Digital onboarding: What it is, benefits and how to do it

As society moves toward an increasingly digital era, companies are faced with a crucial challenge: how to provide their customers with an efficient, intuitive, and engaging introduction to the products and services offered. Thus, the importance of digital onboarding in the context of the customer-company relationship emerges.

In this text, we will explore the evolution of digital onboarding for clients, highlighting how organizations can take advantage of technological tools to offer a more effective, personalized, and user-centered introduction process.

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What is digital onboarding

The term “digital onboarding” refers to a strategic process in which organizations use digital resources and platforms to integrate new customers or users into their products or services. This approach aims to enhance the initial user experience, providing a smooth and efficient transition to the functionalities and benefits offered.

Unlike traditional onboarding, which often involves physical documents and in-person processes, digital onboarding makes use of online technologies, such as mobile apps, interactive videos, online tutorials, and process automation. This transition to digital simplifies the process and allows for more effective personalization, so that it is easier to adapt to the individual needs of users.

Digital onboarding is particularly crucial in sectors such as financial services, mobile apps, e-commerce, and SaaS (Software as a Service), where the user's first impression plays a key role in long-term retention and satisfaction.

What are the benefits of digital onboarding?

The digital onboarding process offers a series of distinct benefits that transcend the limitations of conventional onboarding, providing a more efficient experience.

This is because digital tools make it possible to customize the onboarding process according to the individual needs of users, creating a more relevant and adapted experience and increasing satisfaction and engagement from the start. This more engaging approach also contributes to a faster and more effective understanding of the products or services.

This type of onboarding also allows users to start the integration journey at any time and from anywhere, eliminating geographical and temporal restrictions and resulting in a more convenient process for customers.

Finally, digital onboarding has the advantage of collecting valuable data about user behavior during integration. This data analysis can be used to continuously improve the process, adapting it to the constantly evolving needs and expectations of users.

How to do a digital onboarding?

Some steps are necessary to make digital onboarding more efficient and cohesive, in order to create an experience that not only introduces users efficiently, but also brings a positive and continuous feeling over time. Check out some of them:

Pre-onboarding

Tell users about the digital onboarding process before you even begin. Send informational emails, in-app messages, or SMS explaining what they can expect. It is important to provide digital materials in advance, such as manuals, introductory videos, and FAQs, so that users can familiarize themselves with the basic concepts before the official start.

If possible, allow users to set up their accounts or adjust preferences before first logging in. This streamlines the process and provides a more personalized experience.

First-day onboarding

Use personalized welcome messages, whether through automated emails, in-app messages, or introductory videos, highlighting the importance of the user to the company.

It also seeks to offer step-by-step interactive guides to guide users on essential functionalities. Remember that short videos and interactive tutorials are effective in engaging users from the start.

To answer any questions that may arise from users, provide online support channels, such as live chat, that can provide quick answers and contribute to a sense of ongoing support.

First month onboarding

During the first month (or as long as you think is necessary for your company or product), it is important to establish a monitoring system to monitor user interaction, also collecting feedback to identify areas for improvement.

Over that time, gradually introduce more advanced functionality, adapting the content according to the user's progress. In this sense, you can also offer webinars and interactive sessions to deepen the user's understanding of specific aspects of the product or service.

5 tools that can help for successful digital onboarding

Learn about tools that assist in the implementation of successful digital onboarding:

1. Onboarding management platform

Some platforms are dedicated to onboarding management, such as WalkMe, Appcues, or Pendo. These tools provide resources for creating interactive guides, tutorials, and customized flows.

2. Email automation systems

Tools such as Mailchimp, Sendinblue, or HubSpot can be employed to create automated email campaigns, providing relevant information and updates during the onboarding process.

3. Analytics and user monitoring

Integrating analytical tools, such as Google Analytics or Mixpanel, can help monitor user behavior during onboarding, which will help identify areas for improvement.

4. Customer support platforms

Platforms such as Zendesk or Freshdesk can help provide online support during onboarding, clarifying questions and providing a more personalized experience for customers.

5. Electronic signature platforms

Signing documents is a fundamental part of many business processes, including onboarding, and electronic signature platforms have emerged as an efficient solution to simplify these procedures.

By incorporating electronic signature platforms, such as Clicksign, into the digital onboarding process, companies not only modernize their operations, but also provide users with an efficient and secure way to formalize their commitment.

Not only does this approach simplify paperwork, but it also represents a crucial step toward fully digital, agile, and future-oriented onboarding.