13 New Customer Onboarding Best Practices

There are two different ways to invite classified balance sheet members — by adding their email or by sharing a link — which makes it easy to invite specific people or to invite a large team all at once. Positive, engaging call-to-action copy, motivating the customer to get started. A single, prominent call-to-action button to get customers back into the product. There’s just one form field to fill out to get started, keeping it as short as possible. Being aware of this and making sure your promotions and user engagement efforts align with this goal is essential. And in promoting your new features, your essential aim is to get your users to adopt the feature and use the product more often.

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3 super benefits why you should definitely have a good client onboarding flow. Onboarding also aims to inform your new clients about the next steps of the process. Juliana Marulanda is a business operations expert, speaker, and the founder of ScaleTime.

When a customer signs up for Canva, the website will collect data from the customer about their intentions and what type of solution they’re looking for. Canva then generates an individualized list of content formats and examples for the customer to work off of to better understand and meet expectations. The kick-off meeting is the perfect place to do those things included under the “people-focused approach” umbrella. The kick-off meeting is where you can really solidify your client’s ideas and needs and make a concrete plan. But the kick-off isn’t the official beginning, and this is where companies miss out. First and foremost, you need to get your client to sign a contract.

Product Onboarding vs. Service Onboarding

They should be spelled out for the client before work begins. These insights about client onboarding should inform your process. A free onboarding template can help, download the one below for free. Here at Process Street, we are experts when it comes to the client onboarding process. Onboarding a new client is important for the overall success of your business. Inform your existing team about the client, and prepare them for the work ahead.

If you need a deposit or payment up front, now is the time to arrange it. Perhaps the greatest concept is to find out what your customers’ NPS is willing to offer you. Depending on your product or service, is there help or training required? And while needs may vary, I’m pretty sure that platforms such as Jotform, Pipefy, Hubspot etc have plenty of free to use templates which will cover your needs to a large extent. Goals may be related to business objectives such as increased conversions or ROI, while visions often speak to industry impact or reputation.

One stop solutions to manage all your clients on scale

Many recent marketing conversations have revolved around the business imperative of “delighting clients” with fun user experiences, personalization, unique brand and more. Be available to your customers if they get stuck or have trouble. If you can, dedicate several customer service or success representatives to new customers. It will make their onboarding experience better and allow you to see where your process falls short. Of course, you’ll refine this as you learn more about your customers, but you have to start with an objective in mind. As you build out your onboarding strategy, keep your objective specific to your product and customer base.

Apty is a digital adoption platform that allows you to create a tutorial path across your software. The tool’s on-screen guidance feature is paired with onboarding checklists and customized content to deliver a seamless onboarding experience. One tenet of customer success is to customize your service or product — if you’re approaching every new relationship the same way, your clients will feel it.

The top two reasons that customers churn are 1) they don’t understand your product, and 2) they don’t obtain any value from it. Because “…a new client can watch the videos to learn how the process works, and then they can submit the intake form to answer all of the inputs that we need to create a great campaign. The form helps them to get their ideas down on paper and organized so that we can understand it all.

In-app onboarding checklists

First, you must confirm to your customer that they made the right choice in working with your agency. Heap conducted a survey of 79 SaaS companies and found that the average conversion rate for their sign-up process was 36.2%. Scribe’s one feature is a lifesaver for developers that are doing the step-by-step documentation of how their tool works, but, it isn’t really worth this price. Here are more capable, more user-friendly, and/or more cost-effective alternatives to Userpilot. So, I say, start personalizing and customizing your process right away.

Fill these empty states with educational and actionable content to explain what the feature is, demonstrate its value, and encourage them to start using it. The good thing is that your customers already like you, and they already believe in your product — that’s why they bought it. Create a plan – Create a plan of action based on your ideas for client approval. Prepare and send a client contract – Check this point when the client has signed your contract or any documents that need signing. They want to go from 0 to 100 overnight, and they hope to see the leads falling in from day 1.

It means you acknowledge fears, concerns, and questions from the get-go. And remember, organization throughout the engagement is key, but during the onboarding stage it’s crucial. Onboarding ensures all goals, expectations, and boundaries are set for both you and your client. You want to start building a rapport to create a strong relationship with your clients.

Using this questionnaire, you can turn your client’s answers into actionable team goals. Make sure everyone on your team is aware of each step and deadline and use this time to assign a lead contact for the project based on who can best meet the client’s needs. It’s much easier for customers to churn at the beginning of the relationship when they feel no loyalty or investment in your business. This is important because while a client might have received these things in bits and pieces, this is one centralized document that covers it all in one place. It gives them a place to reference should they need maintenance or additional services or want to refer you to a friend.

• Make sure everyone who will be involved knows the needs, pain points, story, background, and onboarding process of the customer.
• While customer feedback is great, there’s another time and place to ask for that information.
• Asking this question makes it easier for your team to get the information they need and shows that you respect the client’s preferred communication preferences.

Additionally, you should provide any other important documents and information that the client may need moving forward. This includes details about your business, like contact information, business hours, location, as well as reassuring documents like client testimonials and case studies. These resources make new customers feel more comfortable and further reassures their investment in your business. Knowing your offer can also be an important part of client onboarding. It helps create clarity with clients about what you do and what you don’t do.

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While this is a time for introductions, it’s also a time to show the work that’s already completed. Relay your business goals, timeline, lead contact, and step-by-step responsibilities to prove to your client that you’re prepared and ready to go. A tip for collecting helpful feedback is to be more specific. Rather than asking a yes or no question, give clients open-ended prompts. What specifically do they feel is going well, and what could be improved? Suppose you can make changes without significantly modifying the project scope.

Once your product becomes indispensable, you can count on them signing in on their own to view in-app notifications. The first onboarding call is a make-or-break moment, setting the tone for your relationship with your customer. You’ll share this agenda with your customer to make sure everyone is on the same page.

However, when creating your questionnaire, don’t go overboard with adding questions. After all, you don’t want to give new clients too much work to do. So, only include questions that your team needs to know the answer to. While customer feedback is great, there’s another time and place to ask for that information.

It can be helpful to provide a “Getting Started Guide” which gives new clients an overview of the new client onboarding process and answers some common questions new leads may have. In order to make the new client onboarding process as smooth as possible, it’s important that all of these documents are easy to understand and follow. As we mentioned above, businesses are living, breathing, organisms, and they grow based on their goals, circumstances, and environment. As companies scale, their short and long term needs adapt, leaving it up to your success team to respond to the customer’s transition. If your onboarding process is rigid and doesn’t leave room for change, it’ll be difficult to fulfill all of your customers’ needs. As you onboard your customers, how will you get them excited?

Before doing anything, you should legally establish the client with your company. That means writing up a proposal for the project, building a contract, and setting up payment for your work. By understanding your ideal client, you will not only save time and money. You’ll have happier clients who are a good fit for your business. There are plenty of businesses that run off of word-of-mouth alone.

We believe the most effective client onboarding software and the sales process is one that works across teams and encompasses the entire client journey. ClickUp is built on the core concept of improving productivity for teams, which is why we made it fully customizable. Regular client communications are part of a healthy and productive relationship—especially in the client onboarding process.

Use it to review the suggested processes and templates you can create once for smoother client onboarding. Regardless of how every other part of your onboarding process went, this is the moment that your client will remember most! With a consistent onboarding process, you can better collect and organize the information you need. Your business will be better able to collect information upfront using a questionnaire or kick-off meeting checklist, which means less time setting up projects and less time chasing clients.