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Here's how to build an onboarding program that sets clients up for success.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By Court Bishop, Contributing Writer</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last updated October 13, 2022</p><div class="Tagstyle__TagContainer-sc-1uuac66-3 ceUOVi"></div><div class="SocialBlockstyle__SocialBlockRoot-sc-1ebt7cj-7 fDqkXl"><ul class="SocialBlockstyle__ListWrapper-sc-1ebt7cj-8 hAhnRj"><li class="SocialBlockstyle__ListItem-sc-1ebt7cj-9 bvObyx"><a target="_blank" href="https://twitter.com/intent/tweet?url=https://zdsk.co/3T0dICr&text=Customer%20onboarding%20guide%20for%202022%20(%2B6%20best%20practices%20and%20examples)" class="SocialBlockstyle__Link-sc-1ebt7cj-10 kuXMXJ"><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" viewBox="0 0 16 16" fill="currentColor" theme="[object Object]" class="SocialBlockstyle__TwitterIcon-sc-1ebt7cj-1 ennTzG"><path class="twitter-x_svg__st0" d="M9.3 6.9 14.4 1h-1.2L8.8 6.1 5.2 1H1.1l5.3 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class="SocialBlockstyle__RssIcon-sc-1ebt7cj-6 hUVtNW"><path d="M8.462 15a7.95 7.95 0 0 0-.142-1.528c-.083-.473-.213-.933-.391-1.377s-.403-.862-.675-1.252a7.246 7.246 0 0 0-.959-1.137c-.734-.711-1.534-1.249-2.399-1.617s-1.806-.551-2.825-.551v-2.15c.651 0 1.279.053 1.883.16a8.88 8.88 0 0 1 3.394 1.403 8.93 8.93 0 0 1 1.475 1.226 8.93 8.93 0 0 1 1.226 1.475c.355.521.649 1.066.879 1.635s.406 1.161.524 1.777c.106.616.16 1.261.16 1.937h-2.15zm-3.447-1.332a2.098 2.098 0 0 1-.48.693c-.202.202-.426.358-.675.471s-.515.169-.799.169c-.261 0-.515-.056-.764-.169s-.468-.269-.657-.471c-.201-.225-.358-.456-.471-.693S1 13.171 1 12.886c0-.284.056-.551.169-.8s.269-.474.471-.675a1.876 1.876 0 0 1 1.422-.622c.284 0 .551.053.799.16s.474.261.675.462c.201.225.355.456.462.693s.16.497.16.782c0 .284-.047.545-.142.782zM15 14.929h-2.274c0-.805-.071-1.581-.213-2.328s-.355-1.466-.64-2.159a10.793 10.793 0 0 0-1.066-1.981c-.426-.64-.924-1.25-1.492-1.83s-1.173-1.09-1.812-1.528c-.628-.426-1.288-.784-1.981-1.075s-1.419-.506-2.176-.648a12.524 12.524 0 0 0-2.345-.213V.999c.971 0 1.907.089 2.807.266.888.178 1.744.441 2.567.791s1.614.785 2.372 1.306a13.808 13.808 0 0 1 2.15 1.795 15.008 15.008 0 0 1 1.794 2.15c.509.758.936 1.546 1.279 2.363s.598 1.67.764 2.559c.178.888.266 1.812.266 2.771v-.071z"></path></svg></a></li></ul></div></div></div><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:inline-block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:relative;max-width:100%"><span style="box-sizing:border-box;display:block;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;max-width:100%"><img style="display:block;max-width:100%;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0" alt="" aria-hidden="true" src="data:image/svg+xml,%3csvg%20xmlns=%27http://www.w3.org/2000/svg%27%20version=%271.1%27%20width=%271104%27%20height=%27552%27/%3e"/></span><img alt="Customer onboarding" fetchpriority="high" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding.jpg" decoding="async" data-nimg="intrinsic" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/></span></span></div></div></div></div></section><section class="Basestyle__BaseRoot-sc-3zktjg-1 qMACC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 sc-2a79ddc4-1 bEEqbX jOJqak" data-garden-id="grid.row" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 dATmVw Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><section class="container"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Most companies strive to position their product or service as the solution to customers’ problems. But the work doesn’t end once a consumer decides to do business with you—the post-purchase period is a critical transition time for buyers. They often need information and guidance on how to get the most value out of your products or services, so you must be ready to provide customer onboarding materials.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A proper onboarding process ensures customers know how to use your product or service effectively, helping with engagement and retention. According to Wyzowl, <a target="_blank" rel="noopener noreferrer" href="https://www.wyzowl.com/onboarding-user-retention/#:~:text=2.-,86%25%20of%20people%20say%20they%E2%80%99d%20be%20more%20likely%20to%20stay%20loyal%20to%20a%20business%20that%20invests%20in%20onboarding%20content%20that%20welcomes%20and%20educates%20them%20after%20they%E2%80%99ve%20bought.,-Our%20onboarding%20research" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">86 percent of consumers<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> are more likely to stay loyal to a company that invests in onboarding content that welcomes and educates them after they’ve made a purchase.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer onboarding is something you need to get right—every time. In this guide, we’ll explain how to build your onboarding strategy so you can consistently make strong first impressions on new buyers. We’ll also share customer onboarding best practices and examples from businesses that are doing it right.</p><div class="accent-box accent-tofu"><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><a href="#1" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">What is customer onboarding?</a></li><li><a href="#2" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Why is customer onboarding important?</a></li><li><a href="#3" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">6 best practices for onboarding new customers</a></li><li><a href="#4" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">6 great customer onboarding examples</a></li><li><a href="#5" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">How to measure the success of customer onboarding</a></li></ul></div><h2 id="1" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">What is customer onboarding?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer onboarding is the process of teaching new customers the value of your product or service. It happens between two key customer milestones: 1) when customers sign up for your product, and 2) when they experience their first success using your product.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Success looks different for each customer. It may be financial, such as increased profits or decreased overhead. Or, it could be their realization that your product or service has saved them time, energy, and resources.</p><blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The goal of customer onboarding is to deliver value to your users as early as possible so they continue coming back to your product and quickly adopt it as part of their daily work routine.</p></blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer onboarding process is focused on nurturing new customers—making sure they’re set up correctly, acquainted with your product, and comfortable using your product. The goal of customer onboarding is to deliver value to your users as early as possible so they continue coming back to your product and quickly adopt it as part of their daily work routine.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best customer onboarding strategies put buyers’ goals at the center of the process and provide clear, detailed instructions on how to best use the product or service to achieve those goals.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">What is the customer onboarding process?</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer onboarding process refers to the steps you take to gradually and successfully show clients everything your product, service, and/or business have to offer.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Onboarding a new customer can take different forms, depending on the product or service you’re selling. Here are examples of ways to onboard new clients:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A series of emails</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A call with a customer success manager</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">On-site or virtual training</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">An intro flow within an app</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Knowledge base articles, videos, and other content that demonstrate how to get started</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">VIP customer service access for the first month </p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Access to a community forum where new buyers can get help from other customers</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer onboarding process begins as soon as a sale is made. Your team is responsible for providing education and support regarding the product or service that was sold.</p><h2 id="2" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Why is customer onboarding important?</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Simply put, onboarding sets customers up for success.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">First impressions stick—effective onboarding strategies familiarize your customers with your brand and set expectations for the value they can expect from your company. Customer onboarding is important for educating your clients so they can successfully use your product.</p><blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">55% of people have returned a purchase because they didn’t fully know how to use it.</p></blockquote><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">According to Wyzowl, 55 percent of people have returned a purchase because they didn’t fully know how to use it. By building an action-oriented, customer-centric onboarding process, you’re increasing the chances that your buyers will engage with your product. A robust process also enables customers to celebrate small victories, which will strengthen their trust in your business.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer onboarding can improve <a target="_blank" rel="noopener noreferrer" href="/au/blog/what-is-customer-acquisition/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer acquisition<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, too—63 percent of consumers say the amount of support they’ll likely receive post-sale plays a big part in their decision to make a purchase. During onboarding, your team is demonstrating the value your product can provide to customers. By showing this early and often, you’ll increase your conversion rate.