Self-serve ice cream shops are getting pretty popular nowadays.
The logic is easy:
- At the door it’s written that the shop is self-serve.
- Customers are guided within the shop via banners, labels, and sometimes even robots.
- At checkout, the self-register guides the customer through the check-out process.
- They’re all done! The introverts are happy, the boss is happy, and the economy is happy.
But can you imagine this system working without proper directions or help? I mean, not everyone is born knowing how to use the register.
The same applies to every business that exists, actually. Traditional businesses guide their customers with people, newer ones do it with labels, and online businesses do it with interactive guides.
They all onboard and guide their customers one way or another.
So the question is: What is Customer Onboarding?
I’m Hilal 💁🏻♀️ the one who gathered this 40 minutes long reading for you. And here’s what I found necessary to share with you after all the research I’ve done:
- Why is Customer Onboarding so important?
- Customer Onboarding Statistics and Benchmarks
- What does a good customer onboarding process look like?
- How to Onboard a new Customer – 4 key steps
- Common Customer Onboarding Mistakes and Fails
- Free & In depth Customer Onboarding Checklist
- How to measure Customer Onboarding – Key metrics & KPIs
- 3 Customer Onboarding examples you need to see
- Top 3 tools for customer Onboarding
What is Customer Onboarding?
Customer Onboarding is taking your paying customers from the start, and leading them to the point where they become loyal promoting customers who take value from and bring value to the product. Customer Onboarding is especially essential for increasing revenue and retention since onboarding is where they meet your product and where they attach to it.
What is the purpose of customer onboarding?
Just like any other form of onboarding, Customer Onboarding aims to reduce friction between the customer and the product, thus decreasing churn and increasing retention.
Sounded a bit complicated, huh?
Let me put it this way:
Customer onboarding is meant to make it easier for your customers to understand the value of your product.
The one who’s supposed to understand the product is the customer. And you are the one who’s supposed to understand the customer and their needs.
How and when your customer understands the value of your product is the key to your (and their) success.
The sooner and easier your customers get value from your product, the more likely your revenue will rise.
To get a better grip of the topic, I came up with a few hypothetical examples:
- You have an online store where you sell your crafts. You would need to successfully catch potential customers’ attention by advertising at the correct channels.
After that, you would need a website theme that compliments your niche along with clear directions about how to find products, information, and help (For instance, a customer would expect to know the price before knowing how long the shipping would take.)
Lastly, the customer would like to be sure that their money is well spent, and they need to be ensured that they can get their money back if they can’t get the promised value. You either have to deliver the value, or the refund 🤷🏻♀️
- You have a B2B SaaS business that helps other businesses collect feedback. Which means you will have Customers and End Users. The Customer is the bridge between you and many End-Users. Don’t you think it’s highly important for the Customer to get value from your product, so that they can present it to their users?
What you want to do is make sure that you give the customer what they need as soon as possible because 55% of people tend to return a product when they don’t understand how to use it.
They don’t seek help. They return it. It’s your responsibility to make sure that your customers don’t give up.
What makes this example different is the fact that you have to get the end-users to adopt your product, as well as the Customer.
And about that… What is really the difference between a customer and a user? Do you know the difference between how to onboard them?
Let me go over it quick:
Customer Onboarding vs User Onboarding – is there a difference?
A Customer is a person who pays for a product or service.
A User is anyone who benefits from your services – either paid or unpaid.
Both personas go through a User Onboarding process, if your product/service includes a freemium or trial period.
But only the paying ones or the ones who seem willing to pay will go through the Customer Onboarding process.
All users are likely to promote or detract your product, but it is the customers that keep the clock ticking. They are the ones who determine your income. And your income is what determines your future with this product or other projects.
This is why you have to make sure that the customers have the best experience of all.
Just in case you need a more in-depth comparison, here is a good article about customer onboarding vs user onboarding.
I’ll continue with our main topic:
Why is Onboarding Customers so important?
I can actually summarize the importance of Onboarding Customers with a sentence:
And as for the details:
The happiness of the customers depends on the onboarding process: Retention
As I always say, you are treated according to your first impression.
And the first impression of your product is: its onboarding process.
Your customers might have gone through a user onboarding process while evaluating it, or they might be meeting it for the first time. No matter how much they know your product, customers expect special treatment.
Since you can’t serve the best wine to every single customer on a red carpet, you have to make them feel like they are on the red carpet by getting a personalized warm welcome while interacting with your product.
