Whether you run a billion-dollar business or a brand from your bedroom, client onboarding is a critical process. You need to make sure that people can access your services quickly and easily, preferably with minimal fuss.
That’s where this post comes into the fold. It shows you what you need to do to bring people onboard and how to make the process as seamless as possible.
Set Clear Expectations
Perhaps the most important thing you need to do at the start is set clear expectations. People using your services should understand what they’re getting so they don’t leave feeling disappointed.
Therefore, communicate early and provide them with a roadmap of what they can expect. Also, make sure you give them FAQs and provide them with examples of other customers’ success stories.
Many clients will have the wrong impression of what you offer before they sign up, which can lead to disappointment later. Naturally, you’ll want to avoid this.
Use Automation Tools
Next, you’ll want to think about which automation tools you can use to onboard people. Leveraging software can be highly effective, so don’t be afraid to use it.
For example, if you need to check selfies against official ID documentation, then solutions like PrivateID are worth exploring. These automate a lot of the busywork.
You could also set up automated sequences of emails and links to various scheduling tools. Even providing access to e-signatures can help in a lot of situations for rapid contract signing and security.
Simplify Information Collection
Another way to improve the onboarding process is to simplify the information collection process. Getting this right can boost the experience and make it more likely that customers will stay for longer.
If you can ask for batch requests, that helps. For example, getting clients to provide you with login details and their preferences all in one go is usually better than constant back and forth (which comes across as unprofessional, even if it is deliberate),
If your sign-up process is complicated, be sure to provide your customers with examples of what they need to do, including filled-out forms. Make sure that everything is clear before the process kicks off to save you hassle later.
Add An Onboarding Call
It’s always helpful to add an onboarding call with new clients, especially if your services are quite complicated. These are a great opportunity to answer any burning questions or run through some of the details, which might be unclear.
During this call, you can use Zoom or Teams. You can also record it so that the prospect can refer back to it in the future, plus end with clear tasks or next steps.
Personalize
Finally, you want to ensure that you personalize the onboarding process so that it feels right for the client. They should have the impression that you’re doing it just for them. They shouldn’t feel like they are part of some massive team or process.
During the personalization phase, avoid overloading the client. Limit interactions and build up their knowledge of your products and services slowly.