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Benefits of effective customer onboarding</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer onboarding is part of your company’s overall <a target="_blank" rel="noopener noreferrer" href="/au/blog/why-companies-should-invest-in-the-customer-experience/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer experience<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. And much like other aspects of the <a target="_blank" rel="noopener noreferrer" href="/au/blog/fantastic-voyage-customer-journey-mapping-well-worth-effort/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer journey<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, customer onboarding should be planned and optimized.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Onboarding allows your team to personalize each buyer’s experience based on their unique needs, goals, and expectations. When you’re guiding your clients each step of the way, you can ensure they’re not jumping ahead or missing any pertinent information. By offering thorough instruction and helping new users accomplish a single task at a time, you build their confidence in your product or service.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The onboarding process also provides customer data that could bring in future revenue. Collect information from your customers pre- and post-sale, and use your findings to adjust your engagement and sales strategies.</p><h2 id="3" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">6 best practices for onboarding new customers</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">To create a positive customer onboarding experience, keep the process as organized as possible. With a streamlined strategy in place, you’ll be set to make your customers feel valued from the start.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Form an impactful customer onboarding program by following these steps. </p><div class="StyledAccordion-sc-niv9ic-0 dgZvap Accordionstyle__AccordionRoot-sc-ga9m60-0 ezJqxF" data-garden-id="accordions.accordion" data-garden-version="8.76.2"><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:0" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:0" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Decide who will own the onboarding process</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:0" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:0" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">There are many components to a complete onboarding process. Responsibilities might include:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Designing and writing content</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Organizing and running training sessions</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Managing client relationships</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">In smaller organizations or companies with simple products, a single person may be able to handle all the onboarding tasks. But in big organizations or companies where products require training, large teams devoted to customer success are the norm.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">At Zendesk, our customer success team handles customer onboarding. Success professionals are part support, part account management, and part sales.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Success members accompany the customer on their journey and stick around for the entire lifecycle,” explains Delores Cooper, associate manager of scaled customer success at Zendesk. “We’re here to provide recommendations for how Zendesk products can best align with our customers’ short-term needs and long-term goals.”</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:1" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:1" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Identify your program’s goals</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:1" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:1" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Once you’ve identified who’s responsible for onboarding, work with those team members to determine your goals for the program. Setting objectives will help you clarify where you should direct your efforts.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Program goals should be <a target="_blank" rel="noopener noreferrer" href="https://www.atlassian.com/blog/productivity/how-to-write-smart-goals" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">SMART<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>: specific, measurable, achievable, relevant, and time-bound. They must alleviate the pain points of your ideal customers and enable them to achieve “<a target="_blank" rel="noopener noreferrer" href="https://www.appcues.com/blog/aha-moment-guide" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">aha moments<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.”</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><strong>Here are a few examples of onboarding goals:</strong></p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A customer reports that your software freed up an hour each day after only one week of using it.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer upgrades to a paid service at the end of a two-week free trial.</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The customer sees a 40-percent increase in website traffic within two months of using the product.</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By creating onboarding goals, your team has a clear direction in building the process.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:2" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:2" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. Determine how customer onboarding will take place</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:2" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:2" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">There are three main <a target="_blank" rel="noopener noreferrer" href="https://www.skilljar.com/customer-onboarding/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">onboarding models<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. Choose one based on your company’s ideal customers and the complexity of your product or service.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Self-service model</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The self-service model allows customers to onboard themselves at their leisure and takes the least amount of time to complete.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This model is best for simple business-to-consumer (B2C) products with many users and a high user experience rating. Self-service is a popular choice for products like mobile apps and handheld electronics.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">LinkedIn’s mobile app has a very straightforward onboarding workflow. Users can seamlessly set up their new profiles in just a few clicks.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding1.png" width="100%"/> </p><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://uxcam.com/blog/10-apps-with-great-user-onboarding/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">High-touch model</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The high-touch model is the white-glove service of customer onboarding. It often includes personalized onboarding strategies and dedicated customer success representatives.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While this model is the most tailored to individual clients’ needs, it also requires the most resources.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Some SaaS companies (like <a target="_blank" rel="noopener noreferrer" href="https://www.voxox.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">VOXOX<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and <a target="_blank" rel="noopener noreferrer" href="https://www.fullstory.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">FullStory<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>) use the high-touch model for particularly complex software or services.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Low-touch model</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The low-touch model falls somewhere between self-service and high-touch. It usually involves chat support and automated email campaigns, but not dedicated reps.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This can be a good option for a somewhat-complex product that requires explanation but not in-person training, like Google Ads or web hosting.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Many SaaS companies—such as <a target="_blank" rel="noopener noreferrer" href="https://buffer.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Buffer<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, <a target="_blank" rel="noopener noreferrer" href="https://basecamp.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Basecamp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, and <a target="_blank" rel="noopener noreferrer" href="https://www.docusign.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">DocuSign<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>—are successful with low-touch customer onboarding.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">If you’re not sure about which model is best for your business, consider sending a <a target="_blank" rel="noopener noreferrer" href="https://formspree.io/blog/client-intake-form/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">client intake form<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> to your customers. As you learn more about your users, you’ll develop a stronger sense of what type of onboarding they need.