Start with the basics, so that your client onboarding gives a positive image of your product.🙌 Just like with lead nurturing, take it easy. 👌īut be careful! Even if the user is ready to discover your tool, it’s not a reason to bombard him with various and sundry information.
The user is paying attention, they know what to expect, so you can start explaining how your tool works.
#New client onboarding checklist template software#
You can use software like Typeform to create interactive and dynamic questionnaires! To facilitate the customer experience, mostly use questions where the customer only has to choose answers from a list.
#New client onboarding checklist template free#
What is your experience with software in ?įeel free to use questions that you think are relevant to your industry.Here is a template of questions you can ask: Like all questionnaires, this one must be short, therefore made up of only a few questions. So, to find out what type of person you are dealing with, nothing better than to start with a small questionnaire. In most cases, you have several targets, which you need to identify in order to serve them better. It is rare that a product has only one customer segment. Speaking of the next part of the process, this is precisely something that your user is very interested in! He who comes into this new experience like Alice in Wonderland, he needs to know what will happen next.įor this, you can prepare a small summary of the steps that will follow, so that he knows where he is in the discovery of your software. The user will feel understood, and will find it much easier to trust you in the rest of the process. This is valid in BtoB as well as in BtoC! You can use basic variables such as their First and Last Name, and their job for example. The more personalized this one is, the more positive impact it will have. 👀įor this, I recommend starting with a welcome message. If this experience turns into a headache, your user may never come back. Whether they’re a customer or a prospect, it’s time to take them by the hand and make their discovery of your tool a smooth and pleasant experience. That’s it, your customer has bought your product (or signed up for the freemium version, if you offer one). If you haven’t defined your personas well yet, you can use Adobe’s free and pretty good persona builder! It is therefore important to make sure that all use cases are well identified, so that each persona feels supported by your onboarding process. Each of them may not use your software in the same way. To do this, make sure you have identified your personas. The more you know about your customer’s needs, the better you will be able to guide them in the discovery of your tool. The purpose of this first step is to understand the customer’s needs and goals. Track satisfaction after client onboarding You can of course, customize it to fit your use case! 😛 If you want to make sure you don’t forget anything for your client onboarding, I have prepared a process to follow, which lists all the main steps of a good client onboarding. Your churn rate goes down as customer loyalty increases. If they are satisfied, they will stay and continue to pay. Client onboarding reduce the churn rateīy definition, a user who has understood the value of a product and doesn’t run into any problems at the start is a user who is likely to be satisfied. Fewer conversations to manage means more efficiency! 🙌 3. Of course, it doesn’t totally eliminate the questions your users may have, but it reduces them considerably. Client onboarding reduce customer support workloadĪ user who understands your product on his own is a user who doesn’t ask questions to your customer support / account manager… etc.
With an efficient client onboarding, you reduce the time to value (the time it takes your user to understand the value of your product).
The more complex the tool you offer, the more difficult it will be for a new user to capture the value quickly. It has one of the non-negligible advantages to implement a client onboarding process (no, not just bragging about it on your landing page…). Why is working on your client onboarding crucial? It usually consists of several steps, which follow the customer throughout their discovery of the tool. It is a practice mostly used by companies offering a software product, SaaS B2B or B2C, or online training. Its purpose is to facilitate the taking in hand of the tool and to make discover its functionalities.
Client onboarding refers to the process that allows a user to discover how a software works with the aim of guiding them following their purchase.
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