Let me ask you a question: how important it is to you to keep your customers happy (and coming back for more)? This crucial yet often overlooked part of the customer journey is one of the most important. Customer onboarding is the process of helping new users get started and stay engaged.  Onboarding is made easy when it offers users a roadmap and process while delivering to the customer what was purchased within the agreed-upon conditions. Basically, it means continuing to give what you offered and to which the customer agreed. You can do this by making sure their experience using your product is as good as your sales process and fulfills the promises made in your marketing efforts. A positive onboarding experience confirms to your customers that they made the right choice. It also, ultimately, helps you retain them.

The top two reasons that customers churn are 1) they don’t understand the product, and 2) they don’t receive any value from it. Customer onboarding can solve both of these issues. Let's talk about a best practice checklist in more detail.

Customer Onboarding Best Practice Checklist

Define Expectations and Set Milestones 

Customer onboarding is one of the more delicate components of marketing and can make or break a business. In addition to increasing the revenue, it also allows businesses to create relationships with their customers through touchpoints or phone check-ins in the early stages. Getting to know the customer, learn about their business and find out what they're currently doing/using for (marketing/product) and discuss and define the expectations and set those important milestones for the first few weeks and even months. Depending on the length of time you'll be working with them.

Provide a Customized Interactive Walkthrough Of the Product or Service

Build rapport with the new customer and see how tech-savvy they are. Are they comfortable with technology (mobile phone/apps/desktops for example). What devices do they have available and are they able to set aside time to meet with you in person, by phone, or web meeting? You want to customize the experience to suit the new customer so they feel engaged and confident so they follow the training without getting frustrated.

Understand and Adjust To The Customers Needs

Every customer will have a different need. Some will need a lot of time and attention and others will have already used a similar product and be ready to get started right away and understand quickly. Sometimes employees get involved so it's important to know who will be attending the onboarding session and follow-up information.

Give Them a Knowledge Base

A resource area is an ideal solution for frequently asked questions and allows users to solve their problems quickly and autonomously. An online chatbot is another great option since it provides a personalized touch and helps users solve their problems without them having to search your website for an answer.

Follow up after onboarding is complete 

Ensure they have received the recap summary information (tutorial video / written instructions) and also check in with them after a few days to ensure they're using the product and things are going ok. Have they received enough training? Are they making progress? Are they seeing results? If something isn’t working it’s best to find out early on so things progress smoothly. If something isn't going ok now is the time to address it.

The greatest goal is to figure out their desired outcome and together, build a pathway to achieve it. By making a strong impact early on, your customers are more likely to see results and feel they have made a great purchase and working relationship with your company.

Need Help? I have years of onboarding experience and would be happy to assist with your onboarding needs. Reach out to me at www.kellywillmott.com or kelly@kellywillmott.com to talk further.