Client onboarding is arguably one of the most important steps in client acquisition.
It's your chance to introduce your client to all the activities involved in using your product or service, and get them to sign up for your website or app.
Unfortunately, it's not always easy - there are a number of problems that can arise during client onboarding and we'll go over some of those below as well as how different client onboarding solutions can cater to these particular needs.
Simply put, client onboarding is the process of introducing a new customer to your product or service and getting them up and running.
This can involve anything from signing up for your website or app, to learning how to use your product or understanding your service offering.
It's an important process as it's often the first impression a customer will have of your company and sets the tone for further interactions.
Significance of Client Onboarding:
In order to understand why client onboarding is so important, we need to look at it in terms of the overall client acquisition funnel:
The majority of businesses will focus on acquiring customers through their website or app, with client onboarding being one of the most crucial steps in this process.
Why? Because if a customer doesn't successfully sign up or complete the onboarding process, they're likely to churn (that is, stop using your product or service).
Client Onboarding Process:
1) Draft a client onboarding plan
Before you can start onboarding clients, you need to have a plan in place.
This should outline the steps involved in the process as well as who is responsible for each step.
It's also important to set expectations for what the customer can expect during and after onboarding.
2) Collect client data
One of the most important steps in client onboarding is collecting client data. This includes anything from contact information to payment details and more.
Make sure you have a system in place for collecting this data as well as storing it securely.
You'll need it to keep track of each customer's progress through the client onboarding process.
This can be done with a third party client management solution or even integrated into your website/app itself.
A good client dashboard will allow you to track everything from client activity and data collection, to analytics about their usage of your product/service offering.
3) Map client journey
Now that you've collected client data, the next step is mapping out their client onboarding journey.
This can be done in a number of different ways - from creating simple customer profiles to more detailed user stories with specific milestones for each client.
It's important to map this process out before starting client onboarding as it will give you a clear idea of what the client should be doing at each step and how far along they are.
This is especially important if your client onboarding requires multiple parties - it's much easier to track progress when everyone involved knows where their client stands in terms of the overall process.
4) Ensure client satisfaction
Since client onboarding is one of the first interactions a customer has with your product or service, it can make -or-break their impression of you as a business.
It's critical to keep client happiness in mind throughout the process and beyond by anticipating any potential snags that may come up.
5) Personalize client engagement
It's crucial to personalize client onboarding as much as possible. This can help clients get the most out of your product or service and develop long-term brand loyalty.
Tools such as client management solutions allow you to do this by providing real-time insights into client activity.
You can then use this data to target specific content and offers to each client, based on their individual needs and preferences.
This not only helps improve client engagement but also allows you to better understand what each client wants from your product or service.
Problems and Solutions:
Inability to clearly communicate client onboarding.
Client Onboarding Solution(1):
A clear client on-boarding process is a vital part of any successful business venture, and a key differentiator between high growth companies and low/no growth ones.
A well-defined client onboarding process will help you to map out the various steps involved in getting a new customer up and running.
It should be easy to understand and follow, with all the required information clearly outlined - from signing up for your product or service, to learning how to use it or understanding your service offering.
Ideally it should be visualized in terms of the customer journey from awareness about your product or service offering to being up and running with it - moving smoothly through each step until they're successfully using your app or website features.
Lack of client onboarding training.
Client Onboarding Solution(2):
For client onboarding to be successful, it's crucial that all staff members involved in client acquisition and client retention are properly trained on the client onboarding process so they can effectively communicate with new customers and get them up and running as quickly as possible.
This includes everyone from customer service staff and sales representatives to account managers and product experts.
You may also want to consider providing client onboarding training videos or tutorials that employees can access online, so they're always up-to-date on the latest changes and updates to your process.
Lack of client onboarding support.
Client Onboarding Solution(3):
A client on-boarding process that's easy to understand is one thing, but if you're not supporting your customers through the client onboarding process it may ultimately lead to frustration and churn.
