Successful Customer Onboarding Framework

First of all, I will say customer onboarding is one of the most important steps of the Customer Cycle so it has to be smooth and engaging. It sets the tone for their whole engagement with the product and company, even though it arrives right at the outset of their journey.

Steps I follow for a smooth and hassle free onboarding.

o Signup for the product or service should be short and simple, we should collect only essential information during the signup process so the customer spends less time getting in. That’s why most companies nowadays use Google, Facebook and Apple. If the Signup process needs more information, I would suggest creating a multi-step form instead of a single long-form.

o A warm “Welcome Letter” is always appreciated, if it can be an Amazing HTML Designed Letter with lots of pictorial information and less textual is preferred.

§ Saying Thank you
§ Share important resources and links to help them get started
§ A link to the first login or redirect them to the service or product

o First Login is another important step because this is when the customer decides whether to stay engaged with the product or not. Small things matter, so if we can have a wizard or Tour setup how to use it then it would be really great.

• We should never let the customer wander around for the first time, so I suggest a Tour or wizard to show them around.
• Key to the engagement is always a quick win: Continuous action and involvement are required to ensure that clients receive genuine value from your offering. The more they utilize it, the more it will benefit them. Small victories or milestones, on the other hand, remind people that they’re on the right track and provide a psychological boost to keep them focused. This may be as simple as finishing your product walkthrough or enlisting the help of a colleague.

o Data Migration, Integration, Invitations has to be seamless and easy for B2B Products like us.

• Automate as much of the process as possible.
• Make it Optional to invite, Migrate Data and Integration.
• Plenty of Support is much needed as the customer is new and might need your help from time to time.

o Product Walkthrough is a must so that the customer can get all the benefits we are providing. It would be really great if it can be a video so that the customer can play, pause and revisit steps if he/she needs.

o Last but not least, follow-up Mails and Calls are important to keep the users engaged and will help recognise the issues if they are facing any.

• Keep Sharing Useful Tips and Shortcuts as they are hard to figure out sometimes.
• The mails should be short and frequent so they can spend less time knowing the product but they shouldn’t start hating your long mails.
• Customer Reviews and Testimonials never hurt so I think we should include that a few times in our mails.

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