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:3" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:3" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Create a review system to continually improve onboarding</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:3" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:3" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Keep an open line of communication with your customers and your internal team. Regularly review your onboarding program to ensure it’s meeting clients’ needs and expectations, and make changes as necessary.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“Implementing a cycle of communicating processes, receiving consistent feedback on them, documenting both successes and failures, and establishing a review cadence of your [standard operating procedures] will set you up for success,” explains Cooper.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:4" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:4" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Be prepared for change</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:4" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:4" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Don’t expect your onboarding process to stay the same over the long term. Let your changing customers and business inform how you adjust it.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">“When working with ever-evolving human beings, expect that your processes will also evolve,” says Cooper.</p></div></section></div><div class="StyledSection-sc-v2t9bd-0 bFpvu Accordionstyle__AccordionSection-sc-ga9m60-1 gnqlnn" data-garden-id="accordions.section" data-garden-version="8.76.2"><div role="heading" aria-level="5" data-garden-container-id="containers.accordion" data-garden-container-version="3.0.12" class="StyledHeader-sc-2c6rbr-0 fACeEF Accordionstyle__AccordionHeader-sc-ga9m60-2 drWfwO" data-garden-id="accordions.header" data-garden-version="8.76.2"><button id=":R1fjaa76:--trigger:5" role="button" tabindex="0" aria-controls=":R1fjaa76:--panel:5" aria-expanded="false" type="button" class="StyledButton-sc-xj3hy7-0 dEksFO Accordionstyle__AccordionLabel-sc-ga9m60-3 bwTZUN" data-garden-id="accordions.button" data-garden-version="8.76.2"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Put technology to work for you</h3></button><svg xmlns="http://www.w3.org/2000/svg" width="16" height="16" focusable="false" viewBox="0 0 16 16" aria-hidden="true" theme="[object Object]" data-garden-id="accordions.rotate_icon" data-garden-version="8.76.2" class="StyledRotateIcon-sc-hp435q-0 bMaXIE"><path fill="currentColor" d="M12.688 5.61a.5.5 0 01.69.718l-.066.062-5 4a.5.5 0 01-.542.054l-.082-.054-5-4a.5.5 0 01.55-.83l.074.05L8 9.359l4.688-3.75z"></path></svg></div><section inert="" id=":R1fjaa76:--panel:5" aria-hidden="true" aria-labelledby=":R1fjaa76:--trigger:5" class="StyledPanel-sc-1piryze-0 iUxhVd Accordionstyle__AccordionPanel-sc-ga9m60-4 gnVGEK" data-garden-id="accordions.panel" data-garden-version="8.76.2"><div data-garden-id="accordions.step_inner_panel" data-garden-version="8.76.2" class="StyledInnerPanel-sc-8nbueg-0 gxjxDP"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">As your new clients onboard and start using your products, expect that they’ll need support beyond the help of your customer success team.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Make sure you offer new customers multiple channels of support, like <a target="_blank" rel="noopener noreferrer" href="/au/service/messaging/chatbot/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">AI chatbots<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and <a target="_blank" rel="noopener noreferrer" href="https://support.zendesk.com/hc/en-us/articles/4408828624538" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer support suites<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p></div></section></div></div><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm sc-4c913245-0 gNPEJq"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Zendesk Customer Experience Trends Report 2022</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last year, we learned that customer needs can change in a blink. This free report will help you learn how to keep up.</p></div><div class="Promostyle__LinkWrapper-sc-1lscwvc-3 biyiQd"><div class="LinkGroupstyle__LinkGroupRoot-sc-1rsp4bh-0 ialojv"><a href="/au/customer-experience-trends/" data-interaction-type="button-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 ejROSM eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 ccaaIc" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Get the report</a></div></div></div></div><h2 id="4" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">6 great customer onboarding examples</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Ready to start forming your customer onboarding process? Here are six crucial steps to include, plus a few examples from companies that are doing it right. </p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">1. Sign-up process</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The sign-up stage is the first part of the onboarding experience.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Keep your sign-up process short and sweet.</strong> You want to set your customers up for success from the start by making it easy for them to begin using your product or service. A name, email address, and password should be enough at this point.</li><li><strong>Lump your information requests.</strong> Spread out requests for user information over a set period of time. Although every company is different, if you notice a higher-than-average drop-off rate during the sign-up process, you may be asking for too much upfront. Keep forms to less than a page at the beginning. If you ask for additional information down the line, include a progress bar for users.</li><li><strong>Allow customers to sign up via a service they already use.</strong> Platforms like Google, Facebook, and Slack are often integrated so customers can sign-up with a single click.</li></ul></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">Introducing the Zendesk Sales Suite</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Zendesk Sell is a sales CRM platform designed to enhance productivity, processes, and pipeline visibility for sales teams. Sell removes the friction from deal management, so your team can always access, analyze, and collaborate on relevant deal data.</p><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: Trello offers a convenient sign-up process</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://trello.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Trello<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> makes it simple for customers to create an account. To get started, users only have to complete a one-form field, which works well for modern consumers with busy schedules.</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding2.png" width="60%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Trello’s sign-up page also gives customers the opportunity to create an account using a tool that already has all their information (i.e., Google). This one-click sign-up deters drop-off from those who don’t want to fill out pages of information.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">2. Welcome email</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Send a welcome email immediately after a customer signs up for your product or service. This email should contain a high-level overview of the product or service and the next steps for using it.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Show gratitude (it goes a long way).</strong> Say thank you. These users made time to sign up for your product, so let them know you value their business.</li><li><strong>Send helpful resources.</strong> Include links to onboarding materials like product tours, demo videos, knowledge base articles, and/or FAQs. Just be mindful of how much content you’re sending; you don’t want to overwhelm the customer this early in the process.</li><li><strong>Encourage customers to use your product.</strong> Supplemental resources are helpful, but the main goal of this email is to get your new user to click through and log in to use the product. Only then can they begin to experience its benefits. Including a call to action (CTA) in the email can give them the push they need to get started.</li></ul><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: DocSend delivers expertise in a single email</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.docsend.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">DocSend<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>’s welcome email includes a list of action items to help a customer become an expert in using the software.</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding3.png" width="70%"/><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding4.png" width="70%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This email kicks off the onboarding process by taking readers through a series of steps that will help them learn about the product and its capabilities.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">3. First log-in</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">While a user may have already watched a demo or taken a tour, their initial log-in is their first <em>real</em> impression of your product or service.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Tell your customers exactly what to do.</strong> Don’t make them guess—provide them with helpful information or tools (like a setup wizard) as soon as they log in.</li><li><strong>Provide an easy win.</strong> It’ll take time for users to experience the full value of your product, so give them a quick win to boost their confidence. This could be something as simple as “leveling up” in the onboarding process or receiving a badge for completing a specific action.</li><li><strong>Offer a “getting started” checklist.</strong> Create an outline or checklist of what new users need to do and what they can expect during the onboarding process. It’s always a good idea to manage expectations.</li></ul><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: A friendly face at Threads eases you in</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When users first log in to <a target="_blank" rel="noopener noreferrer" href="https://threads.