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Successful Customer Onboarding

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How to successfully onboard your customers. Tips and insights for SaaS companies and e-shops.

Published in: Technology
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Successful Customer Onboarding

  1. 1. SUCCESSFUL CUSTOMER ONBOARDING GEORGIA TSIAMANTA
 CUSTOMER SUPPORT AND SUCCESS CONSULTANT
  2. 2. USER ONBOARDING IS THE PROCESS OF INCREASING THE LIKELIHOOD THAT NEW USERS BECOME SUCCESSFUL WHEN ADOPTING YOUR PRODUCT. Samuel Hulick of UserOnboard.com THE DEFINITION
  3. 3. THE CHALLENGE CUSTOMER ONBOARDING IS: ▸ Providing a helping hand to your brand new customers ▸ Demonstrating the value of your product ▸ Understanding and adapting to your customer’s needs
  4. 4. Source: https://ux.useronboard.com/product-people-mind-the-gap-da363018cc57
  5. 5. CREATE A DETAILED CUSTOMER JOURNEY BEST PRACTICES FOR ONBOARDING
  6. 6. CREATE A DETAILED CUSTOMER JOURNEY FIND THE TOOLS ▸ Document everything e.g. in Dapulse, Pipedrive, Hubspot ▸ Use triggers, e.g. via Zapier, Workato ▸ Ask your devs to send data via the APIs ▸ Keep your team in track
  7. 7. CREATE A DETAILED CUSTOMER JOURNEY WELCOME THE MANAGER SCHEDULE A TRAINING FOR THE MANAGER DEFINE THE IMPLEMENTATION DETAILS IMPLEMENT THE PRODUCT SCHEDULE A TRAINING FOR THE EMPLOYEES FOLLOW UP WITH TRAINING MATERIAL DOCUMENT THE MILESTONES
  8. 8. CREATE A DETAILED CUSTOMER JOURNEY DOCUMENT EACH STEP SCHEDULE A TRAINING FOR THE EMPLOYEES ASK FOR THEIR EMAILS SEND THEM YOUR CALENDLY TO PICK A DATE SEND THEM A CALENDAR INVITE FOLLOW UP WITH TRAINING MATERIAL INFORM HOW TO LOG IN INFORM HOW TO REPRODUCE THE TRAINING SEND THEM HOMEWORK
  9. 9. CREATE A DETAILED CUSTOMER JOURNEY WELCOME THE MANAGER SCHEDULE A TRAINING FOR THE MANAGER DEFINE THE IMPLEMENTATION DETAILS IMPLEMENT THE PRODUCT SCHEDULE A TRAINING FOR THE EMPLOYEES FOLLOW UP WITH TRAINING MATERIAL AND NOW WHAT
  10. 10. BUILD YOUR ONBOARDING TOOLKIT BEST PRACTICES FOR ONBOARDING
  11. 11. BUILD YOUR ONBOARDING TOOLKIT WHERE TO PROVIDE THE INFORMATION ▸ Kickstart guide ▸ Media center ▸ Knowledge base ▸ Contact options for this stage
  12. 12. BUILD YOUR ONBOARDING TOOLKIT THE KICKSTART GUIDE
  13. 13. BUILD YOUR ONBOARDING TOOLKIT YOUR MEDIA CENTRE
  14. 14. BUILD YOUR ONBOARDING TOOLKIT YOUR KNOWLEDGE BASE
  15. 15. BUILD YOUR ONBOARDING TOOLKIT THE CONTACT OPTIONS
  16. 16. BUILD YOUR ONBOARDING TOOLKIT HOW TO PROVIDE THE INFORMATION ▸ Lifecycle emails ▸ Walk-thoughs, e.g. WalkMe, APPCUES ▸ Engagement pop-ups e.g. Intercom ▸ Webinars
  17. 17. BUILD YOUR ONBOARDING TOOLKIT LIFECYCLE EMAILS ▸ When ▸ How often ▸ How many ▸ Why
  18. 18. BUILD YOUR ONBOARDING TOOLKIT THE WALKTHROUGH
  19. 19. BUILD YOUR ONBOARDING TOOLKIT THE INTERCOM POP-UP
  20. 20. BUILD YOUR ONBOARDING TOOLKIT THE WEBINARS
  21. 21. FOLLOW THE PROGRESS BEST PRACTICES FOR ONBOARDING
  22. 22. FOLLOW THE PROGRESS ASSIGN A CUSTOMER SUCCESS MANAGER ▸ Create a single point of contact ▸ Schedule 1-to-1 training ▸ Build a lifelong relationship ▸ Monitor the customer’s progress
  23. 23. FOLLOW THE PROGRESS MONITOR THE CUSTOMER’S PROGRESS ▸ Implement tools to track the progress, e.g. Mixpanel, Intercom, Totango ▸ Send trigger-based emails, e.g. with Customer.io ▸ Improve user onboarding with A/B testing tools ▸ Send them a survey, with e.g. Typeform
  24. 24. SET A CLEAR EXITING POINT BEST PRACTICES FOR ONBOARDING
  25. 25. SET A CLEAR EXITING POINT FIND AN EXIT PLAN ▸ Let your customers know all the onboarding steps from day one ▸ Set a clear completion goal ▸ Be strict on the schedule ▸ Focus on the delays and try to improve these points ▸ Change the point of contact
  26. 26. SET METRICS BEST PRACTICES FOR ONBOARDING
  27. 27. FOLLOW THE PROGRESS SET METRICS ▸ Track the number of days a new user gets to the WOW moment ▸ Track the number of days a new user needs to complete onboarding ▸ Cohort engagement ▸ Track the average lifecycle of your users ▸ Set targets for the onboarding team ▸ Collect feedback from the users
  28. 28. BE THERE HAVE EMPATHY

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