It's that time of the year when you wear your fangs and take a coffin break!
Rocketlane kickstarted the Halloween Heist with a social media poll and video campaign. Keeping in tune with the name of the campaign, over the past few weeks, we cumulated the popular votes from each poll and showcased them via popular Brooklyn Nine-Nine memes.
Now, we know the number 666 is sometimes viewed as an invocation of Satan and regarded as cursed. But, with an action plan to ward off all evils, we present the 666 series, where we nitpick the 6 findings and 6 problems faced with customer onboarding and provide 6 solutions to avoid them.
Off we go a-haunting!
Imagine being zapped away to some faraway land by the swish of a witch's wand. You have no clue where you are, and you do not know what to do. You are scared. You are lost.
Abrakadouch! That ought to be spooky.
Now, a customer feels the same kind of lost when they explore your product for the very first time. They need much handholding during this phase. The customer onboarding phase is your first step towards building a tremendous customer-vendor relationship. Your customer's first interactions with the product and brand need to be made memorable.
Customer onboarding sets your customer up to derive value from your product. If you can get your customers to see the value in your product during this stage, it can lead to customer success. Customer onboarding also tends to lay a foundation for long-lasting collaborative relationships with your customers. With a lot at stake, the customer onboarding phase can seem quite terrifying.
In the spirit of Halloween, we ran a poll asking voters, 'What scares you out of your wits about customer onboarding?' 36.2% of voters said they were scared about expectation management. 32.3% were terrified about shifting project scopes, while 19.2% were afraid of missing deadlines, and 12.3% were horrified by customer escalations.
Through the rest of this blog, we share some invaluable solutions to overcome these fears.
The customer onboarding phase is right after your customer has invested a significant amount of their time and money to pick your product but is yet to experience their investment returns. At this stage, if your customer asks you a complex question and you show them a smokescreen, they are sure to lose faith in you and your product/service. This erosion of trust at such an early stage is sure to hamper the customer's satisfaction levels. And low satisfaction levels, in turn, lead to customer churn. Now that would be a true nightmare, wouldn't it?
You have a bad case of scope creep when the project ends up diverging from its originally-stated outline. Scope creep is the silent villain of businesses everywhere. It robs you of your profit margins, eats away at productivity, stresses out your team, kills deadlines, and leaves in its wake dissatisfied customers and a wrecked reputation.
Deadlines are unavoidable but they keep you accountable, help prioritize your work and give that extra push to make you work harder. Missing deadlines however, happens even to the best. It may be due to low visibility into project progress, an unexpected delay from your team, or even last evening's dinner gone wrong. With the fast-approaching deadline, panic begins to set in, and the butterflies in your stomach have a gala party. All this while, there is your customer just left in the dark, waiting, not knowing what is happening.
When any mishaps occur during the onboarding process, pressures tend to mount and give rise to escalations. And quite naturally, customers want their escalations resolved promptly and efficiently. But the escalation experience in itself can be nerve-racking for you. At times, even interactions with a benign customer can escalate quickly. While dealing with an unhappy customer, using words or phrases that help instill calm, trust, and credibility are imperative.
Well, customer onboarding may seem like a complex game of darts. But hit the target right, and it will do wonders for your customer retention and brand loyalty. To help you refine your customer onboarding process, we've created a collaborative customer onboarding platform called Rocketlane. With Rocketlane, you get that zoomed-out, 30000 feet view into all your ongoing customer-facing projects. Rocketlane also unifies all your typically separated experiences such as tasks, updates, and documents into one collaborative platform. With everything under one roof, Rocketlane saves you from the hassles of using multiple tools and helps you stay on top of tasks and deadlines.
If you would like to take Rocketlane for a spin, check us out here.