“80% of a company’s future revenue will come from 20% of its current customers” - Gartner
Customer onboarding is the process of integrating and guiding new customers as they begin to use a product or service. It is a crucial step in the customer lifecycle, as it lays the foundation for a successful and long-lasting relationship.
An effective onboarding process helps customers understand how to use the product, perceive its value, and build trust and loyalty from the start. In a survey conducted 58% of customers would pay more for better customer service (Shep Hyken, 2022).
The right process prevents customers from leaving because they don’t understand how to use the product or the value they will receive from it. While many companies choose to do their onboarding manually, it is worth noting that there are many specialized software solutions that can help streamline business user onboarding.
Why is customer onboarding important?
There are a few reasons why the onboarding process is important and crucial:
1. Clear and timely communication: Establish clear and timely communication with new customers from the outset, taking into account deadlines, communication methods. This also includes sending welcome emails, scheduling introductory calls and providing a calendar of next steps.
2. Customized tutorials and demonstrations: Offer customized tutorials and demonstrations that show customers how to use the product or service effectively. This can include videos, webinars or in-person training sessions.
3. Timely and concise documentation: Provide timely and concise documentation, such as user guides, FAQs and knowledge articles. This helps customers find answers quickly and become self-sufficient.
4. Build Trust: Onboarding demonstrates experience, expertise and commitment to the customer’s objectives.
5. Ongoing Support: Provide ongoing support through a dedicated customer service team. This may include assistance by phone, live chat or email.
Implementing an effective onboarding process
To implement an effective onboarding process, there are these steps that will help you have greater control of the information and know what to do with that information:
1. Establish feedback channels: Create surveys, open-door policies and other means for customers to share their opinions and experiences.
2. Evaluate metrics and measurements: Review feedback received to detect common trends or areas of concern.
3. Iterate and continuously improve: Uses insights gained to refine and optimize the onboarding process on an ongoing basis.
Closing Thoughts
A well-designed onboarding process is critical for companies looking to create an exceptional experience for their new customers. By offering tutorials, documentation and ongoing support, companies can build trust and loyalty, ensuring that customers get the maximum value from their purchases.
By maintaining a constant cycle of feedback, analysis and improvement, companies can ensure that their onboarding process remains effective and tailored to the changing needs of their customers. By investing in an effective onboarding process, companies can increase customer satisfaction, reduce churn and generate more revenue in the long run.