A great onboarding experience will reassure consumers that they made a good decision. It will also increase their retention over the long run.
Two reasons drive customers to leave your company: 1) they don’t realize your product, and 2) they don’t see the benefits. Customer onboarding can mitigate both of these challenges.
Customer support is unlikely to be a problem. Your product is perfect for your market.
Fortunately, you already have a positive reputation with your clients, which is why they purchased your product in the first place. You can keep it that way by keeping things the way they are.
Essentially, you want to provide a consistent client experience from the first touchpoint until they are asked to comment. You can do this by ensuring that their experience with your product is as excellent as your sales cycle and that your promotional claims are kept.
This article explains how to implement customer onboarding into your customer-care plan and all you need to know about it.
What Customer Onboarding Is
Customer onboarding involves showing a new customer how to get the most out of your product or service. It represents all the steps required to bring in a new customer to your company or brand.
Customer onboarding consists of steadily and successfully implementing all your offerings to a potential customer.
Leaving a negative impact will damage your business. Clients cease to return when this happens. One of the primary causes of clients quitting is this.
According to your sector, acquiring new clients and offering to them is more remarkable than retaining and extending the accounts of your current customers. However, only 18 percent of businesses prioritize customer retention while 44 percent prioritize customer acquisition.
Customer onboarding has both a positive and negative impact on your company’s overall client journey, so does it significantly on the KPIs.
What Is the Timeframe for Onboarding New Customers?
A correct answer would be when the deal is complete. Many people believe the agreement is completed when the customer clicks on the dashed lines. However, this is not true. You have only half-completed your task.
Alternatively, some firms use different teams for marketing (the sales team) and onboarding/support (the onboarding/support team) (usually, customer success teams). However, money in the bank doesn’t necessarily mean you’re ready to go.
At the end of one phase (sale) and the subsequent (customer onboarding), the selling process will be complete, regardless of whether the sales team conducts onboarding themselves or delegates it to the customer success team.
When it comes to offering your product or service, being sure you deliver what you promise and provide guidance and assistance is an essential duty. Therefore, at this point, it’s most important to identify what sort of customer service each new client wants from you.
Having defined its goals and developing a strategy to reach them, it is essential to articulate its goals and plan to achieve them.
To put it another way, onboarding is getting someone on board with your product or service. It’s more than just giving the customer all the information they need to enjoy your product or service. It’s also getting to know them and their needs.
What Is the Significance of Customer Onboarding?
Comments from customers about your onboarding process how vital is it to maintain your consumers’ satisfaction (and keep them coming back for more)? It demonstrates the vitality of customer onboarding.
You must deliver what precisely the customer ordered within the terms of the signed agreements. Essentially, it is to maintain the relationship you established with the customer by providing what they purchased from you.
Many clients prefer a firm that provides better service since few businesses share this opinion.
Our research has proven that correctly onboarding your customers will result in satisfied customers. However, onboarding your customers properly offers you additional advantages as well. For example:
- You can count on consumers returning to you: Consumers who have a positive experience with your business are inclined to be loyal customers. Reliable customers are the lifeblood of your business.
Are you interested in word-of-mouth marketing? Your customers go to their friends and tell them about your brand. It occurs when your satisfied customers tell their friends about your business.
- Save time to demonstrate worth: Saving time is particularly important for companies with recurring revenue since those businesses have to interact and demonstrate value monthly.
- Keep clients from churning: This occurs when your products or services are not proving to be valuable to them.
Developing a Customer Onboarding Plan
Marketing campaigns wouldn’t be successful without a corresponding strategic plan; otherwise, the message would be incoherent and confusing.
Developing a customer onboarding program is no different. Put a purpose and strategy behind any material you design to get your customers on board.
With time, you’ll refine your onboarding strategy, but to begin with, you need to commit to a goal. Involve these three retention targets when you design your onboarding strategy, and make sure you include discovering more about your customers. The retention targets are as follow:
- Make users apply your product as many times as possible in the first week.
- Identify usage patterns.
- Render your product vital to your customers.
Combining the promotional and sales information you gather about your clients makes you more likely to offer a positive onboarding experience.
There is only one image that each of your customers has of you, regardless of how many times you interact with different leads. The more you can approach your encounters with customers as one unit, the more effective.
Implementing a Customer Onboarding Process: What’s the Best Method?
Listed below are six key stages in your onboarding process, along with guidelines and advice to ensure your new customers have deep connections with your product.
1. How to register
The registration process is only the beginning of a customer’s journey to onboarding. It is easier to think that customer onboarding begins when the customer signs up for your service.
According to Heap, the average conversion rate for their sign-up procedure was 36.2 percent in a survey of 79 SaaS providers.
