teammates — through the Layerbase API. When it can’t help, it opens a Slack thread with the CS team pre-filled with context. Activation events are tracked in PostHog and fed back to refine the copilot’s suggestions weekly.

Results

Tech stack

“The copilot did in three weeks what our onboarding redesign couldn’t do in a year. Our CS team finally has time to work on retention instead of firefighting.”