Setting up a client onboarding process can be a huge pain point for any company. A customer may have spent hours on your site, only to become frustrated with the client onboarding process and leave. But there are ways of optimizing this experience!
This article will give you easy to replicate steps of client onboarding automation that will help make sure your clients stay happy and engaged long after their first purchase or download.
One way to make client onboarding a much smoother process is by digitizing your workflows. Make it easier for customers to find the information they need online rather than having them pick up the phone or visit an office in person – this will cut down on latency between touchpoints and accelerate processing.
Understanding the Client Onboarding Process
The welcome mat you put out for new clients is only one component of onboarding. It entails developing a long-lasting connection with each of your clients.
The goal of a solid onboarding procedure is to cover the whole journey for new consumers learning about your product, service, or brand - from getting started to mastering the fundamentals (and not-so-basics) to ensuring assistance throughout the customer's life cycle.
The hard part is ensuring that all legal and administrative matters are taken care of, while also making the process as simple and straightforward as possible for the client.
Fortunately, with the appropriate tools and automation, onboarding may be streamlined. The quickest approach to get new consumers from signup or purchase to full understanding of your product or service is to automate the client onboarding process.
Client onboarding might require many of all of the stages listed below, depending on the sophistication of your solution and its learning curve:
Registration or account creation: A quick and easy registration process (including a simple way to opt in to receive messages or notifications and acceptance of your ToC).
Welcome message: A welcome email or notification once the customer has registered.
Reminders (optional): A series of follow-up messages for customers who don't log in or complete onboarding within a certain timeframe.
Product setup: A step-by-step guide to getting started. This might include an interactive walkthrough of the product, an introduction to key elements of the product, tips on how to maximize value, and an invitation to access additional guides and tutorials.
Education and nurturing: Offer additional training. Email series, FAQ pages, and how-to films allow consumers to learn more about the product and its features and benefits.
Milestones: Customers will be acknowledged when they complete onboarding procedures, take certain actions, or use key features for the first time.(i.e. “Congratulations! Your application has been successfully submitted.” or “Good job! You've created your first dashboard, and it's time to give it a name..”)
Support: Offer reliable and easy to access support to your clients
Ongoing communication: You must check in with your clients on a regular basis and follow up to ensure that they are receiving all they need from your solution. Provide updates on any news or changes to the product or service.
The Crucial Link Between Client Onboarding and Business Growth
Creating and practicing a consistent client onboarding process is one of the most important parts of growing a business.
Not only does effective onboarding leave clients with a positive first impression, but it also helps them to take full advantage of your product, service, or offering – hence encouraging buy-in from the first interaction and potting the seed of a long term relationship.
You can assist new customers to get started, learn about, and master your product more rapidly by creating a standard onboarding procedure and, even better, automating much of the process.
Setting up a systematic, automated onboarding process allows your business to:
- Provide consistent onboarding experiences across all client demographics
- Minimize churn and acquisition costs by lowering attrition.
- Increase Customer Loyalty and Brand Advocacy, As Well as Referrals and Endorsements
- Increase client lifetime value.
Here's How to Recognize If Your Customer Onboarding Process Needs an Update
It's critical to figure out what's wrong with your current approach (or lack thereof) in order to enhance the customer onboarding experience. That implies looking back and finding possible flaws, roadblocks, and bottlenecks that might get in the way of an otherwise pleasant onboarding experience.
Unsure if your current onboarding process needs to be improved? There are four telltale indicators that your client onboarding procedure could use some fine-tuning.
1. It Takes Too Long
If your onboarding procedure takes too long, you risk losing customers as a result of frustration or lack of momentum. Customers are more likely to become stuck partway or abandon the onboarding process altogether if it takes longer to finish, implying they will not receive optimal value from your product and are more inclined to churn.
This might happen if your staff must manually input data, execute backend operations; or verify accuracy between steps; or if your clients are required to print out forms and fill them out before receiving approval. A lengthy onboarding procedure can also indicate that there are too many people involved.
2. It Demands Too Much of the Customer
Sometimes, less is more. Although a good onboarding process is thorough, you still need to balance the benefit of additional steps with the amount of effort required of your customers.
The client is more inclined to try to skip ahead or give up completely if there are too many steps or forms to complete. Automating as much of the process as possible is one of the most effective methods for reducing customer effort. (for instance, by populating forms with information they've already given you).