As long as you make the onboarding shine like a star to your customers’ faces, they will remain loyal to you.
We all know what loyal customers mean.
It means retention.
And a good retention rate means a happy you that is ready to serve more customers. Which means even more retention. Talk about a positive loop, huh?
And happy customers mean even more:
Happy customers attract more customers: Revenue
Here’s the bad news: it’s 2021 and no one is likely to trust YOUR word on how amazing YOUR product is.
And here’s the good news: It’s 2021 and everyone is looking for a product that is highly recommended.
Unsatisfied customers do complain a lot for sure. And satisfied customers tend to be more shy… I really don’t know why. But once they talk, they have the superpower to turn regular people into customers!
And check out the result: A happy customer introduces another person to your product, and your onboarding process turns them into another happy customer, who brings another person… and at the end, you have a rising revenue chart.
So what could get your product more recommended than a bunch of existing customers that fully adopted your product?
Maybe Jeff Bezos, if he’s a relative of yours.
Otherwise you will wanna make sure that your product satisfies the customers – just enough to make them talk positively about your product:
The positive reviews increases your reliability: NPS
As I mentioned before, satisfied people don’t talk about how satisfied they are unless someone asks them.
And if it’s you who asks, you will hit two birds with one stone: you will get the positive review to brag about, and you will seem like a caring host who listens to the customers.
Since it’s most efficient to conduct an NPS survey after the initial onboarding process, you can guess why the two are connected.
- A good onboarding will increase your retention and NPS scores
- A good NPS score will bring you more customers
- More happy customers will increase your revenue and retention rate
As for proof, here are some statistics about Customer Onboarding:
Customer Onboarding Statistics and Benchmarks
- 74% of people are likely to switch brands if they find the purchasing process too difficult. (Salesforce)
- Over 90% of customers say that the companies they work with could do better in terms of onboarding new customers. (Wyzowl)
- Acquiring new customers is between 5 and 25 times more expensive than retaining existing ones. (Invesp)
- Highly engaged customers buy 90% more frequently, spend 60% more per transaction, and have three times the annual value compared to other customers. (Rosetta)
- After a positive customer experience, 69% would recommend the company to others, and 50% would use the business more frequently. (New voice Media)
- 89% of consumers begin doing business with a competitor following a poor customer experience. (Oracle)
- 59% of customers value personalization over speed when it comes to customer service. (Gladly)
- A third of internet users find voice/phone support the most annoying customer support channel (Groove)
- Customers use help desk articles and knowledge libraries more than any other channel for self-service assistance (Forrester)
- 91% of customers would use an online knowledge base if it were available and tailored to their needs. (Social Media Today)
What does a Customer Onboarding Process look like?
I just know that by far we’re on the same page about how important it is to invest in Customer Onboarding. Spending a little bit to get better profit is what investing is all about anyway, right?
So now let’s make sure that you don’t invest in the wrong things.
Do you know what are the elements of Customer Onboarding? Let’s dig in together:
#1 – The differences between paid and unpaid are clear
This one goes for all the businesses that offer a free and a paid program.
If you want people to pay you, you have to make sure they know why they have to pay you instead of keeping it going with the free package.
- What are my strong cards?
- Do I offer too much in the free version?
- Do I offer too little in the free version?
- Is the difference visible enough to make people pay?
Since the emphasis of this article is on Customer Onboarding, I will focus only on the last point: making the difference visible.
As your users turn into customers, they will want to see the immediate effects of paying.
Of course, you can’t expect a builder to build a house in a day just because you paid them. The same applies to your business.
So what you do is, you show them examples of what they will get in the end.
You show them the marvelous aspects of the paid version.
You put a bit of glitter and shimmer into the introduction, not because you have to, but because people expect to see some glitter when they pay.
The first welcome, the onboarding, will be like your cape that makes you stand out.
And what if people can’t even get to the point where they have paid and are ready to enjoy the features? What could be blocking them?
Maybe you lack in:
#2 – The signup and payment processes are smooth like butter
When people are signing up or filling out a payment form, they are sharing sensitive information with you. And you are the 3rd party now that no one wants to share delicate information with.
So try to edit the number of questions you ask a potential customer.
Ask yourself: Do you really need to know their birth surname? Or are you being a bit paranoid?
Study shows that signup forms with 4 or fewer questions have the most signups.
If you really have to ask more, why don’t you keep it for the second page? Or maybe for a later step in the process?
