The business world is growing at a fast pace, and survival is the key to sustenance for online business. Customer onboarding is a crucial part of business growth. If you want to stay in business with a prominent presence, coping up with evolving nature of the digital world is necessary. As soon as customers sign up for your business, retaining the attention and building good relations will be beneficial.
The lack of potency to adapt the best onboarding practice may not show desired results. By incorporating the best onboarding practices, you ensure that customers know the service or product that the brand caters to. So, starting on the right path will add high lifetime business value. If planning to offer a positive experience, you should make most of the onboarding levels.
What Is The Customer Onboarding Process?
Customer onboarding is the process of guiding the new customers to buy your products/services, to start using them, and to stay engaged. This process consists of several steps and resources that help in incorporating a product into the user’s life as easy as possible.
Many people think that the customer onboarding process is completed when the customer purchases products or signs up for some service, but that’s not true!
That is just your job half done. The actual onboarding starts when the sale is made. It is a process to guide the customer to be consistent and loyal to you throughout his/her journey with your company.
#1 Have An Integrated View About The Customers
The holistic view will help you outline the expectations and vitals of the context that the customers are looking for. It demands having a data-driven decision-making process. The success of customer engagement would help retain its attention. It is important to set goals based on expectations at this level and plan to execute them smoothly. Try to understand the customer’s expectations better and deal with them in the sales process when the product is out in the market. Include the following that would help in extensive customer tracking:
- Contract and the transactional data
- Detailed use of the product
- Behavioral data
- Customer feedback depending on the survey and their satisfactory scores
- Getting idea based on business interaction with the customers
#2 Communicate On Time
Knowing the value of communication with customers would help retain their attention, and you get to know customer’s actual lookout from the product. Leverage the relationship by delivering a personalized experience. The data received from tracked boarding practice and the success team would help automate the communication by delivering the right and relevant information to clients on time.
In addition, period updates will help clients know the progress. This would make them feel valued, as a result of which they would feel engaged and tie a common cord of relation with the brand. Therefore, customizing the onboard experience can be beneficial for the business.
#3 Setting Goals & Achieving Them
When customers search for a personalized product, they will find information about them. You need to set the goals and try achieving them and let the customers understand its proper usage and its relevance with business. By this, you can measure the success rate and track the customer’s progress. Onboarding is essential, and the quicker it goes, the faster the customer experiences the actual value that the product has in its store.
#4 Practice Efficient Team Onboarding
Before onboarding, it is important to collect vital data that helps standardize the operation in place. Make sure that the customers are on the same page and deliver a smooth experience to customers. Keep the onboarding checklist handy and thoroughly check the elements in it. Try to use progress-driven metrics, use the warning systems, and try to automate routine tasks. Make the most of digital channels to reach customers easily and cater to their requirements.
Try to choose easy-to-reach channels to offer assistance in technical support, billing problems, and resolve them quickly, without escalating them to a higher level. Ensure that response from your end is never delayed as eventually, customers would lose patience.
As customers get accustomed to using the product, they should get easy access to technical support to resolve situations quickly. Moreover, having clear channels of communication would help them approach the customer support team quickly to get the issues resolved.
#5 Monitor Customer Needs
A business platform should be feature-packed to keep a track of client progress during onboarding. Regular checking of the dashboard would keep you informed about progress and about elements that need immediate attention. If customers’ needs are not met, planning for review sessions to uncover challenges would be suitable. Help the customers succeed by achieving their goals, so keep reviewing to help you know the areas that require modification.
#6 Importance Of Follow-up Post Onboarding
Though the relationship with the customer starts with onboarding, it mostly depends on how you cater to the needs with proper follow-up. Do not make the mistake of cutting all ties after the onboarding is done as this might result in a loss of customers. Instead, make ways for quick and easy communication with clients and give them reasons to come back again. When new employees have queries, show them a direct channel to meet the team and easily communicate well.
Therefore, periodic follow-up is useful to see if queries about products or services are cleared. If customers have mastered the art of using the product, they would be happy and eager to learn about higher techniques. This would help customers with the timely adoption of any upgrades or add-ons valid with the product line.
#7 Customizing The Onboarding Journey Is Important
Customization does not stop as you need to automate emails depending on behavioral patterns like time spent and task completion for experienced users. Try for a trial-based project that ensures that the users do not lose interest; instead, the product is an excellent fit for their business requirements.
You have to automate cross-selling by identifying the right set of users by presenting them with the right set of services or products. Also, customize the add-ons better for your customers and find the potential sources to boost revenue for your business. It would enhance customer satisfaction and deliver better value.
#8 Know The Key Performance Indicators
The influencing and performing parameters would determine the success rate of the onboarding process and it results in enhanced customer satisfaction. Choose the right metrics as they would help you to understand the impact of onboarding and find room for improvements.
Some key indicators are mentioned below:
Measuring Activation Rate
The indicators would let you know the rate of satisfaction of customers using the product. Onboarding would guide them to understand better how to incorporate the product into a business setup and make the most of it. However, the activation reflects the success rate of the customers in using the latest service or products.
Customer Satisfaction Post-onboarding
The assistance post onboarding would help you know how much customers liked the product, whether they would recommend it to others, and how they benefitted from it. Take up the scores to understand how the onboarding process has helped.
Average Speed Of Onboarding
Depending on the time taken by customers for onboarding, you can evaluate the parameters and track their impact. This helps to improve the metrics to help the customers trust you.
Delay In Process
You need to find the metrics that cause the delay and how you can ease out the onboarding process. Then, work on the factors that would boost up the process.
Keep account of every detail onboard as it would help you know the behavioral pattern of the customers and try to invest in iterations for better outcomes.
#9 Importance Of Customer Voice Tracking
Onboarding is the first step, and you need to monitor the satisfactory level of the customers further. Listening to the feedback is the key as it helps measure the rate of customer engagement for the service or products.
Focus on requesting, gathering, evaluating the feedback that helps improve on levels and offer the best service to the customers. Try to prioritize the customer’s voice as it helps boost users’ experience.
#10 Offering Enhanced Customer Onboarding Service
Here are some vital elements that you can include in the customer onboarding process to make it a hassle-free one:
Prepare A Welcome Screen
Having a welcome screen can take the onboard experience to the next level. It can be a good introductory gesture, valuing the customers and helping them better with the use of the new service or product.
Offer Virtual Product Tours
It can be in the form of slideshows with many screens or videos of the product, letting customers grasp better insight into the usage of the product. Though virtual tours offer valuable product details, not all users opt for them. However, as users are impatient, something attractive onboard is sure to allure them, and they would not skip it.
Try to maintain a flexible onboarding process for new customers and focus on offering a better experience to the users. This lays the foundation for a strong relationship with clients. Giving importance to the initial and formative stages can be beneficial to let the new customers know how much you value the new employees and clients onboard.
Try incorporating these processes in your enterprise for suitable results, giving value to customers, and boosting customer engagement. These would help in enhancing customer advocate and introduce customer-centric growth in your organization. It is about engaging your new users and retaining the attention of the existing ones from quitting. It is only possible by incorporating the best and proven onboarding practices.