That means while there needs to be a clearly defined client on-boarding process, you also need to ensure there's client onboarding support available through a variety of communication channels - whether that's over the phone, via email or online chat.
The client on-boarding team needs to be able to communicate with your customers effectively and efficiently in order to resolve any issues they're facing as quickly as possible.
Lack of client onboarding technology.
Client Onboarding Solution (4):
While client on-boarding is primarily associated with people, there are now a variety of client onboarding technologies available to make the process easier and more efficient for both you and your customers.
For example, many businesses will use client engagement automation software that can help to automate the process of getting new customers up and running.
This can include things like automatically sending welcome emails with instructions on how to use your product or service, setting up account activation processes and even providing automated support through chatbots.
Technology can also play a role in helping you track client engagement and activity throughout the onboarding process.
For example : Customer engagement reports may provide important insights into the level of client activity and interactions during onboarding, such as what communication channels they're using most frequently to interact with your staff and when/where customers drop off or disengage.
Problem (5) :
Lack of client onboarding strategy.
Client Onboarding Solution (5):
Ultimately, the success of your client on-boarding process will be determined by how well it's aligned with your overall business strategy.
That means before you even start designing or creating a client on-boardng process, you need to take the time to develop a client onboarding strategy that outlines the goals and objectives you're hoping to achieve.
Only once you've taken the time to clearly define what client onboarding means for your business should you start thinking about the client on-boarding process itself.
Problem (6) :
Lack of client feedback.
Client Onboarding Solution (6):
One way to improve your client on-boarding process is to constantly be seeking feedback from your customers about how they found the experience and what could be improved.
This can include everything from conducting surveys after onboarding is complete, to reaching out to customers who have dropped off the client onboarding process early to get their feedback and why they decided not to continue.
This will enable you to continually improve your client on-boarding strategy, making it easier for new customers to sign up in the future.
Lack of client engagement.
Client Onboarding Solution (7):
It's important to remember that client onboarding is an ongoing process, not a one-time event.
That means you need to be constantly engaging with your customers throughout the entire process - from the initial sign-up stage all the way through to post-sale support.
This client engagement can be achieved through a variety of client on-boarding communication channels, allowing your client onboarding team to stay in touch with customers throughout the entire process.
For example : You could use client engagement automation software that enables you to easily add additional questions or surveys for clients at any time during their client onboarding experience.
This can help to provide you with ongoing client feedback to improve your client onboarding strategy over time.
Lack of client success.
Client Onboarding Solution (8) :
Keeping your client onboarding process focused on the client's individual needs and requirements is critical to achieving client success, as well as retaining clients for future business.
For example : Providing new clients with a client portal can be helpful in allowing them easy access to all the resources and information they need to be successful.
This can include everything from client support documents, to video tutorials on how to use your product or service.
Including a client success checklist as part of your client onboarding process is another way of ensuring that you're covering all the bases in terms of helping new clients get up and running as quickly and smoothly as possible.
Lack of client value.
Client Onboarding Solution (9) :
With so many client onboarding software solutions available, it can be difficult to determine which one is right for your business and client base.
The best way to ensure that you choose the client on-boarding solution that will deliver real value is by comparing a range of client onboarding software options and then selecting the one that best meets your specific needs.
Not only will this ensure that you're getting the most value from your client onboarding solution, but it will also free up your time and resources so you can focus on more important tasks, such as expanding your business reach.
Lack of client retention.
Client Onboarding Solution (10)
One of the most important goals of any client onboarding strategy should be to retain as many clients as possible for future business.
There are a number of ways to achieve this, but some of the most effective include providing post-sale support and continually engaging with
All the activities involved in introducing a customer to your product/service offering and getting them to sign up for your website or app is a part of client onboarding.
In this blog post, we've gone over some of the problems faced in client on-boarding and the various client on-boarding solutions to cater to it.
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