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Threads<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>, they’re greeted by a stylized version of the company’s CEO, Rousseau Kazi. It’s enough to grab their attention but not so much that it overwhelms them.</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding5.png" width="80%"/><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding6.png" width="80%"/><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding7.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Threads doesn’t throw too much at the user. The company offers a tour prompt, but customers can come back to it later when it’s convenient. They can also easily find the information they need once they’re ready to learn more about the product. There are buttons leading to pages that show people how to start using the product.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">4. Integrations</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For B2B brands, the customer onboarding process likely involves other team members and tools and may not be as straightforward as teaching a single consumer to use your product. Your addition to their tech stack likely doesn’t exist as standalone software but as a product that must be integrated with others. This often involves importing data from different sources and inviting other team members to join the workspace.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Automate where you can.</strong> Setting up a new product and integrating it into your client’s existing tech stack can be challenging. Automate as much of this process as possible to remove bottlenecks that may cause issues for your buyer.</li><li><strong>Provide options.</strong> Your customer may not necessarily need to set up platform integrations, import data, or invite other users to join their team. So, make sure this stage is an optional part of your onboarding process.</li><li><strong>Deliver top-notch support.</strong> Even the savviest users still run into issues during integrations. If your company doesn’t have a dedicated team for customer onboarding, ensure you have ample support staff available for clients who may need help during this phase.</li></ul><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: With MailChimp, integrations are a click away</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://mailchimp.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">MailChimp<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> places software integrations at your fingertips—no coding or extensive processes needed.</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding8.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding9.png" width="100%"/> </p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Users can filter apps by category and search for a specific product or product feature. Platform options are organized simply, so integration is intuitive—even for a somewhat novice user.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">5. Product walkthrough or tutorial</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">A walkthrough or tutorial involves taking customers through each step they need to take to get set up with your product. The goal is to ensure users are confident enough to complete key tasks within the product. Customers—and most people—often learn best by <em>doing</em>, so during this stage of the onboarding process, support teams typically hand the reins over to the user.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Allow customers to skip parts of the process.</strong> Some users may already be familiar with your product or service from using it in former jobs. Give them the option to skip some or all of the tutorial so there aren’t any barriers to them diving in and using the product.</li><li><strong>Make it possible to pause.</strong> Busy professionals usually don’t have large chunks of time they can set aside to learn something new in its entirety. Some don’t want to sit through a full onboarding tutorial. It’s important you provide your customers with the option to pause and come back to your product walkthrough as needed.</li><li><strong>Provide additional support for those who need it.</strong> For some users, the product walkthrough or tutorial will not be enough for them to feel completely comfortable using your product. Ensure it’s easy for all customers to reach support agents who can offer supplemental assistance. Or, offer a <a target="_blank" rel="noopener noreferrer" href="/au/blog/live-chat-best-practices/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">live chat<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> support feature.</li></ul><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: Evernote guides the way in less than a minute</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://evernote.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Evernote<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> immediately tells users that it will take them less than a minute to learn how to use the product. In a world where time is our most valuable commodity, it’s beneficial to know this fact upfront.</p></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding10.png" width="90%"/> </div><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding11.png" width="90%"/></div></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding12.png" width="100%"/> </p><div style="text-align:center"><caption><em><a target="_blank" rel="noopener noreferrer" href="https://evernote.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Image source<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a></em></caption></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">By gathering information on how a customer intends to use the product, Evernote can tailor its tutorial to their unique needs. The company’s walkthrough features a mixture of step-by-step instructions and GIFs that cover all the tool’s formatting options. The simple, effective design makes it easy for users to follow along and quickly learn what the product is capable of.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">6. Follow-up emails</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Sending periodic emails with tips and best practices will help keep customer engagement alive.</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><strong>Be helpful, not salesy.</strong> Instead of pushing an upgrade or another product, focus on the relationship you’ve created with your customer through <em>this</em> product. Share resources—like help center article links and videos on specific features—that’ll help users get the most out of your company’s products or services.</li><li><strong>Keep it (relatively) brief.</strong> Constant Contact analyzed more than 2.1 million emails and found that those with the highest click-through rates contained <a target="_blank" rel="noopener noreferrer" href="https://www.constantcontact.com/blog/email-images/#:~:text=We%20found%20that%20%E2%80%94%20with%20some%20industry%2Dspecific%20exceptions%20%E2%80%94%20emails%20with%20three%20or%20fewer%20images%20and%20approximately%2020%20lines%20of%20text%20result%20in%20the%20highest%20click%2Dthrough%20rates%20from%20email%20subscribers." data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">approximately 20 lines of text<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>. This translates to around 200 words. Keep your communication focused on one topic or usage scenario so you don’t overwhelm readers.</li><li><strong>Share social proof.</strong> By peppering customer testimonials and reviews into your follow-up emails, you’re reminding your users of the value of your product.</li></ul><div class="accent-box accent-tofu"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Example: Duolingo provides motivation with a side of data</h3></div><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne"><a target="_blank" rel="noopener noreferrer" href="https://www.duolingo.com/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">Duolingo<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> sends weekly emails that show customers how much they’ve practiced and prompt them to keep going (or start up again) without being pushy.</p></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding13.png" width="100%"/> </div><div style="margin:unset" class="StyledCol-sc-inuw62-0 fAWGeY Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding14.png" width="90%"/></div></div></div></div><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledRow-sc-xjsdg1-0 fsMCSE Gridstyle__Row-sc-1uhmtis-1 bEEqbX" data-garden-id="grid.row" data-garden-version="8.76.2"><div style="margin:unset" class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">These follow-up emails allow users to celebrate wins and view their progress compared to previous weeks. A personalized analytics report helps to further motivate users, too.</p><h2 id="5" class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">How to measure the success of customer onboarding</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The best way to measure onboarding success is to gather multiple metrics—this will give you a holistic picture of your customers’ feelings and behaviors. We recommend beginning with the following:</p><ol class="Liststyle__OrderedListRoot-sc-1ptcc0u-0 cGHfGt list-num-circle"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Time to first value</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Rate of upgrades and/or converting</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Customer engagement</p></li></ol><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Decide which customer onboarding metrics you’ll use to assess the success of your program. By monitoring this data, you’ll be able to catch red flags and make improvements as needed.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Time to first value (TTFV)</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This is the time from initial onboarding to first customer success—which looks different for each customer. A success could be increasing profits, decreasing churn rate, or anything that significantly benefits a company. Strive to make this period as short as possible. If customers quickly realize your product’s value, you’ll likely retain a large portion of your audience.