How to optimise your business's customer onboarding strategy
In today's corporate world, the customer onboarding process is one of the most critical components of a company’s Customer Relationship Management. Consider this scenario: you have spent months of energy and a significant sum of money developing an app, running campaigns to attract customers' interest, and generating a reasonable quantity of in-app traffic, which is followed by app installations.
It's a home run! You are probably thinking that making money with your app will be simple today. However, according to a survey, 60% of consumers would download your app and check it once before uninstalling it. After the first 60 days, 56% of users will forget about your app.
You will end up as just another app on someone's phone. The same concept applies to digital platforms and service providers. Prospects might be willing to go through your initial opt-in, but retention is another piece of the puzzle.
To be one of the few businesses that consistently rank at the top of a user's thoughts, you must implement one key strategy: Plan and Optimise your Customer Onboarding Process.
Customer onboarding can be a time-consuming process in high-touch sales. Simply making a sale is not enough to ensure long-term success. Instead, you must ensure that your new clients are set up for a successful long-term relationship with your business through a customer onboarding process.
The goal of a customer onboarding process is to make a great first impression to draw in and keep consumers. It is a method for informing your customers about what you have in store for them. A good customer onboarding process comprises introducing a new client to your app, guiding them through it, answering their questions, helping them, and guaranteeing them a positive user experience. Customer onboarding is a continuous process that requires planning and execution.
A Welcome Note
This is the initial point of contact for you and your customer. Make sure to establish a strong first impression. When a user first opens your app or platform, all he or she expects is a pleasant welcome experience. Every detail must be given top priority. Starting with the registration or account creation process. Make your forms as short and basic as possible.
A thorough demonstration is always required. This is where a video may truly shine. According to a study, people are 60% more engaged with visuals and grasp information faster because of it. You can help your clients comprehend your app and its capabilities by using the correct blend of interesting text and graphics. Always attempt to leave a few topics uncovered in your video product tour and let the user investigate on his own. You must also share content regularly.
Reinforce Customer Choice By Highlighting Your Best Features
When people first hear about, research, and decide to invest in your goods, they are likely to feel a variety of emotions. It is critical to maintaining their interest throughout this process, especially after they've made a purchase. Once an account is activated, many digital companies provide a virtual "tour" of their services.
These tours emphasise the most intriguing product features and frequently assist users with account setup. This progress tracking also shows new users that they have not used all of the product's features yet. It encourages people to linger around, try things out, and become attached to the product. Show your best side to your customers, assuring them why they signed up in the first place, and they will be more likely to have early success and stick with your product.
Gather Internal Support
A successful onboarding process doesn’t just mean automated communications sent directly to new clients. You must ensure that everyone who will interact with the audience is entirely on board with the process, especially if you offer a complicated product or service.
In other words, this step entails your efforts to gain internal support. If customer service is scheduled to contact a customer a week after the purchase to ensure that everything is in order and to answer any potential questions, they must be aware of this and accept it.
Similarly, if you intend to provide complex software training to new customers, be sure you know who will lead them and when it makes the most sense. Internal support can be boiled down to a basic issue of stakeholder management.
In an ideal world, every consumer would have access to personalised or concierge onboarding. This isn't always feasible. Of course, having channels that allow you to view customer pain spots during the onboarding process, or even inviting them to give you feedback on the onboarding process, is the next best thing.
You can acquire a window into consumer needs by using A/B testing and tracking to identify areas for improvement in onboarding and the overall customer experience. To allow customers to directly identify areas for growth, you can use forums, polls, or even an "open door email policy."
The onboarding process is a staple component of any growing business, and keeping your customers on your platform should be just as important as acquiring new customers. It’s important that you consider these aspects and apply them where necessary.