Although every business is unique, if you have a more significant drop rate (when users register, then abandon it), it might mean that you are requesting too much data too quickly.
Guidelines for registration:
- Streamline your registration process as much as you can.
- You will need a great deal of information to register. Instead of requesting everything all at once, spread it out over several pages.
- Make simple sign-up for Google, Slack, or social media services they already use.
2. Send a greeting email
You should send an invite to a new customer after signing up to begin using and benefiting from your product. It is a significant step in your onboarding process.
Guidelines for greeting emails:
- appreciate the costumers
- Share any materials that will assist them in getting started.
- Return them to your product
3. Getting started
Their first visit to your website gives them a true sense of what your product is like. Perhaps your customer has seen a demo, toured your site, and looked at several screenshots.
An extensive tutorial or setup process is usually included to walk your customers through each phase of the setup process. It is where you get them hooked up and ready to use your product.
Guidelines when logging in for the first time:
- Don’t leave it up to your customer to figure it out!
- Make it easy for your consumer to win.
- Give points! we use this model at Hubber and it does work.
4.Adding data, sending invitations, and combination
In the case of B2B goods, your onboarding process will likely go beyond merely training about the product: It will now become part of your customer’s software platform and no longer exist separately. Customer combinations from other services they use, data transfers from different sources, and joining teams may be necessary to maximize the returns on their investment.
Guidelines for Adding data, sending invitations, and combination:
- As much of the procedure as feasible should be automated.
- Make it a choice.
- Assist as much as possible.
5. An overview of the product
Starting to use your product is the most efficient and effective method of introducing your product to your customers. A product walkthrough provides your consumers with information about how to get started and achieve their goals.
Guidelines for product walkthroughs:
- Allow users to dismiss parts or all of the walkthrough.
- Make it simple for folks to revisit it afterwards.
- Make it simple for clients to get further help if they require it.
6. Follow-up email
You should keep your clients involved during the onboarding process to avoid losing interest once they log in the first time.
In addition to your greeting email, you may send follow-up emails that provide advice and hints to help your customer use your product and encourage them to check back in.
Guidelines for sending follow-up emails:
- Share beneficial hints and ideas.
- Distribute frequently and in tiny doses.
- Contemplate distributing social proof.
Optimum Customer Onboarding Guidelines
Below you will find guiding principles that will assist you in creating a positive onboarding experience based on your data collection throughout all stages of your interaction with your consumers.
1. Discover your customer’s needs.
Your primary focus should be to gain a comprehensive understanding of your customer’s needs, which will automatically translate to their desires. Make a point to understand your customer’s obstacles, challenges, and desired solutions and outcomes. You can use this data to tailor your onboarding process and objectives.
2. Be specific about your expectations
You should lay out an eligibility criterion for your product’s use to sell it to your customers. Onboarding should maintain this approach since you must remind customers what the benefits of your product are and teach them how to cope with obstacles. If they come across a challenge, they’ll be more equipped and less likely to quit.
3. Demonstrate worth
Describe concrete ways your product can alleviate their problems. In addition to providing concrete examples, you should also add a unique twist to this. That way, you can get your new customer excited about your product. It would be beneficial to provide a launch call, retraining, or documentation in this situation.
4. Maintain a continuous line of interaction
Your customers generally prefer to communicate through email after they open your first welcome message. You can use email as a supplement for any in-app training you provide. You can rely on people logging in on their own to receive in-app alerts once your product has become necessary.
5. Establish customer-centric objectives
Your customer will set their own goals and KPIs based on their unique situation. Provide them with a method to measure success, and ensure that they receive further guidance along the way on how to improve results.
6. Make an effort to convince
Every communication should aim to provide the same great experience that enticed your clients to sign up for your service in the first place. Focus on giving a fantastic presentation that your customers will brag about and share it with their friends about.
7. Keep track of your progress
Onboarding benefits both your consumers and your company. Collect customer feedback, identify friction points, and measure essential data to see what’s effective and needs improvement.
Besides the usual procedures, you can do a few things to ensure your client’s onboarding experience is pleasant.
Consider every client as a unique individual. Each client has different needs and concerns. The more you can customize your approach to meet their needs, the greater your chances of realizing success – and keeping them.
You should take time to dismantle everything, and you should transfer data gently and incrementally. With each assignment, you should be clear about the instructions for how to complete it.
Assist your customers at every step. If they get lost or have a problem, be available to help them. Assign several customer services and achievement agents to new clients. During the onboarding process, it will enhance the experience and show you where your procedures need improvement.
Whenever you achieve a goal defined by the customer, celebrate your accomplishment. It will encourage long-term contact.