Just make sure that your potential customers don’t give up right at the beginning.
After you make sure that the smoothness of the process is good enough, you can go back to focusing on the glitter:
#3 – There is a product tour, introducing the paid features
Every good product, even the most known ones have some kind of tours. If you are helping people with banking, you introduce them to the basics of banking. If you are taking pictures, you tell them how the process will work and what poses they will give.
Long story short, no customer is born with the basic knowledge on the topic. They pay you to help them.
So instead of expecting them to dive into the product or services and find out what’s best for them, you give them a tour.
Think of it like giving them a brochure about the facilities in a hotel.
Without it, you won’t get the 5 stars you worked hard for.
#5 – The communication channels are pointed out several times
Before, during, or after the product tour:
Do not forget to inform your customers about how to get further help, either by contacting someone, or a resource center.
73% of customers want to be able to solve product/service issues on their own. Meaning that they feel the need to be able to reach a resource center, a knowledge base, a help center.
Along with providing these features, you have to point them out clearly.
Or else, they are going to be as useless as a forgotten map on the farthest shelf.
If your product/service requires different methods of problem-solving, then you have to make sure that your customers know how to reach you. This can be a clearly visible phone number or email.
This can be clearly indicating your working hours to avoid conflicts.
But if you don’t show them how to seek help, they won’t bother. Even if they love your services, even if they proved to be loyal.
#6 – Feedback is collected after completed tasks
People love to be heard.
Instead of looking at soulless machines – or people – people prefer to talk. They prefer to express their opinions.
And they want to be heard.
People are in need of products that fit them as if it was specially tailored.
Asking for feedback is not difficult either.
You can conduct NPS surveys, you can send them personalized emails that ask for their opinions. You can even call them if you have the time, but nowadays no 2 people have free time at the same time.
Isn’t it fascinating how easy and how simple it is to level up the game? After all, simplicity is key, and perfect is in the details.
How to Onboard A New Customer – 4 Key Steps
#1 – Know your strong cards and play accordingly
Simply put: know your key features, highlight them, and make people want to pay for them.
If you make your customers wander around the whole product without highlighting the value of your actual purpose, they will lose interest. Not everyone wants to dig deep into every single product and find the value themselves.
Yours is probably not the only product/service that they considered using. No customer becomes a customer without doing a thorough market research in 2021.
I have a great example for this one: Discord.
Discord is an almost fully free communication channel that only charges for 2 things: discount for boosting servers, and using gifs as emojis.
And I know a lot of broke students who pay for such basic things.
Because this way, they get more popular among their community!
Your strong cards are not your best or unique features. They are the ones that the people desire the most.
- Just like being able to message on Linkedin.
- Just like being able to take back a wrong swipe on Tinder.
You can’t expect users to feel eager to get onto the onboarding ship without the push, the desire, the glitter.
That’s why sorting your premium features is an important part of Customer Onboarding.
#2 – Make sure the customers interact with the product often enough
People don’t only pay for the exposure. They also pay to fully benefit from the product.
Though this doesn’t necessarily mean that they will spend the rest of their lives enjoying your services.
No matter how amazing your services are, customers will still need a push, an urge to benefit from what they paid, or else they will stop paying.
This is why push notifications exist on smart devices. They are a great way of kindly reminding that your services are waiting for them to take action.
If you don’t have a website or a mobile application, you should be sending them reminder emails frequently enough to keep them interested, and little enough to not be sent into the spam box.
Which brings us to our other point:
#3 – Make the process as personalized as possible
Onboarding customers require a little more attention than onboarding users, as I mentioned a few times.
The biggest reason why is that customers require personalized attention. They need the solutions that fit their needs perfectly, not almost perfectly.
Building digital help for each individual customer won’t be easy – or necessary – but personalizing the one-on-one interaction can save you a good amount of money.
After all, gaining new customers is approximately 15 times more expensive than upselling or cross-selling to the existing ones.
Meaning that you should focus on having a qualitative perspective of your customers, not a quantitative one.
Why do people who use Spotify get addicted to it?
Because the personalized playlists, shuffle lists, and insights are just perfect. Both for those who don’t want to break their taste of genre, and the ones who are trying to explore new songs that are just written for them.
Even such little things do matter when you want to retain a customer.
So make sure to do your research about the customer, and listen to them and their needs. Both for them, and for yourself.
And do you know what the best way to keep your customers interested is?
