“You will never get a second chance to make a first impression.”
User onboarding has come up a lot lately, and the reason is obvious. A bad customer experience can pretty much kill the growth of your business.
The first experience your customer has with your product/service sets the tone of your relationship with him. If you make everything really confusing, overwhelming or way too simple to be appealing, you’re probably going to miss out on some bonding.
After going through the grind of ‘welcoming and settling in’ our users, making mistakes and improvising on the go, we created a ‘fits all businesses’ user onboarding checklist. And here’s what it looks like:
Your onboarding process shouldn’t only include new users. It needs to include all your existing users as well – never leave a chance to leverage relationships. Use your onboarding process to show your target audience what makes your business different from those in the market. Stagnating a relationship can result in the decrease of customer retention.
The market is not the only thing that should be on your radar; what your customers are talking about you is equally important. Frequently ask for feedbacks from your customers to ensure all their needs are being met. Being a good listener, can help you build stronger bonds with your customers – making it easier to introduce new products/services to them.
Don’t wait for your customers to reach you; be the conversation starter. In the first few days after sales, you should ensure that the customer is onboarded successfully and knows you’re there in times of need. Apart from your onboarding program, it is a good idea to drop in every now and then to say hello, and ask for feedbacks. Opening early communication channels with customers help set the rapport of being a customer-centric business.
More often than not, businesses confuse staying in touch with customers with spamming. While creating your onboarding program, set up a schedule for communication that allows you to connect often without sounding spammy. Reach out to your customers for only relevant and important reasons. Content – messaging plays a very important role in connecting with the customers.
Go beyond your generalized conversation starters. Leverage data while framing your messaging to understand your customer’s needs better. A little bit of information clubbed with the user’s needs are bound to make your message more relatable. Humanizing the interaction is very important!
The only thing that can engage your customer even before your onboarding program actually begins, is information – be informative to sell. The idea is to ditch the sales pitch and offer content that actually offers a solution to the customers.
No onboarding process should be constant. Based on the reviews you get from your customers, keep improvising your program. While it might seem like a good idea to stick to a functional process, it is always a good idea to experiment with different ways to make a customer feel more welcome and accustomed to a product/service.
How do you know this checklist is working? By taking a look at the users you have onboarded successfully.
While the general user onboarding definition remains the same for all businesses, who an ‘onboarded user’ is, varies depending on what the end goal is.
Most people think an onboarded user is one who understands the basic functionalities of the product/service and the superficial technical aspects of it, if any. The idea behind most user onboarding programs is to follow a sample onboarding checklist and get things ‘up and running’ instead of equating onboarding with a value delivery milestone.
When creating an onboarding program, keep in mind how you want the user to use your product/service to make the most out of it. Setting milestones will help you understand how well the users have understood your business and where they really need help.
Here are a few questions that will help you get started in creating a successful user onboarding process:
All set to onboard a new user? Here’s something that will help you get started right away: The Onboarding Toolkit You Absolutely Need.