As the famous saying goes,’ First impression is the last impression’, especially stands true for businesses and organizations. Why? People already have a formed opinion about you after the first impression. New employees and customers often base their decision to collaborate with your organization based on their first impression.
Hiring new employees is the key to the growth of any business and retaining those employees is equally important. So, what is that builds confidence in new joiners and keeps them around for long? The most important factor is an effective onboarding program. If you somehow fail to successfully onboard your new hires, it will increase the churn-out rate for your organization.
An onboarding program that is not optimized properly will cost you a lot more than money due to the higher number of hiring circles. Now word-of-mouth spreads fast and will create a notion among new joiners to not consider your organization. The onboarding workflow must be smooth and efficient enough to develop confidence amongst the new hires.
Similarly, creating an optimized onboarding process for your customers is very important to reduce the churn-out rate. The onboarding process is not just about setting up and forgetting it. Knowing and understanding your customers on how they respond to your onboarding process will definitely help in minimizing churn.
Making the customers understand your product and letting them know how your product or service will value them is the most important factor you need to keep in mind while creating an optimized onboarding process.
Here are some of the tips that will help you create an optimized onboarding process.
- Removing unnecessary steps during the sign-up
The sign-up process must be very simple and easy, and without any unwanted or extra steps so that the user feels comfortable signing up. It does not include too many form fields and long text explanations. The login process must also be very easy. The employees shouldn’t have to run to the IT department every now and then. You can use one-click sign-up as an alternative to simplify the process. This will let you user sign-up instantly using their social media accounts or email.
- Get only the right customers
Make sure your marketing and sales teams understand what kind of products and services you offer and what services you don’t offer. Only then they will be able to attract the right kind of customer who requires your product and needs your services. A bad-fit user can increase your churn rate and leave bad reviews about your product. Once you get onboard the right kind of user, optimize your onboarding with the right kind of communication that is required. Make them understand your product and services, and they will be happy to use them and even share them with their colleagues.
- Use videos for a better understanding
Videos work and they work the best when you want your users to understand something real quickly and correctly. If you have to explain in detail about your product, then it is always better to use videos. You can mention everything step by step to let the user understand the technical details. You can create an in-house video to give a personal touch while adding clarity to the product. Make sure the video is not too long, just long enough to convey complex ideas clearly, 5 minutes or less would work fine. If you can explain everything clearly, it will develop user retention and improve overall satisfaction.
- Efficient Communication and welcome emails
Communicate well with your customers, never skip this part. Remind your customers that their relationship is valuable to you. Send professional emails, talking about the best features of your product or service, this will help them remember why they sign-up with you. Do not forget to send a solid welcome email. By communicating well with your users you can increase your chances of success. You can also use platforms that send automated welcome emails. Spend time on creating the best communication and welcome email.
Conclusion
With the best onboarding process, you can create and develop excitement amongst the users about your product or service. An intuitive onboarding experience will develop confidence in the user and use your product or service to the fullest. We understand customer onboarding can be an overwhelming process but with the right tools and process, you can create a robust onboarding program.
