Some business analysts perceive customers’ initial decision to purchase as the most important “moment that matter” in the customer relationship. But in reality, the period after the purchase, the onboarding phase, is what really builds the customer relationship. So, what an organization does next could be the deciding factor between having a life-long customer or another churn statistic.
A healthy onboarding regime is essential for retention because it’s when customers first experience your product or service. In no time, customers learn if it lives up to their expectations and requirements – and they will morph an opinion that decides their journey. Hence, if you want your customers to stay loyal to your brand, then you must help them learn and use all of your product’s features in a way that supports their business goals. You must make a powerful first impression and allow customers realize value sooner rather than later.
Poor onboarding results in unhappy, unsatiated customers who are not likely to renew. Such customers may even spread negative word of mouth about their disappointing experiences, thus negatively impacting your customer base. So, if you’re facing hiccups while onboarding customers, it’s time to evaluate what onboarding challenges may be holding you back.
Here are the top 5 onboarding challenges you may be facing:
You are not aware of your customer struggles: If you have limited visibility of customers’ journeys, then tracking and managing progress becomes difficult. And if you are not aware of your customers’ troubles, taking a proactive action to support them is a hard row to hoe.
Customers do not have access to sufficient training: When customers do not receive education on how to use product/service, they may not know how to use the product properly. As a result, a lot of features go underutilized. Consequently, end-consumers may not really get the value they want.
Onboarding is slow: Faster time-to-value attracts customers. If onboarding is slow and difficult, customers fail to get the support they need. This can encourage customers to give up, leaving them unhappy and dissatisfied.
Objectives remain blurry: The end-objective of onboarding is to provide full satisfaction to customers. The customer must be happy using your product or service while collaborating with your team. A good onboarding regime welcomes a new customer and helps them see the value. Each customer may certainly have a unique purpose of the product, so you need to understand each customer’s specific goals and tailor the onboarding process accordingly.
Too many obstacles and silos in the process: Internal teams must establish a strong communication link with each other for creating access to each customers’ history. By having a constant communication link between the teams, customers can be offered end-to-end guidance throughout their journey.
To overcome these challenges and turn your onboarding powerful than ever, you can rely on automated data integration solutions. These solutions help companies establish a connected network that thrives on communication and transparency. Such high-quality integrated environment allows firms identify and understand their customers’ needs as well as requirements and address them without delay. Plus, their feedback proves essential for improving the quality of your product or service by leaps and bounds.
In short, modern integration platforms make onboarding a breeze by accelerating it by up to 80% and reducing complexities, thus allowing companies foster strong relationships with their customers and streamline conversions.