After spending many days (and nights) on persuasion, providing information and building a relationship, it is a feeling of complete achievement when you confirm a deal with your lead. Finally, you have a brand new customer who is eager to use your product or service.
This first experience of your customer with your product or service is going to set the tone for any future business. So, it is imperative that you make this experience valuable and provide a consistent on-boarding service to your customers.
A well-planned on-boarding process is a must for any SaaS-based company. By using this service, your customers will understand the true potential of your product or service. Not all customers work well with self-training, so providing them with on-boarding becomes crucial, as they will get a complete understanding of the functional and technical aspects of your product. All that you need is a successful on-boarding plan that can be used for all of your new customers.
Here are six ways in which you can perfect your customer on-boarding process.
1. Reach Out to Them First
Your customer made the payment and he is ready to use your product or service. He will get around to using it when necessary, and he may or may not reach out to you. However, you should not wait for him to contact you. You should connect with your customer and check to see how he is liking your product or service. Help with the system set-up and check if everything is working fine. Give the customer an option for a complete product demo, to help him understand and use the product better.
2. Provide a Complete Demo Again
Many customers usually opt for a demo before they decide to buy the product or service. However, it can be beneficial for the customer to see a repeat viewing of the demo, especially when using the product simultaneously. A complete demo refresher can be good for the customer to better understand the functionality of the product or service.
3. Basic Training
It is better to provide customers with an option for training, so as to assist customers based on their knowledge and acquaintance with the product or service. Some customers might require basic training and some require specific feature training, so give them both options.
Customers can adapt to a product or service easily, but it is valuable to provide regular feature training and webinars. For customers who already understand your product, let them bypass the training they don’t require and ask them to opt for new feature training or webinars.
4. Encourage Customers Through Incentives
If your customer is new to the product or service and is taking regular training and webinars to get accustomed to it, provide him with a progress report. This incentive will mark a positive behavior and show customers how far they have come.
Adding progress reports can help your customers understand what they did and what all they can do. You can also award them with a special gesture if they are doing exceptionally well.
5. Use Omni Channels for Communication
It is not a good practice to restrict your customers while they are trying to connect with you. Give them multi-channel choices to communicate with you, such as live chat, call, email, or text. Encourage them to also connect with you on social media, so when the right time comes they can promote your brand to other customers.
Your job is to make them feel welcome with any feedback or concerns. Continued service after purchase of your product or service is vital for continuing good business with the customer.
6. Build Connections
Understand your customer’s concerns and interests. Try connecting with him on interest levels and provide quick responses. When you were nurturing your lead, you built a relationship with him. Now that he is your customer, you need to continue to build a good rapport with him.
You can build a good rapport with your customer only when you understand his problems and help him to resolve them. Once your customer starts using your product, he should feel that you are even more concerned about helping him.
The whole point of providing on-boarding services is to make your customer feel wanted even after the purchase. You must show that you were attentive to him when he was not your customer, and you still value him after he became your customer.
Customers will ask questions. Providing them with relevant answers is what makes them loyal to your brand. This is the reason that providing continuous customer service becomes an integral part of any business.