What happens when new customer signs up for your SaaS product or service?
For a lot of business owners and people, the signup is when they have ‘won’ the customer. Adding another testimonial may feel like success.
However, that is not true in case of customer success.
By signing up users, you are not necessarily helping them understand the product, what they can actually achieve with it, and how to do it as promised during the period of sale, this leads to customer churn eventually. Signups do not mean success. If your user is not able to use the product to solve his requirements and needs, he will gradually come to regret the signup and purchase. He may even not recommend it to his relatives and friends. In thisfast-paced world where almost 60 percent of software users open and never log in again into the app, it is very difficult to avoid customer churn and hence, a great customer onboarding process is essential.
Customer onboarding best practices can help effectively understand customer motivations, requirements, and pains to satisfy that new user’s journey.
The 9 Components of a Great User Onboarding Process
A great user onboarding needs to shorten the time to product or service value, easily direct them to their aha! moment, and allow to activate the product faster.
Customer Onboarding is one of the primary aspects that will turn beginners or first-time users into loyal advocates of your product or service.
Beginning a journey without knowing the destination is difficult to complete. It works the same with customer onboarding. So, it is important to set expectations first so that users understand the process well-enough to begin with. Having a progress meter can help set customer expectations and improve user experience.
Simplify the Process
One of the most common onboarding mistakes is making users work on a lot of things from the beginning. Making the onboarding process simple and easy to understand is important to avoid overwhelming. Small tasks are easier to do and less overwhelming so it’s better to keep it that way. It is recommended to keep ‘less is more’ in mind.
Is the credit card info of the customer really important? Is the entire mailing address absolutely essential? While some information can be important, there is no need to ask for too much. Most customers value privacy and this will make them want to continue with the onboarding. Hence, reducing onboarding time is crucial.
Calling attention to crucial elements helps customers comprehend what and where exactly one should go. With uncomplicated messages, its better to help the customer steer between various elements and create a seamless experience.
How about a user handbook made using the product features? Check out how Trello, a project management tool built their user onboarding guide via their product.
If you can do something like this, go the extra mile, and use your creativity. Reinforce your value by simplifying the process.
Multiple new-age companies employ videos or visual aid to amble new customers through a product or service. Using videos or multimedia for customer onboarding, marketing, support is highly valuable to walk new customers through a product.
Its ok to Skip
A skip button works well if customers are using the same ID. It reduces the effort of customer onboarding again. With this, users can avoid any extra work when they seek to explore on their own.
Build a relationship
To give your customers the best, it is crucial to comprehend what success means to them. Ask the customer what they choose and attempt to deliver that. Be upfront when asking what their concept of customer success is.
Onboarding is not a one-time job, it’s a long-term process that incorporates your entire customer experience. Keep your customers in reach, make a valuable connection, provide what’s needed, and establish the basis for great support.
Bottomline: Crucial and Continuous Process
Customer onboarding is a perpetual process and is extremely imperative for customer success and company growth. Customer onboarding is not a single one-time act of aiding the customer start using the product or service. It is, in fact, about delivering the value promised to the customer in an efficient and effective manner.