Whether you have a small business or a large business, whether you are a start-up or a well-established company, onboarding new customers are definitely one of your core goals. You may have successfully got your customer on board; however, your job does not end there. Your customers’ onboarding journey plays a vital role in establishing how your relationship will develop further. For your customers to truly experience your products and services; and to continue to remain as your customer, businesses must offer them a seamless customer onboarding journey.
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What is Customer Onboarding?
When you land a customer, they go through various processes which ultimately results in your customer taking the decision whether to stay or leave your business. Once the deal is closed, customers go through a process where they enrich themselves about your products and services. This process is known as customer onboarding. Through this onboarding process, you can guide the customers in knowing the in and out of your products and services.
This particular process goes a long way in determining whether the customer will continue to remain onboard and use your products and services. So, the easier this process is for them, the better your impression would be. It will also give you a chance to understand the needs of your customer and serve them in the best possible manner.
Importance of Customer Onboarding
According to various research, even a 5% increase in your customer retention rate can result in an increase of 25% – 95% of your profits. This is why it is extremely important to have a structured customer onboarding process in place. Through this process, businesses can guide their new customers and help them in learning about your products and services and how to use them in a step-by-step process.
This is where a customer onboarding checklist comes into the picture. This checklist will ensure that your customers will have the best possible experience when they are onboarded. Also, having this checklist will enable businesses to speed up their customer onboarding process and manage it an efficient manner.
Who Can Benefit from a Customer Onboarding Checklist?
There are several stakeholders who can benefit from a customer onboarding checklist. Such as:
- Business Owners – As a business owner, it is vital that you focus on how happy and satisfied your customers are, and keeping a customer onboarding checklist can help you manage customer experience seamlessly and efficiently. Using the checklist, you can ensure that your customers are receiving the best possible service.
- Managers – A customer onboarding checklist is extremely useful for managers as they are usually responsible for handling customer onboarding. With the checklist in hand, managers can ensure that they are taking all the necessary steps, avoiding any redundant tasks/processes, etc.
- Customer Service Representatives – For customer service representatives, it is important that they have all the details of the new customer who is being onboarded. The checklist will provide them all these details, thus, making sure that they are able to set up the new customers easily and without any hassles.
- Customers – A customer onboarding checklist is also beneficial for customers as they will be able to access several key information in one place; thus, avoiding any confusion and frustration, and ultimately resulting in a positive customer experience.
6 Key Items in your Customer Onboarding Checklist
Below are the six key elements to include in your customer onboarding checklist.
Customer Information – It goes without saying that customer data is absolutely vital. You cannot search for key customer information when you are interacting with them. So, make sure that you record the below key details:
- Name
- Phone Number
- Date of Purchase
- Plan Purchased
Conduct Research – Before you begin the process of onboarding, you must conduct thorough research about their customers and their business. Customers often do not have the time and patience to explain their basic details, and they expect you to have these details before approaching them. Approaching them without having the basic details does not create a positive experience for the customers.
Ask the Right Questions – Depending upon your level of research, you may have some additional questions which can be suitably answered by the customer only. However, it is very important to ensure that you are asking the right questions to them, such as what their current sales are, what is their average customer churn rate, has it increased or decreased in the past year, who are their competitors, what are their problem areas, by when would they like to be proficient in using your products/services, etc.
Custom Checklist – Most organizations have a general template that they use for their customer onboarding checklist; however, in order to create a positive customer experience, it is recommended to create custom checklists tailored to specific customers. Having custom checklists will give you an idea of what should the customer’s progress speed, do they have enough time to learn about their products and services, do they need extra effort to get up to speed, etc.
Offer Support – Offering proactive support goes a long way in building a healthy relationship with the customers. Along with proactive support, you must also focus on providing reactive support, which means that you should not blindly stick to your checklist. You need to provide support based on the situations arising during the onboarding journey. You must try and anticipate potential problems and provide resolutions so that the customer has smooth sailing.
Regular Check-ins – Although you will have calls and meetings scheduled with the customer, it is advisable to check in with them apart from your scheduled call as well. Constant communication with the customer will help in resolving any issues quickly and also help in preventing churning.
Steps to Follow after Customer Onboarding
Now that you have successfully onboarded your client, you must be relieved! However, your job is not done just by onboarding the customer. Here are some key steps to follow after you have onboarded the customer.
Metrics and Optimization – As and when you onboard a customer, you must review your checklist and onboarding processes and update them as required. Here are some metrics to consider:
- How much time did the onboarding take?
- Did your successful onboarding result in referrals or additional purchases?
- Were the any steps that should have been taken to increase the speed of onboarding?
- Does the customer require additional support?
Maintaining Client Relationship – You must have maintained a healthy relationship with your customer throughout the onboarding process. Ensure that you continue to do so even after the onboarding is complete. Staying in touch with the customer helps in building a healthy employee-customer relationship. You can use various marketing automation software to maintain a healthy client relationship.
Create and Maintain a Knowledge Base – An extensive knowledge base can help your customer find answers to their questions anytime. Providing access to a knowledge base will make your customers self-reliant. You can also send out useful tips and how-to guides via email to the customers regularly.
Conclusion
Onboarding customers is just the first step in your client relationship. Ensuring that the first step is seamless and efficient will help you retain the customer and set the path for a successful partnership. Using a checklist and modifying it per each client’s needs will result in a positive customer onboarding journey. You can check out more useful customer-centric software on SaaSworthy!
