It's no secret that client onboarding is a crucial component of client success. In fact, the IDC study found that a customer's first point of contact with your firm has the largest impact on future client satisfaction and retention rates.
The good news? It doesn't take much to make a big difference for new clients! In this blog post, we'll be discussing 11 Client onboarding best practices.
What is client onboarding?
New users go through the steps necessary to get set up and begin utilizing your client's product. Client onboarding, from welcoming new clients to establishing expectations, may make or break client success.
After that, you'll need to shovel it manually with a shovel or push it over the edge of your fence.
Client onboarding can result in client churn and lower client satisfaction if it is not done correctly.
Creating a client-friendly experience from the outset has been linked to an increase in client retention by up to 50%.
How client onboarding best practices can help?
Client onboarding is designed to welcome new users, set appropriate expectations and guide them through the client experience.
When client onboarding best practices are used, you can save time and resources because the client experience will be streamlined.
It's an opportunity for you to engage your client with helpful content at every step of their early engagement so they know how to use the product correctly - which results in higher client retention rates.
List of Client onboarding best practices:
1. Reduce the Signup Process:
The less time it takes for new users to start using your product, the better. Research from Appcelerator shows that reducing signup process can have a significant impact on user adoption rates.
In order to reduce the signup process, you'll need to ask yourself: What are the essential steps a client must take to get started? Can client onboarding be automated through client account creation?
The client should not have to go back and forth between setting up their client profile. The client flow should feel natural, as if the client is completing a simple task such as signing up for an email list or creating a Facebook page.
Even though it's important to reduce the time needed for client onboarding, client needs often vary. New users will have different client goals and expectations of the product.
Keeping this in mind, it's important to make your client feel welcome - even if their experience with you is a one-time deal.
A great way to make sure all clients are welcomed equally is through client intake forms.
2) Send a client intake form:
A client intake form is the perfect way to get to know your client, their business, and what they hope to gain from using your product.
The more you know about a client's goals and expectations upfront, the better prepared you'll be to help them achieve success.
Not only will this make client onboarding easier for client success managers, but it will also make the client feel as if their specific needs are being met.
Having a client intake form available can help new clients get to know your company and what you have to offer them.
It's important that client info is up-to-date in order for client onboarding to be successful.
Client intake forms are an important part of client retention because they help new users see what the product has to offer them and how it can benefit their business.
Having a client intake form allows you to connect with client on an individual level.
This way, if clients ever need help or additional resources, they know exactly where to find you.
It's also important for client success managers and admins alike to stay up-to-date with client info by regularly updating their client profiles themselves.
3) Create client success teams:
Client onboarding is a team effort. It's important to have different client success representatives assigned to specific client needs or client goals, depending on the client type.
This way your resources are being used efficiently, and you are providing personalized help based on each client's individual client profile.
Even though it takes extra time to create client success teams, it's important that client onboarding is a team effort between client success managers and admins alike.
If the client succeeds with one client manager but fails with another, this could lead to negative reviews or low NPS scores which can hurt business growth.
It's best for everyone involved if all clients are handled by a client success team.
This helps to ensure that all clients are given the same level of attention and service, no matter their client profile or goals.
4) Set client expectations:
It's important that client success managers and admins alike set client expectations during onboarding.
This sets the stage for a smooth client experience, without any negative surprises or misunderstandings.
Before clients can be successful with your product, they need to know what it is you provide and how this benefits their business goals.
client success managers and admins should be clear about what your product does, how it works, and what the client can expect.
This way, clients know what to expect from their experience with you and are not left feeling confused or frustrated.
Miscommunication is one of the leading causes of client churn, so make sure that all client communication is clear, concise, and accurate.
Client success managers and admins should also be sure to keep up with client goals and expectations so that they can provide the best possible service.
If client goals change or new ones are set, it's important to update clients on their progress and ensure that they are still on track.
5) Send client welcome emails:
Welcome emails are a great way to show new clients that you appreciate their business and want them to have a successful experience with your product.
Including a personalized message, as well as helpful resources and links, can help set the tone for a positive client onboarding experience.
Client success managers should send client welcome emails to new users during client onboarding.
It's important for client success managers and admins alike to create charming, personalized messages that are helpful and informative.
Welcome emails also give clients an easy way to get in touch with their client success manager if they ever need additional resources or help along the way.
This is a great way to ensure that all clients feel welcome and appreciated, and that they know who to contact if they need help.
6) Run client surveys:
After onboarding is complete, client success managers should run client satisfaction surveys.
This helps to identify any areas of improvement and ensures that all clients receive the best possible service.
Client surveys allow client success managers to gather unbiased feedback from their clients so they can improve or continue offering high-quality customer care.
Client success managers should survey all clients, regardless of their client profile or goals.
The more feedback client success managers can gather, the better they will be able to serve their clients and improve client onboarding processes.
Surveys also help to identify any unhappy clients so that additional support can be provided.
7) Create client onboarding checklists:
Creating client onboarding checklists ensures that no detail is missed and all new users have a smooth experience with your product.
Checklists allow client success managers to provide the best possible service without forgetting anything important along the way.
They also help you stay organized so you can dedicate more time and attention to clients who need it most.
Client success managers should create detailed client onboarding checklists that include all the steps necessary for a successful onboarding process.
The checklist should be tailored to your product and the client's goals, and should be updated as needed.
8) Reduce friction:
Reducing client onboarding friction is one of the best ways to ensure that all clients have a successful experience with your product.
Friction includes any obstacles or roadblocks in client onboarding, including lack of information and unclear processes.
By keeping client onboarding smooth and easy, you can reduce client churn rates while improving overall client satisfaction.
Client success managers should take steps to reduce client onboarding friction by ensuring that all information is easy to find and that the process is clear and concise.
Clients should also be able to easily contact client success managers if they need additional help or resources.
9) Celebrate client successes:
Client success managers should celebrate every client victory, no matter how small.
This helps to maintain a positive relationship with clients and encourages them to continue working towards their goals.
Client success managers should keep a list of client victories and send occasional updates celebrating the progress that's been made.
When possible, client success managers should try to meet client goals in person so they can celebrate client successes together.
This increases client satisfaction and ensures that clients feel truly valued by your company.
10) Keep client onboarding updated:
Client onboarding best practices are constantly evolving, and it's important for client success managers to keep up with the latest changes.
By keeping client onboarding current and up-to-date, you can ensure that all clients have a positive experience with your product.
Client success managers should regularly update their client onboarding processes by adding client victories and new client intake forms.
They should also keep client checklists updated with information about any changes or updates made to their product, as well as feedback from client satisfaction surveys.
Keeping client onboarding up-to-date ensures that clients always receive the best possible experience with your company.
11) Use client referrals:
Client success managers can improve their client onboarding by using client referrals, which include both new leads and existing clients who are satisfied enough to refer your product to others.
The best way to get referrals is by providing excellent customer service and ensuring that all clients are happy with the product.
Client success managers should ask for client referrals whenever possible and reward clients who refer others to your company.
Referral programs are a great way to increase client loyalty while also attracting new clients
Client onboarding best practices are essential for ensuring that all clients have a positive experience with your product.
By following these client onboarding best practices, client success managers can provide the highest level of service while reducing client churn rates and improving client satisfaction.
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