7 Key Components to Boost Your User Onboarding

Customer onboarding is one of the main ways to drive business to growth and success..if not the only way as it can make or kill your business. Most people think once customers sign up, you’ve captured a new lead. However, that’s not always the truth. Just because someone signs up doesn’t mean your work stops there. There’s a journey to guide your customers through and make sure they are always happy. The experience they have through different stages of the journey will define your brand.

When you plant a seed and nurture its growth every step of the way, its bound to blossom into a beautiful flower.

Customer onboarding is a never-ending job because even with existing customers, you never stop selling them your products. You have to keep their interest piqued at all times. When they understand your company and the products and services offered, their goals will be achieved much quicker, ultimately leading to advocacy and retention.

There are seven key components to make a customer reach their full value potential:

  1. First encounter with the brand
  2. First encounter with the blog
  3. The sign up moment or free trial
  4. Successful Engagement
  5. The Integration Process
  6. Providing Support
  7. Reaching customer success

(Source: Upscope)

Inform your audience

Before we even begin with some of the components that are vital to your onboarding process, you must know that information is key, and it’s the true essence to understand a company and its different facets. When you truly don’t understand something, the less we tend to care for it. For example, I was not too fond of ladybugs. I know what you might all think? Who does this cold-hearted person hating the cutest insect on earth think she is?! But I did. I’ve always felt repulsed towards them. Until one day, I decided to google the most iconic insect for its vivid red and black colors, and to my surprise, I was quite intrigued. You see…like with everything in life, when we don’t know, we don’t know whether we like something or not. Whether that ‘thing’ has important value to us or not, the more information you share, the more credibility you have, therefore the more power you have to inform your customers. Through this, prospects and existing customers are always kept to speed with new releases or future plans.

First encounter with the brand

This is the cherry on top. The most critical part of your onboarding process is the very first touchpoint. Usually, this process works before anyone even looks at your blog, website, etc. Also, works more through word of mouth. This process involves forums, what people are saying about your brand, ads, and on social media, and people’s impression of your social media channels.

This indirect and direct information provides a foundation/base for prospects. The way your brand comes across to others says a lot about your brand and image, that’s why it’s important to distribute valuable images and ideas across different channels.  This information is the first insight into the knowledge that your customers will need to admire and cherish your product.

In this first initial phase, storytelling is one of the most essential components because it’s what paves the way for your brand, what helps define your brand and who you are through video and images.

First encounter with the blog

In this first initial phase, storytelling is one of the most essential components because it’s what paves the way for your brand, what helps define your brand and who you are through video and images.

The journey continues to none other than, your blog.  Using your blog to educate users is a vital key to present to them any problems they might face and how your brand can solve that solution giving your product a sense of heroic protagonism.

Although it’s important to be as detailed as possible to address any issues, it’s also good to keep in mind; people are always on-the-go and don’t have the time to read lengthy posts. So it keep it short and concise, but get to the point. For this, you can have fun and use other methods other than text like:

-Pictures to show step-by-step guides, and to be more visual (of course).

-Videos for tutorials

-Live Chats to tackle any real-time issues

When you make things interesting and fun for users, the more they are prone to come back to you for help. You want your customers to truly dive into your world and go to you for everything.

The sign up moment or free trial

First of all, your sign up needs to be frictionless and as simple as possible. Any additional information you need from a user can wait till after you’ve developed some reciprocity with the user.

Committed users are willing to invest more time in learning more in-depth about your products, integrations, functions, and features. However, to get them to commit, you need to make the sign up phase smooth.

Trial users want to get to the point and test out your product to see if it’s really worth spending extra time on it. So make sure they have no frustrations along the way and aid their every step, use interactive guides. Don’t force for them to look for outside sources to learn to use your product. Eventually, this will lead to abandonment. Plus, this creates a negative association for your brand.

Create a check-list and steer your users to complete all the points on that list. At this phase, it’s important your product is in the best shape to lure customers in easily. As well as, checking up on your customers and asking them for feedback.

First successful Engagement

In order to get to this stage, all the above phases must have been completed successfully. Like with everything, the first impression is the strongest impact you can have on someone. Everyone deserves a second chance, but usually, it’s really hard to recover and bounce back.

Like I’ve mentioned in the second and third components, guiding users is essential, they will feel as if you’re there doing the work for them every step of the way. This engagement fosters commitment from the users to explore and feel more inclined to discover your product.

The Integration Process

This process goes hand in hand with supporting and aiding the user.

At this point, your customers have already made the decision they like you (or we like to think so-optimistic thinking, always!) and they are ready to take it up a notch by fully indulging in all your benefits.

Your software should become a client’s key solution so that it can become a part of their company culture. In this case, implementing support like a live assistant is crucial to making the integration a success!

Providing Support

At any given time when users need help, you MUST be at their disposal be it with email, blog, live chat, throw it all in there. The reality is that it takes months of relentless work to get a customer in. So by not giving support is throwing all that out the window. With a support system, you generate cost savings with FAQs, blog, forums, guides-and ideally manage customer relationships. This enables to understand your customers wants and needs by satisfying them truly.

Reaching customer success

If you’ve reached this part of the reading, it’s obvious somehow, I managed to keep you on your feet (or butt haha- Whatever you like best). Well, remember how I mentioned in the beginning that user onboarding is a never-ending process? Welp, this is where it comes into play.

This phase consists of retention and continually satisfying your customers.

Customers need to be constantly supported, and this means proactively ensuring they’re happy with your solution. As well as, informing them and keeping them up to date with any new releases and features planning to launch. And of course, showing them how to use these new releases. With this, you avoid customer loss. By monitoring your customers and by building reciprocity, their satisfaction levels will be through the roof.

User onboarding is a process that works in different stages and requires relentless work. However, it’s a guaranteed process that works in its natural course. Every phase has its purpose, which is to retain customers and ensure customer success, yet it’s imperative to keep in mind these things can’t be rushed. Everything takes time, and especially to warm to prospects.

This is a collaborative process that needs all members of a company to cover all functional areas for maximum efficiency.

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