Right Customer Onboarding is crucial to guarantee long-term satisfaction. The trick is to make the customer experience as good as your products and deliver on your promises. We know it can be difficult, which is why we created this definitive guide to automating customer onboarding so you can integrate it in the future
Is customer onboarding important?
If done right, onboarding can help reduce turnover and increase the overall customer lifetime value (LTV).
- Many businesses can lose up to 75% of their new customers within the first week.
- 60% of your free trial leads never come back to make a purchase.
- Most profitable route is through existing customers.
Obtain timely feedback through customer interactions
Automating Onboarding can anticipate customer needs
Why automate customer onboarding?
To allocate human resources toward more impactful and urgent tasks
- Makes the process shorter and more structured
- Easier access and segmentation of documents & data
- Less likely to have errors and miscommunications
- Helps with scalability
Get notifications for every step along the way
As a CSM, you are handling multiple accounts all the time and you need to get notifications for important steps achieved
- At CustomerSuccessBox, whenever any user goes inactive or a product usage drops, there is an alert that goes out to the user and to the CSM for proactive intervention
Integrate with CRM
Where does all the customer contact information go? Is it updated in your Onboarding tool? Or are you required to update it manually?
Human Intervention Tasks
The main reason for automating the customer onboarding process is for scalability but you should never forget the customer experience
- Not all processes in your onboarding should be automated but there should be a provision for Human Intervention
- For example, if product usage drops drastically or your customer has been inactive for a long time, you should get an alert for Human intervention
Final thoughts on automating your onboarding
It is essential to create a slick automated onboarding process. It will make your processes transitions and handoffs seamless.
- Lead to fewer errors and also provide personalization for the client if done correctly.
- Check out the CustomerSuccessBox blog for solutions to B2B SaaS problems.
Add different functions to customer journeys based on conditions
Define milestones and key business outcomes for every step of the Onboarding Journey.
- Set rules and conditions in your Onboarding tool for the next set of actions when a customer achieves a milestone or there is a delay in achieving a milestone. All this should be automated in the onboarding tool itself for self-serve.
Create Onboarding Playbooks Based On Segmentation
Segment your customers based on common traits- business, use case, MRR- and define the ideal customer onboarding journey for each of the segments.
