Is there really a right way to go about customer onboarding?
While many companies choose to do things differently, there are some best practices for the customer onboarding process so you can make sure your customers “stick” and you don’t have to keep restarting and trying to find more customers to make up for the ones your company lost.
Continue reading this article to learn the best practices for onboarding your customers.
Must-Know Best Practices for Customer Onboarding
When you look at companies like Digital KYC that make onboarding easier, it doesn’t look so intimidating but you still need to know the best practices below.
Don’t assume that your customers know what to expect after they purchase your product or service. When people purchase your products or services, you need to let them know what to expect and when to expect it.
When you work with enough people, you’ll begin to see patterns and trends. Use this information to let people know what is coming around the bend. The more they understand what they are experiencing is normal, the easier it will be to walk them through the process.
Customize the Process
Don’t go for the cookie cutter approach. Make sure you think about their specific needs as you’re going through the onboarding process. While one thing might be important to some people, others won’t want to spend much time going over that specific part of things.
Gather Customer Data
As you’re going through the onboarding process, ask questions and gather customer data. Whether you’re doing this through speaking with them 1-on-1 or if you’re gathering data through surveys and support forms — make it easy!
Not only should you make gathering data easy for the customer but you should also give them rewards for helping you help them. You might even offer a special discount code as they go through the questions.
Build the Relationship
When you take time to build the customer relationship after the sale, your company will stand out from the rest. Many companies forget to continue building the relationship after they take their money.
This is the case even when the sale is a subscription that will continue to pay out if the customer remains happy. Failing to build a relationship throughout the onboarding process is one of the biggest mistakes you can make and implementing relationship building is one of the biggest wins.
Keep in Communication
Even after the official onboarding process, you should still remain in the onboarding mode. You might send helpful articles or videos that can keep them learning and understanding your tool.
Plan out the communication so it is helpful and they open emails, answer calls and any other form of communication because they know you won’t waste their time.
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