As a customer success professional, your goal is to get your customers acquainted with the features of your product and gain benefits by using it. Your onboarding process should be tailored to each customer’s needs and expectations to make them feel guided and supported.
You can’t compel a customer to get to know all features they don’t need at the moment, but they should be able to access the necessary resources when they’re ready. In this blog, Preflight Community members share the resources that need to be shared during the onboarding process.
Depending on the maturity of the customer’s current process, we share:
Create an academy for training your customers with video snippets of the product. If the customer actively consumes those training videos and starts using the features, they’d earn brownie points that can be used as an incentive/discount for their next purchase.
The major downside of human interaction at every point in an onboarding process is that people deliver information in different ways. So, it’s important to automate certain touchpoints to provide a consistent onboarding experience for all customers.
For instance, create a forum where a new user/customer can post a question, and experienced users/customers can answer. Have a rewarding system in place when customers engage in the forum.
In a typical implementation program, it’s good to gather and share:
If you want to learn more about Customer Onboarding, Implementation, and Professional Services in-depth, join the Preflight Community.