So you’ve successfully released the much-awaited SaaS app you’ve been working on for months, and triggered your targeted customers’ curiosity to sign up — what do you do next?
Most entrepreneurs believe that convincing people to visit their apps and signing up is where the constant struggle called “customer acquisition” ends.
However, a recent GrooveHQ study has revealed that around 60% of customers never reopen an app, or a website after they’ve visited it the first time.
So the question is – how do you compel them to return?
Customer Onboarding – A Brief Introduction
Successful onboarding of customers is every successful business’s sustenance. The more satisfied your targeted customers are, the higher the cash inflows get.
Likewise, it also demands you to befriend the best-in-market practices and stay in-sync with modern trends to create a long-lasting first impression.
Here’s a catch — setting up onboarding for new customers often comes as a catch-22 for aspiring entrepreneurs, especially for the inexperienced debutants. But is it honestly that difficult?
Don’t worry, here is a step-by-step guide on how to ace customer onboarding like a seasoned professional.
7 Best Practices To Master The Skill Of Customer Onboarding
1. Be clear about expectations and set targets
Never underestimate the importance of asking questions — and in this case, prioritize knowing what your customer’s expectations are from the solution that you’re developing.
You only acquire a customer when they’ve had their “first success” against their problems with your product. So find out what they’re expecting from an ideal “success”.
Once you’re aware of that, chalk out a very practical and strategic roadmap to hit that milestone with a specified timeframe.
2. Tweak the experience to its fullest potential
Let’s face it — customers are one of the most significant partners your business could have. And every single customer expects a personalized experience, which should be your target.
The more customization you introduce to the onboarding process, the more valued they’d feel. Here’s a tip: include access to exclusive content or services, personal profiles based on different customer interests, VIP services etc.
Also, make sure to gather their valuable feedback and experience about the onboarding process.
3. Get your team on board
Teamwork is dreamwork — and when you’re dealing with SaaS products that cater to a wider customer segment, it’s crucial to involve every one of your team members to set up onboarding.
Through this practice, everyone learns about the pain points and expectations of the segment they’re preparing to bring onboard. Such deep involvement aligns the entire team, from development to sales, in a certain way opens the door for new and creative ideas, and creates a collaborative work culture.
4. Accumulate useful data
A recent study has found that 68% of multinational organizations believe that data gathering and analysis is the secret behind their enhanced customer experience.
And when it’s about getting the customers onboard, gathering useful information is the most accurate way to find out what they want. It helps you recognize the areas that need improvement, and the new features and services you must include to live up to their expectations.
5. Strengthen the relationship through communication
Remember what we just discussed about customers being partners? And the key to a strong partnership is effective communication — there’s no denying it.
Whether it’s regarding a one-time transaction or a long-term acquisition, interacting with your customers never goes futile. You should recruit a social media team to reach out to their posts, comments and make them feel heard and valued.
6. Make sure to follow up
Okay, so the initial onboarding of customers was a hit — is that all? Do you leave it at that? No. Remember, you can lose their interest at any given point if they feel neglected.
Your social media team should religiously follow up with the customers and continuously hear more about their expectations and concerns. Communicate periodically and stay informed whether their user experience is optimal, or whether they’re experiencing bugs that need fixing.
7. Study the customer requirements consistently
Ours is a highly volatile marketplace where trends rise and fade out overnight. Customers’ expectations also change and as a service provider, it’s your duty to stay updated with them.
It’s your duty to strengthen the relationship by assessing their latest needs and catering services that align with their expectations. For instance, you can include new and attractive product add-ons and upgrades from time to time to keep them satisfied and engaged.
Summing It Up
Customers are every business’s greatest asset; the more efforts are put into enhancing their experience, the higher the sales figures and profits skyrocket.
Onboarding of customers is necessary to cater the best first impression, which comes in handy in compelling them to choose your services over the competitors. And the 7-step framework above is a sure-fire way to get them onboard like a pro.
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