How do I create a smooth customer onboarding process for SaaS?

 Customer Onboarding does not have to be the next big marketing project for your company - that you start considering after realizing the importance of customer participation. Onboarding is like a function of your company - the more you feel the friction that customers are getting, the more you improve & grow.

So, to create a personalized customer onboarding framework, you need to establish a customer-centric approach:

  1. Identify Success (Customers).
  2. Map Milestones.
  3. Find the Friction.
  4. Clear the Path.
  5. Measure & Iterate.

1. Identify Success (Customers).

When your customer starts using your product, they expect a visual - their first win. So, delivering specific goals according to unique customer solutions creates an achievable environment.

Let us take an example,

You are a startup owner looking to explore your services through social media in its trial stage allows a handful of customized features that can take you forward

  • Access to their SEO tool
  • Daily rank tracking
  • Seo training & support
  • Personalized Seo suggestion

It does two things from the customer’s perspective: solves the daily ongoing SEO problems & shows them the bigger picture to achieve organic growth for their website.

2. Map Milestones.

You don’t need to map the tiny steps of the customer at the very beginning. Keep your focus on the macro-level output & stay in the loop with the customer’s journey while tackling their ongoing friction points.

3. Find the Friction.

Customers using your software for the first time and customers finding their first success, your efforts is to find that point where you are losing them on a macro level - it will give you enough space & time to improve their ongoing journey.

What was the issue?

The hypothesis tested and excluded:

  • Is the Customer Unhappy? No, they love it! (High NPS)
  • Is there a cost that causes churn? (No, there’s a free trial!)
  • Is it too hard to set up? (Actually, it’s pretty easy.)

Real Explanation!

You might have missed out on a big chunk of customers’ churn while testing & evaluating by yourself. Try out some quantitative analysis. Use these available tools to find out the links between customers’ churn.

Effective analytics tools you can use:

4. Clear the Path.

Once you found the friction, now it’s time to find ways to solve it. There are mainly two ways to solve any friction point in SaaS onboarding:

  1. Technology: Enhance the UX, add a new platform, assist 24/7 chatbots. (Basically, ease off the friction points)
  2. Talk to your customers: Whether it’s a one-to-many or one-to-one conversation about what to do, it is a very unscalable process, so pick up the phone - Ask them! Then try to resolve them in a more scalable manner.

5. Measure & Iterate.

Maintain to keep yourself on the customer’s foot, remember - improving customer onboarding isn’t a project. So, when suddenly improving onboarding pops up again, then it’s probably not why you should do it.

Leading organizations around the world trust CXcherry customer learning platform to manage & deliver their customer training and measure the business impact of their customer experience. CXcherry Customer Education Platform is proud to be one of the important partners in your customer's success journey. CXcherry Customer Training LMS Software Online is used by many leading Small & Medium Enterprises, Start-up companies, Training Companies, SaaS, PaaS, and Software Product companies to train & educate their customers


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