</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding15.png" width="90%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Say Company X buys new <a target="_blank" rel="noopener noreferrer" href="/au/sell/features/crm-software/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">CRM software<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> and begins onboarding on April 1. By July 1, Company X has completed their customer onboarding process, they’ve integrated the CRM into their tech stack, and they’re actively using it for their own customers. Company X’s TTFV is 91 days.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Rate of upgrades and/or converting</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">When a client invests more in your product (upgrades) or becomes a full customer after a free trial (converting), it’s a sign of increased customer retention and successful onboarding. You can calculate this metric in a couple of different ways, depending on which action you want to focus on.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Upgrades are a type of expansion monthly recurring revenue (MRR). This is revenue generated by existing customers. You can calculate expansion MRR using the following formula:</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding16.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Say Company X’s expansion MRR is $2,500 at the beginning of the month and $4,000 at the end of the month. Company X’s expansion MRR rate is 60 percent.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Converting is when a user becomes a paid customer after their free trial. You calculate this metric using the trial conversion rate formula:</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding17.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Imagine Company X’s product has 1,500 free trial users. Of those, 300 of them convert into paying customers. Company X’s trial conversion rate is 20 percent.</p><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Customer engagement</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">This metric gauges whether customers are taking actions that are tied to your product’s core value.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">The first step to calculating customer engagement is to define what it means for your product. For a social media platform, engagement could mean a user has:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Written a bio for their profile</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Added a website URL to their profile</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Uploaded a photo or avatar</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Posted an update</p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">You want to identify the most important events and actions across a customer’s lifecycle with your product and assign each one a weighted score. Next, you’ll want to track these events with a <a target="_blank" rel="noopener noreferrer" href="/au/blog/understanding-customer-engagement-platforms/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">customer engagement platform<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a>.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">For simplicity’s sake, let’s say Company X has three key events they use to measure engagement (or lack thereof). These events range in value of importance. The engagement platform tracked the number of times each customer participated in each of the events. To get the total event value, Company X must multiply the weighted score by the frequency at which the events occurred within a given time period (e.g., a week). Company X’s information could look something like this:</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding18.png" width="`100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Once you have all the above information, use the following formula to manually calculate—or set up your engagement platform to calculate—your customer engagement score:</p><img alt="Customer onboarding" loading="lazy" src="https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding19.png" width="100%"/><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Lastly, you should segment your customer base and trial user base. Company X’s categorization based on scores could look like this:</p><ul class="Liststyle__UnorderedListRoot-sc-1ptcc0u-1 dnJUmF bordered"><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Negative score = risk of customer churn</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">0–33 = disengaged customer</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">34–66 = somewhat engaged customer</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">67–99 = engaged customer</p></li><li><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">100+ = power user </p></li></ul><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Segmenting your user base by score can help you to determine what type of support or messaging may be helpful to engage (or re-engage) them.</p><h2 class="Headingstyle__HeadingRoot-sc-150xww-0 VdMLR">A good customer onboarding strategy is the foundation of strong customer relationships</h2><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Onboarding is your customers’ first hands-on experience with your products or services, so it needs to be a positive one. Develop a robust onboarding strategy to make the process as enjoyable and effective as possible.</p><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Along with creating a customer onboarding strategy, it’s crucial to hire reliable customer success managers to implement it. Take a look at our <a target="_blank" rel="noopener noreferrer" href="/au/blog/customer-success-interview-questions/" data-interaction-type="link-inline-primary" class="StyledButton-sc-qe3ace-0 StyledAnchor-sc-xshgmo-0 hFhGrE eLyIGa Linkstyle__LinkRoot-sc-1cm3ukq-2 dujRMD" data-garden-id="buttons.anchor" data-garden-version="8.76.2">30 customer success interview questions you should ask<svg xmlns="http://www.w3.org/2000/svg" width="12" height="12" focusable="false" viewBox="0 0 12 12" role="img" aria-label="(opens in a new tab)" theme="[object Object]" data-garden-id="buttons.external_icon" data-garden-version="8.76.2" class="StyledExternalIcon-sc-16oz07e-0 heVnvL"><path fill="none" stroke="currentColor" stroke-linecap="round" d="M10.5 8.5V10c0 .3-.2.5-.5.5H2c-.3 0-.5-.2-.5-.5V2c0-.3.2-.5.5-.5h1.5M6 6l4-4m-3.5-.5H10c.3 0 .5.2.5.5v3.5"></path></svg></a> to start building your onboarding dream team.</p></div></div></div></section></div></div></div></div></div></div></section></article><section class="Basestyle__BaseRoot-sc-3zktjg-1 hPNIKC"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div class="StyledGrid-sc-oxgg5i-0 izllXr Gridstyle__GridRoot-sc-1uhmtis-0 drMyZp" data-garden-id="grid.grid" data-garden-version="8.76.2"><div class="StyledCol-sc-inuw62-0 gOpaft Gridstyle__Col-sc-1uhmtis-2 hmvmFG" data-garden-id="grid.col" data-garden-version="8.76.2"><div class="Containerstyle__ContainerRoot-sc-1d6dta4-0 cjZCoN"><div role="complementary" aria-label="body-promo" data-cookie-name="false" data-location="body" class="Promostyle__PromoRoot-sc-1lscwvc-0 LwfBm"><div class="Promostyle__MediaWrapper-sc-1lscwvc-1 kpdRmr"><div shape="square" class="Relationframestyle__RelationframeRoot-sc-myqvby-0 jvviVs"><span data-nmw-id="global.Image" class="sc-4d715a79-0 gAXghe"><span style="box-sizing:border-box;display:block;overflow:hidden;width:initial;height:initial;background:none;opacity:1;border:0;margin:0;padding:0;position:absolute;top:0;left:0;bottom:0;right:0"><img alt="" src="data:image/gif;base64,R0lGODlhAQABAIAAAAAAAP///yH5BAEAAAAALAAAAAABAAEAAAIBRAA7" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover"/><noscript><img alt="" loading="lazy" decoding="async" data-nimg="fill" style="position:absolute;top:0;left:0;bottom:0;right:0;box-sizing:border-box;padding:0;border:none;margin:auto;display:block;width:0;height:0;min-width:100%;max-width:100%;min-height:100%;max-height:100%;object-fit:cover" src="https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg"/></noscript></span></span></div></div><div class="Promostyle__TextWrapper-sc-1lscwvc-2 gMFoUj"><h3 class="Headingstyle__HeadingRoot-sc-150xww-0 haxOMV">Zendesk Customer Experience Trends Report 2022</h3><p class="Textstyle__TextRoot-sc-c9um69-0 dubpne">Last year, we learned that customer needs can change in a blink. 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type="application/json">{"props":{"pageProps":{"_sentryTraceData":"1315543bc6ec4547b6e4c69840bc590c-8100e3c0bcda53e5-0","_sentryBaggage":"sentry-environment=production,sentry-release=Ira_g3owBcF4NaIvX0kgX,sentry-public_key=da50b2d2de4b407e94dc71c34d3bf27e,sentry-trace_id=1315543bc6ec4547b6e4c69840bc590c,sentry-sample_rate=0.1,sentry-transaction=%2Fblog%2F%5Bslug%5D,sentry-sampled=false","meta":{"alternates":{"sg":"https://www.zendesk.com/sg/blog/customer-onboarding/","in":"https://www.zendesk.com/in/blog/customer-onboarding/","au":"https://www.zendesk.com/au/blog/customer-onboarding/","kr":"https://www.zendesk.kr/blog/customer-onboarding/","us":"https://www.zendesk.com/blog/customer-onboarding/","gb":"https://www.zendesk.co.uk/blog/customer-onboarding/","br":"https://www.zendesk.com.br/blog/customer-onboarding/"},"related":[],"tags":[],"backupLocale":false,"relatedPosts":[]},"attributes":{"blog-post-hierarchy":"2","_trash_the_other_posts":"0","nav-title":"Customer onboarding","article-custom-excerpt":"Customer onboarding is the process of teaching new customers the value of your product or service. Here's how to build an onboarding program that sets clients up for success.","blog-post-gated-enable":"1","blog-post-gated-img":"https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg","blog-post-gated-headline":"Zendesk Customer Experience Trends Report 2022","blog-post-gated-subheadline":"Last year, we learned that customer needs can change in a blink. This free report will help you learn how to keep up.","_encloseme":"1","blog-post-load-wistia":"Select One","blog-post-promoted-category":"1","blog-post-use-html":"1","_yoast_wpseo_primary_filter_tag_blog":"7291","_edit_lock":"1665647411:3421","_edit_last":"3421","_pingme":"1","_wp_old_date":"2022-09-21","canonical":"https://www.zendesk.com/au/blog/customer-onboarding/","seoTitle":"Customer onboarding: Steps, examples, \u0026 best practices | Zendesk Australia","seoDescription":"Customer onboarding is the process of teaching new buyers the value of your product. Create a program that sets your clients up for success.","seoImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding.jpg","twitterImage":"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding.jpg","robots":"index,max-snippet:-1,max-image-preview:large,max-video-preview:-1,follow","hub":null,"spokes":[],"breadcrumbs":[],"path":"/blog/customer-onboarding/","title":"Customer onboarding guide for 2022 (+6 best practices and examples)","publishedAt":"2022-10-13 17:51:41","updatedAt":"2022-10-13 17:51:41","updatedAtFormatted":"October 13, 2022","content":"\u003csection class=\"container\"\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003cp\u003eMost companies strive to position their product or service as the solution to customers’ problems. But the work doesn’t end once a consumer decides to do business with you—the post-purchase period is a critical transition time for buyers. They often need information and guidance on how to get the most value out of your products or services, so you must be ready to provide customer onboarding materials.