A recent survey revealed that approx 55% of the consumers returned a product just because they were unable to understand how to use it because of lack of proper onboarding.
The customer onboarding process is a difficult one, and you must align your staff with your customers’ needs while ensuring that you deliver an optimal experience for them.
This guide will provide eight tips to help you create effective customer onboarding using a CRM sales automation tool.
The best way to onboard your customers is by creating an automated program that makes it easy for them to get started. You can do this by using CRM and marketing automation software to automate the process with a series of emails, SMS messages, or push notifications.
Here Are Some Examples of How You Might Do This:
Marketing automation CRM software is a tool that helps you to automate your email marketing, social media marketing and lead nurturing. It allows you to create personalized content for each of your customers and deliver them relevant offers on autopilot.
When using customer onboarding software, you can create different segments for different types of customers (e.g., new customers, repeat customers and loyal customers). You can also use it to segment your marketing campaigns based on demographics like age, gender or location. For example, suppose you are running a loyalty program for mobile users in India. In that case, you can create different segments for people who are using their smartphones or tablets to buy the product and those who don’t use their smartphones or tablets to buy the product.
This type of segmentation helps you build highly relevant marketing campaigns where users receive only the right offers at the right time.
A great onboarding program is not just about gathering information, and it’s about setting expectations and providing guidance. This means you have to define what your customers need to know and do so that they can understand the value of your product or service.
For example, suppose you are marketing a subscription service or product. In that case, it’s important to provide information on how often customers will receive updates and how often their purchases will be billed. You can use a timeline to show how long each milestone will take for the customer to complete.
Customizing the onboarding experience is key to ensuring each customer has a positive experience. You can use marketing automation software to personalize the welcome page, get insights into which pages customers visit and then show them personalized content at specific points in their journey.
Automated notifications can also be sent to customers based on their behaviour, such as emails if they’ve visited your website or downloaded documents from your sales team. For example, send an email if someone downloads a guidebook for new clients or opens a PDF about setting up your CRM for pipeline management software.
Onboarding is integral to client satisfaction rating as it nurtures and guides new clients. It’s an opportunity for your CRM software to help you engage with customers, educate them about what you do and how it works, and establish a relationship with them.
A well-designed onboarding experience can help increase sales and increase customer loyalty through increased brand awareness. It can also improve customer satisfaction by providing real-time personalized info on the offered product or service.
Customer onboarding is about getting your new customers into the funnel and encouraging them to take that first step. At this point, you’re not trying to sell them anything — you’re just trying to keep them engaged with your brand.
The best way to do this is by focusing on the relationship between you and your customers.
If a new customer signs up for your newsletter or opts in for updates via email, remember them! Send a personal message thanking them for their interest, and keep in touch with them throughout the process.
The more you focus on building a relationship with your customers, the more likely they will become your loyal customers — which means more sales for you!
Communicating with your customers is the most important part of your marketing strategy. You need to quickly answer any questions they have about your product or service, and if you can’t, then you’re not doing yourself any favours.
CRM sales automation software lets you identify who your customers are and how they interact with your brand. It will also allow you to send them targeted messages based on their past interactions with your business. By doing this, you can ensure they’re always up-to-date with everything happening at every level of your organization.
After you complete your onboarding of a customer, it’s important to follow up with them so that you can keep track of how they’re using your CRM software. If you send a welcome email or create a new contact in Abaca Digital AIM, check in with the customer occasionally to see how they’re using your CRM software.
This will help you gauge what features are working well for them and which features might need improvement. It also provides both sides of the relationship — sales and marketing — an opportunity to get more feedback about how customers use their CRM software.
Optimizing the customer onboarding experience is an important part of producing great customer engagement across all stages of the customer lifecycle.
Abaca Digital AIM is a powerful marketing automation CRM software that ensures smooth customer onboarding. The platform helps you connect with your customers, nurture them and grow their relationships while providing insights into their needs and behaviour. AIM also helps you manage your leads, contacts and opportunities in one place so that you can focus on the important stuff — growing your business. Built-in analytics provide actionable insights into what’s working, so you can optimize your sales process efficiency. To know more, book a FREE consultation with one of our technicians today.