Are you working towards a better customer onboarding experience? Well, we have a few tips to help! It all starts with successful onboarding since that sets the tone for how the relationship will go from start to finish. There are four major components to consider during onboarding design. So, what are they?
Let’s dive right into the four key elements for successful onboarding!
Create a Centralized Environment
Following best practices in onboarding will help your company grow and expand. A web-based centralized environment where all information is in one spot, and is easily accessible, will keep everyone on the same page.
Whether you need to access your digital workspace, communicate with other members, share digital files, or access web-based materials, having everything at your fingertips can save time and potential confusion. The goal is to create efficiency in your day, working smarter, not harder. The more organized your workspace is, the more tasks you can complete in a timely fashion.
Take It One Step At A Time
Sometimes, we see professionals overwhelm their customers unintentionally. As you try to help, it naturally comes with an overload of information. This is the fastest way to create a negative experience for new users. In order to make sure things don’t cause confusion is by creating workflows. A workflow can help to ensure that things are completed in proper order, without missing steps or jumping ahead.
Another thing to remember is to break down specific tasks. Always remember to ask questions, pause after each phase, allow breaks, and summarize everything taught thus far before jumping into additional steps (this is also where workflows will come in handy). Going above and beyond is a natural feeling and can feel like you impress everyone in the room, but that can slip into overdelivering. Your only job is to deliver, so take it slow and be thorough.
A Personalized Experience
Your customers will naturally want to know progress is being made in the onboarding process. One of the best ways to ensure this is by making sure you are directly collaborating with them through the entire process, with active commenting to give updates.
Work to make it an easy and seamless process for customers to get you their information. With a centralized workspace and tasks boards, the sharing of this information won’t be a hassle, and can most importantly be done quickly, helping the process move along.
An organized workflow will change the trajectory of how you operate and create a more personalized connection for your customers.
In order to achieve two-way success, mutual accountability is something that must be implemented. It is important to communicate and to share clear expectations on the process and timeline to the end goal. You can find great template samples for mutual action plans here to help get you started off on the right foot.
Creating a mutual action plan will help to progress management through the phases of the onboarding process. With action items such as due dates, responsible parties, and descriptions of each step, you can ensure that everyone is kept in line and is focused on the correct task.
By working to implement these four elements, you are working towards a better onboarding journey, which helps to result in an overall improved customer experience.
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