\u003c/p\u003e\n\u003cp\u003eA proper onboarding process ensures customers know how to use your product or service effectively, helping with engagement and retention. According to Wyzowl, \u003ca href=\"https://www.wyzowl.com/onboarding-user-retention/#:~:text=2.-,86%25%20of%20people%20say%20they%E2%80%99d%20be%20more%20likely%20to%20stay%20loyal%20to%20a%20business%20that%20invests%20in%20onboarding%20content%20that%20welcomes%20and%20educates%20them%20after%20they%E2%80%99ve%20bought.,-Our%20onboarding%20research\" rel=\"noopener\" target=\"_blank\"\u003e86 percent of consumers\u003c/a\u003e are more likely to stay loyal to a company that invests in onboarding content that welcomes and educates them after they’ve made a purchase.\u003c/p\u003e\n\u003cp\u003eCustomer onboarding is something you need to get right—every time. In this guide, we’ll explain how to build your onboarding strategy so you can consistently make strong first impressions on new buyers. We’ll also share customer onboarding best practices and examples from businesses that are doing it right.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003ca href=\"#1\"\u003eWhat is customer onboarding?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#2\"\u003eWhy is customer onboarding important?\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#3\"\u003e6 best practices for onboarding new customers\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#4\"\u003e6 great customer onboarding examples\u003c/a\u003e\u003c/li\u003e\n\u003cli\u003e\u003ca href=\"#5\"\u003eHow to measure the success of customer onboarding\u003c/a\u003e\u003c/li\u003e\n\u003c/ul\u003e\n\u003c/div\u003e\n\u003ch2 id=\"1\"\u003eWhat is customer onboarding?\u003c/h2\u003e\n\u003cp\u003eCustomer onboarding is the process of teaching new customers the value of your product or service. It happens between two key customer milestones: 1) when customers sign up for your product, and 2) when they experience their first success using your product.\u003c/p\u003e\n\u003cp\u003eSuccess looks different for each customer. It may be financial, such as increased profits or decreased overhead. Or, it could be their realization that your product or service has saved them time, energy, and resources.\u003c/p\u003e\n\u003cblockquote\u003e\u003cp\u003eThe goal of customer onboarding is to deliver value to your users as early as possible so they continue coming back to your product and quickly adopt it as part of their daily work routine.\u003c/p\u003e\u003c/blockquote\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003eThe customer onboarding process is focused on nurturing new customers—making sure they’re set up correctly, acquainted with your product, and comfortable using your product. The goal of customer onboarding is to deliver value to your users as early as possible so they continue coming back to your product and quickly adopt it as part of their daily work routine.\u003c/p\u003e\n\u003cp\u003eThe best customer onboarding strategies put buyers’ goals at the center of the process and provide clear, detailed instructions on how to best use the product or service to achieve those goals.\u003c/p\u003e\n\u003ch3\u003eWhat is the customer onboarding process?\u003c/h3\u003e\n\u003cp\u003eThe customer onboarding process refers to the steps you take to gradually and successfully show clients everything your product, service, and/or business have to offer.\u003c/p\u003e\n\u003cp\u003eOnboarding a new customer can take different forms, depending on the product or service you’re selling. Here are examples of ways to onboard new clients:\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003eA series of emails\u003c/li\u003e\n\u003cli\u003eA call with a customer success manager\u003c/li\u003e\n\u003cli\u003eOn-site or virtual training\u003c/li\u003e\n\u003cli\u003eAn intro flow within an app\u003c/li\u003e\n\u003cli\u003eKnowledge base articles, videos, and other content that demonstrate how to get started\u003c/li\u003e\n\u003cli\u003eVIP customer service access for the first month \u003c/li\u003e\n\u003cli\u003eAccess to a community forum where new buyers can get help from other customers\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eThe customer onboarding process begins as soon as a sale is made. Your team is responsible for providing education and support regarding the product or service that was sold.\u003c/p\u003e\n\u003ch2 id=\"2\"\u003eWhy is customer onboarding important?\u003c/h2\u003e\n\u003cp\u003eSimply put, onboarding sets customers up for success.\u003c/p\u003e\n\u003cp\u003eFirst impressions stick—effective onboarding strategies familiarize your customers with your brand and set expectations for the value they can expect from your company. Customer onboarding is important for educating your clients so they can successfully use your product.\u003c/p\u003e\n\u003cblockquote\u003e\u003cp\u003e55% of people have returned a purchase because they didn’t fully know how to use it.\u003c/p\u003e\u003c/blockquote\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003eAccording to Wyzowl, 55 percent of people have returned a purchase because they didn’t fully know how to use it. By building an action-oriented, customer-centric onboarding process, you’re increasing the chances that your buyers will engage with your product. A robust process also enables customers to celebrate small victories, which will strengthen their trust in your business.\u003c/p\u003e\n\u003cp\u003eCustomer onboarding can improve \u003ca href=\"/blog/what-is-customer-acquisition/\" rel=\"noopener\" target=\"_blank\"\u003ecustomer acquisition\u003c/a\u003e, too—63 percent of consumers say the amount of support they’ll likely receive post-sale plays a big part in their decision to make a purchase. During onboarding, your team is demonstrating the value your product can provide to customers. By showing this early and often, you’ll increase your conversion rate.\u003c/p\u003e\n\u003ch3\u003eBenefits of effective customer onboarding\u003c/h3\u003e\n\u003cp\u003eCustomer onboarding is part of your company’s overall \u003ca href=\"/blog/why-companies-should-invest-in-the-customer-experience/\" rel=\"noopener\" target=\"_blank\"\u003ecustomer experience\u003c/a\u003e. And much like other aspects of the \u003ca href=\"/blog/fantastic-voyage-customer-journey-mapping-well-worth-effort/\" rel=\"noopener\" target=\"_blank\"\u003ecustomer journey\u003c/a\u003e, customer onboarding should be planned and optimized.\u003c/p\u003e\n\u003cp\u003eOnboarding allows your team to personalize each buyer’s experience based on their unique needs, goals, and expectations. When you’re guiding your clients each step of the way, you can ensure they’re not jumping ahead or missing any pertinent information. By offering thorough instruction and helping new users accomplish a single task at a time, you build their confidence in your product or service.\u003c/p\u003e\n\u003cp\u003eThe onboarding process also provides customer data that could bring in future revenue. Collect information from your customers pre- and post-sale, and use your findings to adjust your engagement and sales strategies.\u003c/p\u003e\n\u003ch2 id=\"3\"\u003e6 best practices for onboarding new customers\u003c/h2\u003e\n\u003cp\u003eTo create a positive customer onboarding experience, keep the process as organized as possible. With a streamlined strategy in place, you’ll be set to make your customers feel valued from the start.\u003c/p\u003e\n\u003cp\u003eForm an impactful customer onboarding program by following these steps. \u003c/p\u003e\n\u003cdiv class=\"accordion js-accordion\"\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e1. Decide who will own the onboarding process\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThere are many components to a complete onboarding process. Responsibilities might include:\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003eDesigning and writing content\u003c/li\u003e\n\u003cli\u003eOrganizing and running training sessions\u003c/li\u003e\n\u003cli\u003eManaging client relationships\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eIn smaller organizations or companies with simple products, a single person may be able to handle all the onboarding tasks. But in big organizations or companies where products require training, large teams devoted to customer success are the norm.\u003c/p\u003e\n\u003cp\u003eAt Zendesk, our customer success team handles customer onboarding. Success professionals are part support, part account management, and part sales.\u003c/p\u003e\n\u003cp\u003e“Success members accompany the customer on their journey and stick around for the entire lifecycle,” explains Delores Cooper, associate manager of scaled customer success at Zendesk. “We’re here to provide recommendations for how Zendesk products can best align with our customers’ short-term needs and long-term goals.”