Customer onboarding is a critical phase of the customer journey. When done right, it helps in setting the right tone for your business. When done wrong, your business can crumble like a house of cards. So, to make your business successful, you need to design an effective customer onboarding scheme that guides your customers as frictionlessly as possible to their first success with your company.
Here are a few steps that you can take to create and launch a customer onboarding program for customers or channel partners.
First, you need to set goals and assemble the best team possible to accomplish those goals. When you have carved out a plan keeping the end objectives in mind, a strong foundation for a successful onboarding can be built.
You need to set the right expectations with your customers. To pave a successful path forward, your onboarding process must cater to the following needs:
After setting goals, you must establish a good team that encompasses a group of Subject Matter Experts (SME), instructional designers, and project managers. Having a strong team in place can prove elementary in helping you offer the best service to your customers.
You must design a customer onboarding journey that’s intuitive, logical and confidence-building. The most important segment of this journey is the sign-up process. You must have a simpler sign-up process to attract customers and generate prospective leads.
Apart from strengthening your sign-up process, you must pay heed to other components such as welcome email, account creation, and product demonstration for creating a powerful customer journey.
Choosing the right technological solution like self-service integration can help you streamline customer onboarding journey with ease and precision. It can help companies onboard customers faster by up to 80%, ensuring delightful experiences. Without a self-service integration approach, you can often see 8 to 18 weeks of elapsed time to onboard connection into the digital ecosystem. All the waiting for expert IT resources (on both sides) is not only frustrating but also expensive. Using a self-service integration approach, you can reduce the onboarding time, free up IT resources, and alleviate overhead costs, thereby improving productivity and revenue.
With features such as pre-defined transaction templates, pre-built application connectors, monitoring dashboards, and more, you can easily communicate as well as collaborate with your customers through automation and streamlined data exchange.
To conclude, integration solution plays an important role in accelerating customer onboarding and maximizing business outcomes, making your organizations easier to do business with.
Finally, you need to launch the onboarding program to your customers. However, hardwork isn’t completely done. Make sure to check in with customers to find how customers are progressing and whether they’re experiencing any pain points. If they are experiencing problems, you need to go back to Step 2 and revisit your onboarding process. Hence, to have an effective and enjoyable onboarding process, you need to continually test and adapt accordingly. Stick to the mantra test, learn, and improve, and you won’t go wrong.