Ask HN: Best way to onboard non-techies to saas software?

I find that 1/10 people are able to figure out how to successfully use the product and these are technical people.

The other 9/10 have some success or none at all. This is because they miss steps or do not do things properly as dictated by the manual.

I reach out to them and help them how to use the tool properly which half of that 90% appreciate.

The other 50% of that 90% just doesn't seem responsive even when I send them a personal email offering to train them and point out what they did wrong. They even leave once they spent very little amount of time. Are these people simply bad fit?

My #1 concern is people making a mistake on their end and thinking that it's the software's fault. Some people do ask if its something they did wrong which it usually is.

My current method is to monitor their usage and reach out if they had too many unsuccessful attempts.

I just want to know if there is a better way to onboard these non-technical people to my saas software which lets you extract data from video files. You need some input from the user in order to make the data what they expect. This is what large number of non technical users are having trouble with.