More than 50% of customers will switch to another brand after a single negative customer service interaction. It's important to nail a new customer’s onboarding experience to lay a strong foundation for a successful relationship that will help you retain their business for longer.
The right customer onboarding software can make this much easier. Keep reading to discover how this technology works and learn about its key benefits and challenges.
Key Features of Customer Onboarding Software
Customer onboarding software helps new clients get up to speed with recently purchased products and services faster. It also guides an organization’s entire team through their full initial training process. This ensures that your B2B customers have a helpful, enjoyable onboarding experience, which can translate into a better long-term relationship.
The best customer onboarding software includes a wide variety of features that can improve every aspect of the onboarding process, including:
- User-friendly interfaces that clients of all technical skill levels can navigate easily
- Customization and white-label branding so you can deliver a seamless experience that’s aligned with your company’s existing branding
- Automation capabilities to speed up key learning tasks
- The scalability to quickly grow as your onboarding needs evolve
- Integration with existing systems to minimize extra work for your staff
- Built-in data security and compliance so your client's sensitive information is always safe
- Tools for data validation and other features that reduce busy work for you and your employees
Benefits of Using Customer Onboarding Software
Now let’s talk about some of the benefits that the features we’ve highlighted can bring to your company. Below are a few key ones to consider.
Improved Customer Experience
With customer onboarding software, everything a new client needs to get up to speed is housed under one roof. This ensures they always know where to find the information they need.
Plus, customer onboarding solutions are built from the ground up to deliver ideal onboarding experiences, including a user interface that all clients will feel comfortable with regardless of their level of technical expertise.
Faster Time-to-Value
You’re also able to deliver value to customers faster when you use onboarding software. This is because the software reduces bottlenecks and gets your end user familiar with your service faster. That way, they can begin using it as soon as possible to achieve their goals.
Reduced Churn Rates
It takes a lot of time and energy to find new B2B clients. The last thing that you want is to finally do so, only to lose them later in the onboarding process because they don’t like your systems. Choosing good onboarding software will help you avoid these situations by making it easier to follow all of your customer onboarding best practices. This can help you keep your churn rates as low as possible.
Enhanced Product Adoption
You want your product or service to be integral to your clients’ work. Part of this is making sure that it’s used by as many people on each client’s team as possible. Client onboarding software helps you do that by making it easier for users of all backgrounds to learn how to operate your product.
Data-Driven Decision Making
You can also leverage your customer onboarding tools for future decision-making. When your clients use the software, they’ll generate data that you can use to evaluate the most effective and efficient strategies for onboarding future clients. Over time, this can help you improve your processes significantly.
More Time For Your Team
Finally, when customer service managers don’t have to do everything on their own, they have more free time to focus on the parts of their work that truly matter, including direct interactions with clients. New client onboarding software can free up more time in your employees’ schedules by reducing the amount of busy work they have to do to get new clients onboarded.
Common Challenges in B2B Custom Onboarding
Customer onboarding software exists because standard procedures for B2B onboarding come with a lot of complications. These include:
- Communication gaps and customers who don't respond promptly
- A lack of personalization, which may frustrate end users
- Resource-intensive labor associated with mundane tasks like data verification
- Measuring onboarding success without a system that automatically collects and displays data for you
We won’t tell you that customer onboarding software will solve every single one of your customer implementation problems. However, it can do a lot to help you eliminate or at least reduce these types of challenges by simply giving your team the tools it needs to deliver better outcomes to new clients.
How Customer Onboarding Software Works
We’ve talked a lot about the benefits of customer onboarding software, but we haven’t yet done a deep dive into how it works. Here’s a closer look at some of the different features you can look forward to using after setting up customer onboarding software:
- Onboarding workflows and playbooks your team can follow to provide ideal experiences to different types of customers
- Two user interfaces: one simple customer portal for clients to upload data and complete tasks and another internal interface for project management
- Monitoring and analytical tools to help you find bottlenecks and look for new pathways to efficiency
- Automated reminders so you don’t have to waste social capital pinging customers to complete tasks
You’ll be able to leverage these features and plenty of others to build your own ideal onboarding experience. These platforms are highly customizable, so you’ll have plenty of freedom to adapt as your customers’ needs evolve, whether you're looking for SaaS customer onboarding help or another form of assistance.
Unlock The Power of Customer Onboarding Software With OnRamp
If you’re interested in customer onboarding software that can deliver all of the outcomes covered throughout this article, look no further than OnRamp. Our highly scalable onboarding platform helps some of the top companies in the world deliver better experiences to new B2B clients.
Want to learn more? Sign up for a free demo today to find out how we can help you take your SaaS client onboarding process up a notch.
