Sun. Jun 26th, 2022
The Ultimate Client Onboarding Tips

Client onboarding is a very crucial element of a company’s customer acquisition and customer retention strategy. How you onboard your clients speaks volumes about their value in your company and the overall company culture. In today’s day and age, the client onboarding process should be digital and seamless. 

The ultimate client onboarding tips for any company should start with enhancing the customer experience by digitizing the end-to-end onboarding journey. This would mean they are not submerged by paperwork; the service activation is faster, repetition should be avoided, and the customer should not feel lost at any point. AI-powered client onboarding products that are built on liveness detection technologies and intelligent facial recognition are secure and compliant and can help the company onboard customers on a large scale seamlessly while building a solid foundation for an eternal customer relationship and employee screening

Secondly, the company should create a clear roadmap for the clients. There should be no ambiguity regarding what the customer should accept next. A clear journey will make the next step of the journey clear to the client and remove uncertainties. A typical example of a client onboarding roadmap would look like this: 

Choose the product -> Product introduction -> warranty discussion -> Contract signing -> Product turnover -> Feedback

Thirdly, be clear about the customer’s needs. A lot of customers feel lost while being onboarded and even communicate this concern. Businesses need to understand the pain points and act on them. Maybe even find a solution for the confusing parts of the onboarding. E.g., if a client is unable to understand how to activate an account, a step by step tutorial or explanatory video will do the trick. It is important to improve the experience and simplify the correspondence.  

Fourthly, one must set milestones and expectations from the start. Before the client starts using the service or product, it is good to do some expectation setting. When salespeople sell, they overpromise or say things that may end up being misunderstood. It is best to paint an accurate picture and put the truth there. When the expectation is appropriately set, there will be no disappointment in the future. This shows honesty and builds trust with the client from the start. When deliverables do not match due to unrealistic expectations or misunderstanding, it leaves a bad taste and becomes hard to retain the customer.  

Fifthly, adopt a problem-solving outlook. Everything does not always go perfectly or as planned in the client onboarding journey. While customers may be following the onboarding templates, there are still chances of things being missed due to contextual differences. In such scenarios, don’t go purely by the book, instead, think outside the box and find a solution or address the issue. It is very easy to dismiss the client by saying something was never promised but going out of your way to address contextual differences says a lot about how much you value your client.

Last but not least, automate tedious and repetitive processes. By building a client onboarding framework that can be replicated and adopted each time with a bit of customization is one of the best ways to streamline the client onboarding process. Starting from scratch each time and manually repeating every step can be time consuming for both the company and the client. Create email instruction templates, record use-case-specific videos, auto-fill client information across multiple forms, etc. These things make life easy – however, be open to special requests and personalisation.

At the backend, focus on continuously improving using the information and data you have gathered from your system. And to conclude, never think that your job is done as soon as you have onboarded the client. Even if the client seems confident and comfortable, follow up occasionally. Failure to do this may prevent long-lasting client relationships. Based on their usage, show them ways they add more value using some existing features, let them know when they have hit a milestone, and show them how they have benefitted. Drop a text, send an email or make that call – it pays off to check in on your client now and then. You improve the chances of building a long-lasting relationship with the client by doing so.

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