3. It Doesn't Have a Clear Course of Development
What is the real purpose of your customer onboarding process? Is each step in the procedure leading to a single point in time or an end milestone? If not, then your process lacks a visible path. You haven't given much thought to what "finished" means from the client's viewpoint.
4. It Uses Outdated Technology
It's possible to make a mistake when onboarding new customers. Whether you're a manufacturing firm adding a new client, an advertising agency bringing in new clients, or a SaaS company enrolling a new user, the procedures involved might easily get muddled, forgotten, or neglected. The most common cause of this happening is because organizations use manual processes which do only function well on a single set of parameters
However, it may be handled with a basic fix: automation.
Get started on your Client Onboarding Automation
Choose a good forms tool
Use a forms tool with an integration with Zapier to automate your data management.
Automatically add leads to your CRM
The most basic automation to begin with is to automatically add people who submit your form to your CRM. The process is really simple, and it's a fantastic place to start.
In Zapier, you need to simply create a workflow that says:
When a form is submitted
Add the person to my CRM
Create a Slack alert for fresh leads.
You may use this tool to create a message and send it on to your Slack channel when someone completes your first survey. This is an excellent method for keeping your team up to date on new leads that come in, as well as for following up on old ones.
Send new leads to yourself via SMS
You could extend the above workflow to also send yourself an SMS when someone fills out your form.
If you include the lead's phone number, it will show up as a clickable number so you can call the person immediately. It's pretty impressive if you can respond so quickly when a potential client fills out your form.
Use a booking system
It might be a struggle to contact each other via email and negotiate a time that works for both of you.
Booking systems make it simple for individuals to locate a time and add it to their calendar automatically. These technologies check your own availability, so you're never double-booked.
I prefer using Calendly as my scheduling software of choice. It has the most basic user interface I've seen, which is quite essential.
The fewer friction for clients, the better. And with Zoom's integration, it will also generate a Zoom meeting (if you're doing virtual meetings) automatically. All you have to do now is show up
Transcribe your meetings and calls
It's easy to overlook key information if you're taking notes throughout a meeting with clients. It's also difficult to communicate all of that information to your team.
Otter.ai is capable of transcribing your Zoom calls, or you may use the phone app and leave it on your desk throughout the meetings. It even is capable enough to recognize various speakers.
Here are 8 professional tips to streamline this process and make your work simpler and much more effective.
Link your organizing software to other applications using Zapier
Where does your contact information go when your consumers sign up? To onboard your customers (and nurture them continuously), you'll need to store their contact information in specialized software like BenchmarkONE.
Instead of manually inputting your clients' contact information into your CRM, why not automate it? Zapier connects with thousands of other apps to transfer data from
Using a pre-built campaign template is the easiest way to get started
Use Hatchbuck's pre-designed email template to start your client onboarding process off on the right foot.
That's all there is to it. To do so, follow these steps. Create a new client campaign by going to Tools > Campaigns and name it something creative (like "Creative Creative"). Change the template to reflect your company's needs.
Use advanced timers
You probably don't want your onboarding emails to arrive at 2:00 AM if your clients are from abroad. You might also wish to restrict your emails to weekday mornings. Fortunately, you may turn on "Advanced Timers" in an individual email within your automation to limit when it appears in the inbox of your customers.
Automate the business process operations
Onboarding isn't always fun or exciting. There are times when it can be uninteresting and routine. If your consumers need their own account to access your products, you might save yourself a lot of time by automating transactional emails that provide passwords and other account information.
Use tags for content marketing to segment your consumers.
Customers are naturally more interested in some material than others. If you categorize your consumers based on tags, you can create a variety of email automations to communicate the sort of information that would appeal to new clients the most.
For example, if you work in social media management, you may have two types of clients: individual influencers and small businesses. If you simply create two tags, “Influencers” and “SMB,” you will end up automatically sending resources that are custom-made for each of those groups.
Send email messages from multiple users
It's probably not necessary for the CEO's name to be in the "From" section of an email about invoicing in some organizations (even if the CEO is actually sending that message).
When you edit an email in the “Automation” section, you can select who the email should appear to be from. You can then select a specific user from your account.
Cross-sell with drip campaigns.
Yes, cross-selling can be part of the onboarding process. If you have something else of value that your customer would love, it's worthwhile to enter them in a drip campaign to see if you might do more business with them.
It is in your best interests to set up a client onboarding automation system since it will ease your workload, reduce human error and most importantly make your client feel welcome and excited to work with you.
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