\u003c/p\u003e\n\u003c/div\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e2. Identify your program’s goals\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eOnce you’ve identified who’s responsible for onboarding, work with those team members to determine your goals for the program. Setting objectives will help you clarify where you should direct your efforts.\u003c/p\u003e\n\u003cp\u003eProgram goals should be \u003ca href=\"https://www.atlassian.com/blog/productivity/how-to-write-smart-goals\" rel=\"noopener\" target=\"_blank\"\u003eSMART\u003c/a\u003e: specific, measurable, achievable, relevant, and time-bound. They must alleviate the pain points of your ideal customers and enable them to achieve “\u003ca href=\"https://www.appcues.com/blog/aha-moment-guide\" rel=\"noopener\" target=\"_blank\"\u003eaha moments\u003c/a\u003e.”\u003c/p\u003e\n\u003cp\u003e\u003cstrong\u003eHere are a few examples of onboarding goals:\u003c/strong\u003e\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003eA customer reports that your software freed up an hour each day after only one week of using it.\u003c/li\u003e\n\u003cli\u003eThe customer upgrades to a paid service at the end of a two-week free trial.\u003c/li\u003e\n\u003cli\u003eThe customer sees a 40-percent increase in website traffic within two months of using the product.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eBy creating onboarding goals, your team has a clear direction in building the process.\u003c/p\u003e\n\u003c/div\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e3. Determine how customer onboarding will take place\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eThere are three main \u003ca href=\"https://www.skilljar.com/customer-onboarding/\" rel=\"noopener\" target=\"_blank\"\u003eonboarding models\u003c/a\u003e. Choose one based on your company’s ideal customers and the complexity of your product or service.\u003c/p\u003e\n\u003ch3\u003eSelf-service model\u003c/h3\u003e\n\u003cp\u003eThe self-service model allows customers to onboard themselves at their leisure and takes the least amount of time to complete.\u003c/p\u003e\n\u003cp\u003eThis model is best for simple business-to-consumer (B2C) products with many users and a high user experience rating. Self-service is a popular choice for products like mobile apps and handheld electronics.\u003c/p\u003e\n\u003cp\u003eLinkedIn’s mobile app has a very straightforward onboarding workflow. Users can seamlessly set up their new profiles in just a few clicks.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding1.png\" width=\"100%\" height=\"100%\" /\u003e \u003ccenter\u003e\u003c/p\u003e\n\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://uxcam.com/blog/10-apps-with-great-user-onboarding/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\n\u003cp\u003e\u003c/center\u003e\u003c/p\u003e\n\u003ch3\u003eHigh-touch model\u003c/h3\u003e\n\u003cp\u003eThe high-touch model is the white-glove service of customer onboarding. It often includes personalized onboarding strategies and dedicated customer success representatives.\u003c/p\u003e\n\u003cp\u003eWhile this model is the most tailored to individual clients’ needs, it also requires the most resources.\u003c/p\u003e\n\u003cp\u003eSome SaaS companies (like \u003ca href=\"https://www.voxox.com/\" rel=\"noopener\" target=\"_blank\"\u003eVOXOX\u003c/a\u003e and \u003ca href=\"https://www.fullstory.com/\" rel=\"noopener\" target=\"_blank\"\u003eFullStory\u003c/a\u003e) use the high-touch model for particularly complex software or services.\u003c/p\u003e\n\u003ch3\u003eLow-touch model\u003c/h3\u003e\n\u003cp\u003eThe low-touch model falls somewhere between self-service and high-touch. It usually involves chat support and automated email campaigns, but not dedicated reps.\u003c/p\u003e\n\u003cp\u003eThis can be a good option for a somewhat-complex product that requires explanation but not in-person training, like Google Ads or web hosting.\u003c/p\u003e\n\u003cp\u003eMany SaaS companies—such as \u003ca href=\"https://buffer.com/\" rel=\"noopener\" target=\"_blank\"\u003eBuffer\u003c/a\u003e, \u003ca href=\"https://basecamp.com/\" rel=\"noopener\" target=\"_blank\"\u003eBasecamp\u003c/a\u003e, and \u003ca href=\"https://www.docusign.com/\" rel=\"noopener\" target=\"_blank\"\u003eDocuSign\u003c/a\u003e—are successful with low-touch customer onboarding.\u003c/p\u003e\n\u003cp\u003eIf you’re not sure about which model is best for your business, consider sending a \u003ca href=\"https://formspree.io/blog/client-intake-form/\" rel=\"noopener\" target=\"_blank\"\u003eclient intake form\u003c/a\u003e to your customers. As you learn more about your users, you’ll develop a stronger sense of what type of onboarding they need.\u003c/p\u003e\n\u003c/div\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e4. Create a review system to continually improve onboarding\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eKeep an open line of communication with your customers and your internal team. Regularly review your onboarding program to ensure it’s meeting clients’ needs and expectations, and make changes as necessary.\u003c/p\u003e\n\u003cp\u003e“Implementing a cycle of communicating processes, receiving consistent feedback on them, documenting both successes and failures, and establishing a review cadence of your [standard operating procedures] will set you up for success,” explains Cooper.\u003c/p\u003e\n\u003c/div\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e5. Be prepared for change\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eDon’t expect your onboarding process to stay the same over the long term. Let your changing customers and business inform how you adjust it.\u003c/p\u003e\n\u003cp\u003e“When working with ever-evolving human beings, expect that your processes will also evolve,” says Cooper.\u003c/p\u003e\u003c/div\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-item\"\u003e\n\u003cdiv class=\"accordion-closed\"\u003e\n\u003ch3\u003e6. Put technology to work for you\u003c/h3\u003e\n\u003c/p\u003e\u003c/div\u003e\n\u003cdiv class=\"accordion-open\"\u003e\n\u003cp\u003eAs your new clients onboard and start using your products, expect that they’ll need support beyond the help of your customer success team.\u003c/p\u003e\n\u003cp\u003eMake sure you offer new customers multiple channels of support, like \u003ca href=\"/service/messaging/chatbot/\" rel=\"noopener\" target=\"_blank\"\u003eAI chatbots\u003c/a\u003e and \u003ca href=\"https://support.zendesk.com/hc/en-us/articles/4408828624538\" rel=\"noopener\" target=\"_blank\"\u003ecustomer support suites\u003c/a\u003e.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003e\u003cdiv class=\"shortcode-gated-cta-in-post\"\u003e{\"heading\":\"Zendesk Customer Experience Trends Report 2022\",\"body\":\"Last year, we learned that customer needs can change in a blink. This free report will help you learn how to keep up.\",\"link\":{\"href\":\"/customer-experience-trends/\",\"size\":\"small\",\"children\":\"Get the report\"},\"image\":{\"src\":\"https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg\"}}\u003c/div\u003e\u003c/p\u003e\n\u003ch2 id=\"4\"\u003e6 great customer onboarding examples\u003c/h2\u003e\n\u003cp\u003eReady to start forming your customer onboarding process? Here are six crucial steps to include, plus a few examples from companies that are doing it right. \u003c/p\u003e\n\u003ch3\u003e1. Sign-up process\u003c/h3\u003e\n\u003cp\u003eThe sign-up stage is the first part of the onboarding experience.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eKeep your sign-up process short and sweet.\u003c/strong\u003e You want to set your customers up for success from the start by making it easy for them to begin using your product or service. A name, email address, and password should be enough at this point.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eLump your information requests.\u003c/strong\u003e Spread out requests for user information over a set period of time. Although every company is different, if you notice a higher-than-average drop-off rate during the sign-up process, you may be asking for too much upfront. Keep forms to less than a page at the beginning. If you ask for additional information down the line, include a progress bar for users.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eAllow customers to sign up via a service they already use.\u003c/strong\u003e Platforms like Google, Facebook, and Slack are often integrated so customers can sign-up with a single click.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003ch2\u003eIntroducing the Zendesk Sales Suite\u003c/h2\u003e\n\u003cp\u003eZendesk Sell is a sales CRM platform designed to enhance productivity, processes, and pipeline visibility for sales teams. Sell removes the friction from deal management, so your team can always access, analyze, and collaborate on relevant deal data.\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: Trello offers a convenient sign-up process\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003ca href=\"https://trello.com/\" rel=\"noopener\" target=\"_blank\"\u003eTrello\u003c/a\u003e makes it simple for customers to create an account. To get started, users only have to complete a one-form field, which works well for modern consumers with busy schedules.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding2.png\" width=\"60%\" height=\"60%\" /\u003e\u003c/p\u003e\n\u003cp\u003eTrello’s sign-up page also gives customers the opportunity to create an account using a tool that already has all their information (i.e., Google). This one-click sign-up deters drop-off from those who don’t want to fill out pages of information.\u003c/p\u003e\n\u003ch3\u003e2. Welcome email\u003c/h3\u003e\n\u003cp\u003eSend a welcome email immediately after a customer signs up for your product or service. This email should contain a high-level overview of the product or service and the next steps for using it.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eShow gratitude (it goes a long way).\u003c/strong\u003e Say thank you. These users made time to sign up for your product, so let them know you value their business.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eSend helpful resources.\u003c/strong\u003e Include links to onboarding materials like product tours, demo videos, knowledge base articles, and/or FAQs. Just be mindful of how much content you’re sending; you don’t want to overwhelm the customer this early in the process.