Customer onboarding: what it is and how to implement it
O Onboarding From customers it is a strategic and fundamental process for companies that wish to establish a lasting relationship with their new clients, since 86% of consumers are more likely to remain loyal to a company that invests in onboarding that welcomes and educates them.
O Onboarding customer care is a common practice in the after-sales process, whose main objective is to guide, empower, and engage customers from the moment they close a deal until the full adoption and effective use of the product or service offered.
It aims to provide relevant support and information so that customers can understand how to use the products or services purchased efficiently, thus maximizing the value they obtain.
Guiding the consumer on the path to follow
The service of Onboarding can be compared with the internal structure of a supermarket. When the customer enters the establishment, they are clearly informed about which path to follow to find the products they want. The store's aisles are widely identified with signs that say merchandise is found there. Plus, it's easy to identify where the cashiers and Customer Service are located.
In the process of Onboarding the same thing happens. As most people seek speed and efficiency, it is necessary that the path to be followed by your client be explained very clearly, since, according to the report Zendesk CX Trends 2023, when a customer is unable to complete simple tasks on their own, they end up becoming visibly angry, frustrated, or stressed.
As stated by Solomon Timothy, a member of the councils of Forbes, or Onboarding For customers it's time to Make your customer feel special:
”Onboarding is an introduction to your company. It's your first chance to make a good impression. The process of Onboarding of clients is your opportunity to do your best, but it's also an important moment to introduce your organization and familiarize yourself with the needs of your new client”.
But what are the steps for the process of Onboarding?
How to apply customer onboarding
O Onboarding can be applied in a variety of ways, adapting to customer needs and preferences. One option is to use videos exemplifying the process of using the product or service, providing a visual and practical experience for customers.
In addition, sending informational and instructional emails is another effective way to communicate to the customer what they must do to use the product or service properly. These emails may contain helpful tips, tutorials, links to additional resources, and contact information for support.
Communication through WhatsApp messages has also become increasingly common, allowing for quick and direct contact with customers. This channel can be used to provide guidance, answer questions, and offer personalized support during the Onboarding.
The key is to adapt the form of communication to customer preferences, ensuring that information is transmitted in a clear, accessible and convenient way for them.
To apply the Onboarding of clients strategically, it is important to follow certain guidelines. Let's get to know them:
Tell the customer what will happen after the purchase
At the welcome stage, the company must present to the customer the path to be taken by them, thus improving the post-purchase experience. As soon as the consumer purchases your product or service, show what will happen from that point on.
You can choose to share training and educational materials to make each client feel safer throughout the process. This may include tutorials, manuals, explanatory videos, or personalized training sessions. The objective is to empower customers to use all the available functionalities and resources.
An example is the process of Onboarding When purchasing the plan Clicksign Automation, a solution that simplifies the creation and management of documents through intelligent forms. When signing up for the plan, there is guidance on what you need to do to create your form and how to send it to your clients, informing them how to fill it out and sign it. All of this is part of our Onboarding.
Create a schedule
In addition to showing the consumer the way, it is necessary to give them deadlines. For example, if you sell distance learning courses, your students need to know by what date they can view the content, how long the course lasts, and how many minutes it will take to attend each class.
Still using the Onboarding From Clicksign Automation as an example, it is possible to learn how to know exactly how long your client will have to fill out the form, then the deadlines for each of the parties to sign the contract and for what period the documents will remain stored on our server.
Facilitate communication
During the process of Onboarding, it is essential that the company closely monitors the customer's progress and offers ongoing support. Doubts will certainly arise during the implementation of the service or the handling of the purchased product, so it is necessary to inform your consumer how to answer any questions that arise.
Will there be regular meetings or is it up to the consumer to contact us when they have a problem? What email address should he use to communicate with the company? What phone should I call?
It is important to establish clear and cordial communication, giving the customer the feeling that they are valued and are being well cared for.
Engage and Loyalty
In addition to ensuring that customers know how to use the product or service, Onboarding it also seeks to promote engagement and loyalty. The company may offer incentives, such as exclusive discounts, additional content, or access to premium features, encouraging customers to continue using the product or service in the long term.
It should be remembered that each client is unique, so adapt the process of Onboarding according to the needs and characteristics of each client. This may involve creating customized materials and resources, as well as setting specific goals and milestones for each customer. The more personalized the process, the more customers will feel valued and understood.
The importance of measuring results
It is up to the company to collect feedbacks of clients, analyze adoption and satisfaction metrics and adjust the process of Onboarding based on the information obtained. This continuous improvement cycle is fundamental to ensure that Onboarding be effective and aligned with customer needs.
To do this, indicate which metrics and KPIs you will use to control the evolution and the fruits that the consumer had with your product. This is necessary to measure your company's efficiency in your customer's shopping experience.
Identify any obstacles or difficulties they are experiencing and offer help to overcome them. Establish specific goals and milestones to measure customer progress and celebrate your achievements in achieving them.
Facilitate processes with electronic signature
Companies that invest in a good Onboarding of customers only have to grow: 90% of consumers believe that companies could have better processes of Onboarding, according to Wyzowl.
Clicksign, as a leading electronic signature solutions company, recognizes the importance of Onboarding of clients to establish solid, long-term relationships. Through our electronic signature platform, it is possible to facilitate the process of Onboarding of your new customers, allowing them to sign documents quickly, securely, and conveniently.
By adopting the electronic signature in your Onboarding, the company can streamline the integration process, guarantee the legal validity of signed documents and reduce operating costs. Provide an experience of Onboarding free from obstacles and promote customer satisfaction from the first contact! Learn about our plans and Test for free, without the need for a credit card.