#4 – Map out the process and inform your customers at every step
This is the simplest most effective way to maximize the quality of your customer while minimizing the need of interaction is giving them a solid list of what you expect from them, and what they can expect from you.
Of course I’m not telling you that you should give them a manual of your services.
If you work face-to-face with them, send them a brief email about the current step and the following ones.
If you have a website or product, give them a checklist – or a progress bar that they can follow.
A checklist gives you several advantages:
- It lets the customer see the process first hand, and interact with it.
- Completing a task on the checklist will trigger a feeling of accomplishment, which will increase the likelihood of them adopting the product/service sooner.
- If you have a web-based product, a checklist triggered product tour will be much more effective than just overloading a big tour at the beginning.
- If you don’t have a web-based product, and you provide your services remotely, the checklist will help them set their expectations to the right place on the timetable, giving you more space to breathe.
The Tale of the Desperate Customer
Once upon a time, there was a customer that needed help with their finances, so they decided to adopt a tool that could help them.
The customer went to company A and asked for help. Company A said ”I can help you, but it will cost you a fortune because I spent a fortune to build this!”
Then, the customer said ”I can find someone that does it for an affordable price”
The customer went to company B and asked for help. Company B said ”I can help you, and my prices are acceptable, but you will face a lot of problems along the way, and you can’t always reach out to me for help, I have a lot to do!”
The customer said: ”But this isn’t a game, they are my finances! They are important!”
With the last drop of hope, the customer continued their search. Then, they found Company C and asked for help.
Company C said ”Sure! I have affordable prices, and you can get help any time even if I’m not around!”
With their eyes glowing from happiness, the customer asked ”But How?”
Company C said: ”I have UserGuiding to help me AND you!”
Oh, you want t know the end of the story?
The customer became a loyal promoting user of company C because company c provided:
- a good onboarding
- affordable prices
- and further help at any time.
Thanks to UserGuiding of course!
So you too create the perfect experience for your customers with the help of UserGuiding.
5 Common Customer Onboarding Mistakes and Fails
#1 – Not being aware of the red flags
There are 2 kinds of red flags that might be getting in your way:
- The red flags you give to the potential customer.
- The red flags that the potential customer gives to you.
The red flags you give to your might be:
- Being too technical and lacking the littlest bit of sincerity. In today’s world where almost everyone is getting more and more robotic, the simplest bit of human emotion will make people feel pulled toward you.
- Being too closed up and not sharing enough information pre-signup. Acting mysterious won’t make people wonder what’s inside. On the contrary, it will make people suspect your reliability.
- Being too open and giving away too much information that bores potential customers. In other words, talking too much. Everyone knows how to talk, but those who know to listen are valued. Try to listen to your customers and personalize your offers accordingly.
And the red flags you should look out for are:
- People who don’t seem to care about anything but the price of the product. They might waste your time since they probably didn’t do enough research about your product/services or your competitors. They would be more likely to complain and detract you.
- People who talk over and over again about their unmeetable expectations. You are human after all and you are the one to set the limits of your product/services. No one can expect a cab to shine like a limo, or a limo to cost as little as a cab.
As you may have noticed, almost all the red flags can be determined and solved via clear communication. So why do you:
#2 – Stopping follow-ups after purchase
Here I am, telling this again:
Do. Not. Stop. Communication. At. Any. Cost.
As I said before, people do need a push to put your services up their priorities.
If you stop caring about how your customer is doing as soon as they pay you, you won’t see that money again soon.
Here’s a good example of a Customer Onboarding follow-up email from Groove:
The tone is sincere, the paragraphs are short, and the message is clear.
So instead of full silence or constant nagging emails, Structure a few follow-ups to keep the conversation going without any party getting bored.
Which brings us to our other point:
#3 – Thinking you know better than the customers
Yet another common mistake: assuming that you perfectly understand the customers needs without listening to them.
If your rates are going down, if you are not making progress in terms of new customer acquisition, if you can’t attract new people, there could be something wrong with your existing onboarding process.
It might be your reputation, or it might be your customer support.
Assuming that everything will be smooth right after finishing a project or launching a product is a dangerous delusion.
Try to observe your customers, talk to them, get their opinions, and make changes accordingly. Try to be a bit more customer centric rather than ‘’self centric’’.
There are several different types of Customer Personas in SaaS, if you need a foresight about what to expect when you insist on having former knowledge about them.
