The Top Customer Onboarding Tips for Businesses

Today every business is competing to boost their retention rate and offer their audience a secure and easy experience. This necessitates developing an effective onboarding strategy.

Onboarding is the procedure of familiarising users with your service or product. At the end of the onboarding session, users will better understand how your tech product functions and how its features will benefit them. Providing users with a positive experience is the key to a successful onboarding procedure that sets the tone for your product or service. 

Here are a few essential tips that business owners and tech leaders must understand before developing an onboarding programme.

Tip 1: Set Realistic Expectations

Setting realistic expectations before, during and after the customer onboarding process is crucial. Consider what you want your audience to know and how that knowledge would help them explore the benefits of your service or product. It’s good to brief the onboarding process of clients and prospects but avoid making promises you can not keep. For instance, an email marketing SaaS (Software as a service) owner would claim that their onboarding assists users in developing their initial campaigns and lead generation strategies. They wouldn’t claim their onboarding will enable users to create 100 new leads in a week, as it’s undoubtedly unrealistic for all customers.

When a service provider delivers what they promise, users will know that they are sincere with them, and they will trust the company when it approaches them through other marketing channels. 

Tip 2: Research Common Pain Points

Companies need to know their typical customer’s objectives, problems, and concerns for the onboarding programme to succeed. Imagine purchasing a new social networking product and then getting instructions that don’t answer your questions. This is more annoying than anything else. Never put your consumers in a situation like this.

Before beginning to develop the eKYC onboarding system, speak with actual clients. Find out where the target audience needs assistance during this time. This can be done by adding feedback forms on the website and sending surveys to email subscribers.

Let’s assume that 60% of the clients all report having trouble using a single feature. This prominent pain point suggests that the service providers should make this product feature simpler to understand for potential buyers. Thus, customers will have a much higher chance of maximising the value of a business’s tech product if they can address these problems right from the beginning.

Tip 3: Incorporate Onboarding into your Product

Integrating it into your product is one of the most effective ways to promote your onboarding solution. With a WordPress plug-in, firms may assist their clients by providing an on-screen manual as soon as they install the application.

These are two different situations; which is more beneficial to your customers?

Scenario 1: One possible scenario is when a customer downloads your product. Upon the first launch of their new programme, they come across a lengthy list of menus, functions, and queries without any explanation.

Scenario 2: After purchasing your programme, a user installs it. When they first install and launch the service, they are welcomed by an onboarding wizard who explains the functions of all the features, including menu options.

The preferred choice of the majority is scenario 2. People want to be able to use your product immediately without spending hours researching to find what’s best for them. 55% of clients say they return a product because they do not know how to use it. Incorporating guides during setup will help customers worry less and better understand the product or service. 

Tip 4: Send a Follow-up Email

After a customer completes their onboarding, businesses always send them a follow-up email. This step is just as crucial as establishing an onboarding programme in the first place. When the service providers don’t know what users think about their tutorial, it will be difficult to make revisions and enhance the procedure over time. Automate sending a follow-up email when users finish the digital onboarding process. Inquiries concerning their experience and the products you sell should be included in the emails. 

Follow-up emails should include the following questions:

• Is our setup wizard user-friendly?
•  Are there any product features that need to be explained further?
• If you have the option of changing one thing in our digital client onboarding process, what could it be?
• Will using our product give you confidence?
• How do you rate our onboarding process?

These inquiries can assist businesses in understanding the current onboarding procedure and implementing significant adjustments over time. They must make specific product changes if most users claim they cannot use a particular function.

Benefits of an Effective Customer Onboarding Process

Having a thorough and efficient digital customer onboarding process has many advantages for businesses, such as:

• Increased retention rate
• Boost job satisfaction
• Enhanced productivity
• A better understanding of the company’s culture
• Improved team dynamics
• Reduce wasted investments

The onboarding process may make or break their experience working for a firm as it is the first opportunity a new hire has to learn about how the business runs and its employees are treated. A company with an efficient and welcoming onboarding process can recruit and keep top talent and reward outstanding work that aligns with business objectives.

How Can Shufti Help?

Shufti offers businesses digital onboarding solutions globally that help reduce abandonment rates. The automated customer onboarding solution makes the user journey smoother and more accessible by validating identities within seconds. Shufti’s AI-powered solution boosts conversion rates and provides global support that gives customers the best onboarding experience.

Still have any questions about the customer onboarding process?