Businesses tend to overlook the importance of customer onboarding. Nonetheless, this is one of the most critical parts in ensuring that new customers can settle in with your brand as smoothly as possible.
While attracting new customers is a victory in itself, your real goal is to secure their loyalty. Through customer onboarding, your customers will be able to see the long-term benefits of sticking with your brand.
Customer onboarding refers to the many different activities and experiences that buyers undergo post-sale. Having an effective customer onboarding strategy requires a staged approach to ease new customers into your brand and help them adapt with your service or solution. Failure to onboard customers successfully can result in them dropping or abandoning your product or service midway through.
With that, here are ways on how you can create your own customer onboarding framework for your business.
Choose the right software
Customer onboarding is usually a digital process. It is cheaper and more convenient for you and your customers that way. Fortunately, you don’t have to be tech-savvy to create one from scratch. You simply need to leverage the right technologies to make it effective and successful.
For one, you need to choose the right customer onboarding software for your business. It will provide you with the essential tools for your customer onboarding. Likewise, you can use it as the basis for your onboarding framework. This way, you won’t have to start from scratch. It offers automated functions such as sending welcome emails to new customers, progression tracker, onboarding checklist, and report generation.
Create customer-centric sales
When designing your customer onboarding process flow, you should consider setting customer-centric goals. This will serve as milestones for your customers as they go through their customer journey. It can be in the form of simple tasks such as setting up an account, installing pertinent programs, finishing the tutorials, and more.
Having achievable goals within your customer onboarding help you manage customers’ expectations. It gives them a clear overview of where their customer journey is heading to and what they need to do to get the most out of your product or service. But most importantly, it helps you measure the success and effectiveness of your onboarding process.
Avoid overloading customers
You must treat customer onboarding as a process instead of a one-time-big-time event. Take it a step at a time instead of overloading them with content in one sitting. Otherwise, they might have a harder time processing and remembering critical information about your service or solution.
According to KPMG, 66% of consumers value customer service and experience. In fact, these are two factors that compel them to be more loyal to brands. Hence, you should focus on providing an engaging and easily digestible onboarding experience for your customers.
You can keep activities short and spaced out instead of forcing customers to undergo them all at once. It is also important that you celebrate each milestone they hit during onboarding. And if they require a more in-depth knowledge for your product or service, provide them with an accessible knowledge base to allow them to find solutions to their problems on their own.
Personalize onboarding experience
What is the most common process of onboarding new customers? The answer would be personalization.
Each customer has their own demands and needs. Hence, there is no one-size-fits-all customer onboarding process that you can use for your business. They have their own preferences, pacing, and capabilities when it comes to learning more about your brand. If you can tailor fit your onboarding process based on their respective needs, the more effective it will be.
You can start by leveraging customer data and analytics. This allows you to get to know your customers and determine their respective needs and demands. You can also offer different options for your customer onboarding. For example, you can let your customers choose between a live onboarding process or the option to explore your brand on their own. Thankfully, with today’s technology, you don’t have to do this process manually as smart systems enable you to automate it.
Gathering data on your customers’ preferences and behaviors is now more convenient than ever. However, you still need sufficient understanding of data science to make the most out of this information. Fortunately, it is so easy to get an online degree in data science for learners nowadays. This will give you the ability to uncover hidden patterns and correlations in your customers’ actions and decisions and help you build better models for your customer onboarding process.
Start right away
New customers will often have trouble understanding how your product or service works on their first try. The longer they struggle, the higher the chances that they will abandon your product or service. Hence, you must make sure that you start onboarding them right away.
The first step would be to send them a welcome message. This can be in the form of an email or a pop-up window upon purchase or signing up. From there, you can guide them throughout the entire product setup and offer an interactive walk-through of your product or service. This is also where you can allow them to personalize their own onboarding experience by providing options on how they want to undergo the process.
Customer onboarding is a crucial process for businesses of all kinds—whether you are looking for innovative ways to grow your restaurant business or SaaS company. With the right tools and strategy, customer onboarding can become a powerful tool in securing your customers’ loyalty. There are many tools to choose from. You can check out Insightjet to learn more.