Still, try not to:
#4 – Overloading different types of information at once
The introduction. The steps. The niche. The value. The budget. The expectations. The names, terms, numbers, features, colors…
Too much information to take in at once. Doesn’t matter what your product/service is about, there is always something new to the customer. That’s usually why they pay you.
Think of yourself as a painter. The customer asks for a portrait. Do you tell them all the techniques and palettes that you are going to use at once? Or do you go step by step, telling them how to pose and when to give breaks as the first step?
If I was a customer, I would prefer the second.
During the onboarding process, the customer is hungry for information, but they’re not experts on the topic, which can cause them to need a bit more time to digest all the new information.
Even if you have a web-based system, people would need time to recognize the functions of buttons.
This is why you might consider using an interactive product tour.
The interactive product tour will:
- Reduce friction between the customer and the product,
- Increase the quality of the given information,
- Help you visualize the process – which makes it both easier and more memorable.
So what do you do after the product tour? You definitely shouldn’t:
#5 – Leaving the customer alone for too long
Just like an employee who doesn’t get enough attention from the boss, a forgotten customer will seek a way out of the current situation.
Did you know that almost $41 billion is lost by companies each year in the US, following a bad customer experience?
The most common problem that customers face is not being able to reach out to you immediately.
Then, comes forgetting about your existence. If you are not procrastinating about having to use the product you pay for, you would cancel the subscription after not feeling like using it, right?
Just like that, the customers expect you to be the one to reach out to them and remind them that you are still there to help.
Free & In-depth Customer Onboarding Checklist
It’s best to keep things tracked and organized, right?
Let’s divide the checklist into 4 steps:
- Onboarding steps before purchase
- Onboarding steps after purchase
- Onboarding steps after reaching a checkpoint
- Onboarding steps towards the end of initial onboarding
It wouldn’t be fair to write unactionable words here and expect you to fully understand it.
Therefore we prepared a throughout Customer Onboarding Checklist that is ready for you to use.
It’s free, we’ll send you a notice for you to download it. Don’t forget to let us know that you want it.
How to Measure Customer Onboarding – Key Metrics & KPIs
You’ve been reading about how wonderful a proper customer onboarding could benefit your product/services. And now we’ve gotten to the part where we talk business:
Now it’s time to learn how to document all the improvements that a Customer Onboarding experience will bring.
You got it right, I’m talking about metrics to measure. Here are the most useful metrics as for your customer onboarding:
Customer Lifetime Value – CLTV
Customer Lifetime Value (CLTV) is the total value of sales associated with a given customer.
It helps you understand how much value (or profit) a single customer can bring to your business.
Here is the formula to the metric:
The Profit Margin is the Average Revenue Per User (ARPU), and the lifetime value is the customer lifetime, or the time that your customer stays with you.
Retention is the metric that shows the percentage of customers that stay with your brand.
Those who have remained loyal to you for a long period.
Those that are happy with your product and continue to use it.
If you want to succeed, then it is important for your business to have a retention rate above 80%. And here’s the formula to calculate the retention rate:
And to make everything simpler for you, here is a free retention rate calculator.
Conversion rate helps you determine how effective your Onboarding has been.
It shows you the percentage of visitors who perform a desired action on the website.
In other words, the conversion rate tells you how many customers who go through your customer onboarding process actually buy something from your company.
- A high conversion rate is obviously a green light.
- Dropping conversion rates might be calling for change or updates.
- A low conversion rate means that your customers can’t get the value fast enough to stick around.
Time to value – TTV
Time to value (ttv) shows how long it takes for a customer to get value from your product.
You can also say this metric determines how much it takes for the customers to get to the ‘’Aha!’’ point.
You want your TTV to be as short as possible to increase the stickiness of the product/service.
Churn is the number of people that stopped using your product or service. Customer onboarding strategies can help improve this metric by reducing the site’s user drop rates.
Obviously, any company’s dream is to have a churn rate that is as close to zero as possible. If your churn rates are consistent at a given point and you’re losing consumers after a certain amount of time, you should probably check your onboarding process.
Revenue is a metric that shows how well you are doing in terms of finances.
While it’s not exactly one of the customer onboarding metrics, it’s definitely worth mentioning.
In simple words, you need to be able to track revenue against time in order to analyze your progress.
If your revenue for may 2018 is $10,000 and your revenue for june 2018 is $15,000 you will notice a great improvement in terms of performance.
The main task here is to make sure that the revenue coincides with the time frame of customer onboarding.
