The customer onboarding process is a critical part of any business. It's how you introduce your product or service to new users and give them the tools they need to achieve success with your company. The good news? There are plenty of strategies that can help you create an effective customer onboarding program—and this post will walk you through the most important ones.
Have a dedicated team to onboard new users
Having a dedicated team to onboard new users is important for a few reasons. First, it allows the team members to focus on the customer and their needs. Second, it allows for more responsiveness when customers have questions or need help with something. Third, it helps make sure nothing falls through the cracks, as there's one person assigned to each task instead of multiple people sharing responsibilities across several different products or departments.
Use a designated onboarding platform
While this step may seem obvious, it's easy to forget that your customers are likely in a position where they have dozens of apps and websites on their devices. This means that if you don't do something special to attract them, they might easily forget about your product or service entirely.
One way to ensure that this doesn't happen is by using a dedicated customer onboarding software. As per the experts at Userlane, “These tools help you create a consistent experience for new users by allowing you to streamline the entire process from the start (when someone subscribes) through signup and beyond.” It also allows you to automatically execute actions such as sending welcome emails and SMS text messages after someone subscribes; collecting user data; automating activation links; and tracking the success rate of each step along the way so that it can be improved over time.
Don't overcomplicate the process
Keep your onboarding process simple. This is a golden rule of customer onboarding and one that many brands break—usually because they think they need to create an elaborate, step-by-step process for every user. The truth is a simpler experience will work just as well for most users.
If you've made something easy to understand, then you're on the right track! When you add too many steps to the process or try to make it too complicated, you risk frustrating customers and making them lose interest before they've even started using your product or service. Instead of adding unnecessary steps, focus on making sure each step has enough information and guidance so that even new users can understand what they need to do next without having to ask questions or spend more time than necessary figuring things out on their own.
Create great user guides and resources
It's important that you create a knowledge base of your own. It may seem like an unnecessary step, but it can save you time and money in the long run. A customer support team is the backbone of any online business, but this doesn't mean that you should treat them like hired help. Their job is to be there for your customers when they need help or guidance—not just to answer questions or report bugs.
When you consider the number of apps and services people use every day, it's clear that onboarding has become an essential part of customer experience. By following these best practices for onboarding, you can ensure not only that your customers have a smooth journey through their first few interactions with your product or service but also set them up for long-term success.