3 Customer Onboarding Examples You Need to See
Mazars is a company that helps people with their taxes and finances.
When you have such a complicated and important service, you have to make sure that the customers know how to follow and complete each step, so they can get full value out of the process.
This is why their neat move of implementing a help center into their website screams ‘’genius.’’
Many products and websites do have help centers, but keeping it in front of the eye of the customer, and customizing it to appeal to the eye makes it even easier to use.
Which means: the onboarding process is more likely to succeed.
Which means: they did an amazing job with such a simple step.
As I previously said, customer onboarding begins long before the product trial.
our resources, such as your website and blog, must be well-designed and definitive in order to deliver a positive onboarding experience.
Then there’s the display or trial. To persuade the customer, you must highlight your product’s characteristics and demonstrate its value during this time.
Which is what Clear Brain did successfully.
ClearBrain is a data analytics platform which – obviously – needs you to share precise details about your company, therefore their trial needs to be definitive.
Well, they did a pretty good job on that, even with the welcome modal:
And the explanations don’t stop with the first module; they did an excellent job of filling in the actionless gaps while waiting for the results:
Ajar gives landlords, property managers, and real estate businesses the tools they need to run a smooth property management operation, while also giving renters a variety of payment alternatives to pay their rent or invoices, wherever and whenever they choose.
So it has a system that serves the customers’ customers.
This all means that the product has different segments to serve, and a small space for failure.
Which made onboarding even more important. And they did a good job.
“Our sales team was previously onboarding users by having a 1:1 session with them. This was not always convenient and was very time-consuming. We wanted to expand to the global market without having a physical presence in all countries.”
Top 3 Tools for Customer Onboarding
UserGuiding is a user onboarding software that allows you to create interactive product tours, where you can guide your customers through the process.
The most amazing part of UserGuiding is that it brings together almost all the features that you could combine to level up your Customer Onboarding game such as:
- Interactive walkthroughs
- Help centers
- Resource centers
- NPS surveys
- Data analysis (DAU and NPS)
But hear me out, here’s what makes UserGuiding unique: you don’t have to know a single word of coding to be able to use the tool.
Being a fully code-free product, UserGuiding allows you to create interactive product tours with a no-code approach.
Yet, it’s still fully customizable.
Keeping customers engaged even when they aren’t using the product is a vital component of user onboarding.
Sending them relevant, entertaining – and personalized, if possible – emails is the greatest way to do this.
Intercom allows you to set and schedule automated emails and keep track of them.
That’s not all, though.
Intercom can also be used to implement a live-chat feature into your product. People wouldn’t have to look for an “additional help” page or leave, if you did it this way.
Because it decreases the possibility of unsolved difficulties and unanswered issues, a live chat function that is directly in front of their eyes will make customers feel more comfortable with your product.
Feedier is a user engagement platform that focuses on collecting feedback quickly, although it provides more than that.
So, let’s get started with the details:
As I previously mentioned, feedier focuses mostly on customer feedback.
You already know that there is no such thing as a one-size-fits-all solution. Getting customers from all over the world into using your product will have a tremendous impact on the market, maybe resulting in a spike in your metrics.
Furthermore, Feedier makes it very simple to evaluate and compare the data you collect.
Take a look at how adorable and welcoming these charts are:
Here is an extensive list of the best SaaS onboarding software.
User or Customer onboarding? Many people don’t even know the difference even though it’s quite simple.
As you know now, customer onboarding requires the most when it comes to attention to details.
What a drag… If it weren’t for the tools that help you.
Your customers are precious. Don’t let them slip away from your hands just because you didn’t know how to get them attached to your amazing product.
I hope I could help you understand the difference, realize the do’s and don’ts, and have a clearer understanding of the topic.
Frequently Asked Questions:
Who is responsible for customer onboarding?
The CSM (Customer Success Manager) decides on the customer Onboarding strategy while the Customer Experience Manager tracks the metrics and overall outcomes of the strategy.
What makes a good customer onboarding experience?
- A good introduction that points out the benefits of being a customer
- A fully guided tour that shows the paid features
- An introduction to the further help and communication channels
- Regular surveys and follow-ups
How do you optimize onboarding customers?
Make the onboarding process goal-specific. Tear those goals down into steps, and collect feedback after each completed step. Let the customer see the outcomes by the time they reach the goal. This way, they will feel less exhausted and feel more accomplishment.