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eEncourage customers to use your product.\u003c/strong\u003e Supplemental resources are helpful, but the main goal of this email is to get your new user to click through and log in to use the product. Only then can they begin to experience its benefits. Including a call to action (CTA) in the email can give them the push they need to get started.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: DocSend delivers expertise in a single email\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003ca href=\"https://www.docsend.com/\" rel=\"noopener\" target=\"_blank\"\u003eDocSend\u003c/a\u003e’s welcome email includes a list of action items to help a customer become an expert in using the software.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding3.png\" width=\"70%\" height=\"70%\" /\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding4.png\" width=\"70%\" height=\"70%\" /\u003e\u003c/p\u003e\n\u003cp\u003eThis email kicks off the onboarding process by taking readers through a series of steps that will help them learn about the product and its capabilities.\u003c/p\u003e\n\u003ch3\u003e3. First log-in\u003c/h3\u003e\n\u003cp\u003eWhile a user may have already watched a demo or taken a tour, their initial log-in is their first \u003cem\u003ereal\u003c/em\u003e impression of your product or service.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eTell your customers exactly what to do.\u003c/strong\u003e Don’t make them guess—provide them with helpful information or tools (like a setup wizard) as soon as they log in.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eProvide an easy win.\u003c/strong\u003e It’ll take time for users to experience the full value of your product, so give them a quick win to boost their confidence. This could be something as simple as “leveling up” in the onboarding process or receiving a badge for completing a specific action.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eOffer a “getting started” checklist.\u003c/strong\u003e Create an outline or checklist of what new users need to do and what they can expect during the onboarding process. It’s always a good idea to manage expectations.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: A friendly face at Threads eases you in\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003eWhen users first log in to \u003ca href=\"https://threads.com/\" rel=\"noopener\" target=\"_blank\"\u003eThreads\u003c/a\u003e, they’re greeted by a stylized version of the company’s CEO, Rousseau Kazi. It’s enough to grab their attention but not so much that it overwhelms them.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding5.png\" width=\"80%\" height=\"80%\" /\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding6.png\" width=\"80%\" height=\"80%\" /\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding7.png\" width=\"100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003eThreads doesn’t throw too much at the user. The company offers a tour prompt, but customers can come back to it later when it’s convenient. They can also easily find the information they need once they’re ready to learn more about the product. There are buttons leading to pages that show people how to start using the product.\u003c/p\u003e\n\u003ch3\u003e4. Integrations\u003c/h3\u003e\n\u003cp\u003eFor B2B brands, the customer onboarding process likely involves other team members and tools and may not be as straightforward as teaching a single consumer to use your product. Your addition to their tech stack likely doesn’t exist as standalone software but as a product that must be integrated with others. This often involves importing data from different sources and inviting other team members to join the workspace.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eAutomate where you can.\u003c/strong\u003e Setting up a new product and integrating it into your client’s existing tech stack can be challenging. Automate as much of this process as possible to remove bottlenecks that may cause issues for your buyer.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eProvide options.\u003c/strong\u003e Your customer may not necessarily need to set up platform integrations, import data, or invite other users to join their team. So, make sure this stage is an optional part of your onboarding process.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eDeliver top-notch support.\u003c/strong\u003e Even the savviest users still run into issues during integrations. If your company doesn’t have a dedicated team for customer onboarding, ensure you have ample support staff available for clients who may need help during this phase.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: With MailChimp, integrations are a click away\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003ca href=\"https://mailchimp.com/\" rel=\"noopener\" target=\"_blank\"\u003eMailChimp\u003c/a\u003e places software integrations at your fingertips—no coding or extensive processes needed.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding8.png\" width=\"100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding9.png\" width=\"100%\" height=\"100%\" /\u003e \u003c/p\u003e\n\u003cp\u003eUsers can filter apps by category and search for a specific product or product feature. Platform options are organized simply, so integration is intuitive—even for a somewhat novice user.\u003c/p\u003e\n\u003ch3\u003e5. Product walkthrough or tutorial\u003c/h3\u003e\n\u003cp\u003eA walkthrough or tutorial involves taking customers through each step they need to take to get set up with your product. The goal is to ensure users are confident enough to complete key tasks within the product. Customers—and most people—often learn best by \u003cem\u003edoing\u003c/em\u003e, so during this stage of the onboarding process, support teams typically hand the reins over to the user.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eAllow customers to skip parts of the process.\u003c/strong\u003e Some users may already be familiar with your product or service from using it in former jobs. Give them the option to skip some or all of the tutorial so there aren’t any barriers to them diving in and using the product.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eMake it possible to pause.\u003c/strong\u003e Busy professionals usually don’t have large chunks of time they can set aside to learn something new in its entirety. Some don’t want to sit through a full onboarding tutorial. It’s important you provide your customers with the option to pause and come back to your product walkthrough as needed.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eProvide additional support for those who need it.\u003c/strong\u003e For some users, the product walkthrough or tutorial will not be enough for them to feel completely comfortable using your product. Ensure it’s easy for all customers to reach support agents who can offer supplemental assistance. Or, offer a \u003ca href=\"/blog/live-chat-best-practices/\" rel=\"noopener\" target=\"_blank\"\u003elive chat\u003c/a\u003e support feature.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: Evernote guides the way in less than a minute\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003ca href=\"https://evernote.com/\" rel=\"noopener\" target=\"_blank\"\u003eEvernote\u003c/a\u003e immediately tells users that it will take them less than a minute to learn how to use the product. In a world where time is our most valuable commodity, it’s beneficial to know this fact upfront.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv class=\"container grid\"\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-small-6\"\u003e\n\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding10.png\" width=\"90%\" height=\"90%\" /\u003e\n \u003c/div\u003e\n\u003cdiv class=\"col col-small-6\"\u003e\n\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding11.png\" width=\"90%\" height=\"90%\" /\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding12.png\" width=\"100%\" height=\"100%\" /\u003e \u003ccenter\u003e\u003c/p\u003e\n\u003ccaption\u003e\u003cem\u003e\u003ca href=\"https://evernote.com/\" rel=\"noopener\" target=\"_blank\"\u003eImage source\u003c/a\u003e\u003c/em\u003e\u003c/caption\u003e\n\u003cp\u003e\u003c/center\u003e\u003c/p\u003e\n\u003cp\u003eBy gathering information on how a customer intends to use the product, Evernote can tailor its tutorial to their unique needs. The company’s walkthrough features a mixture of step-by-step instructions and GIFs that cover all the tool’s formatting options. The simple, effective design makes it easy for users to follow along and quickly learn what the product is capable of.\u003c/p\u003e\n\u003ch3\u003e6. Follow-up emails\u003c/h3\u003e\n\u003cp\u003eSending periodic emails with tips and best practices will help keep customer engagement alive.\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003e\u003cstrong\u003eBe helpful, not salesy.\u003c/strong\u003e Instead of pushing an upgrade or another product, focus on the relationship you’ve created with your customer through \u003cem\u003ethis\u003c/em\u003e product. Share resources—like help center article links and videos on specific features—that’ll help users get the most out of your company’s products or services.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eKeep it (relatively) brief.\u003c/strong\u003e Constant Contact analyzed more than 2.1 million emails and found that those with the highest click-through rates contained \u003ca href=\"https://www.constantcontact.com/blog/email-images/#:~:text=We%20found%20that%20%E2%80%94%20with%20some%20industry%2Dspecific%20exceptions%20%E2%80%94%20emails%20with%20three%20or%20fewer%20images%20and%20approximately%2020%20lines%20of%20text%20result%20in%20the%20highest%20click%2Dthrough%20rates%20from%20email%20subscribers.\" rel=\"noopener\" target=\"_blank\"\u003eapproximately 20 lines of text\u003c/a\u003e. This translates to around 200 words. Keep your communication focused on one topic or usage scenario so you don’t overwhelm readers.\u003c/li\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cli\u003e\u003cstrong\u003eShare social proof.\u003c/strong\u003e By peppering customer testimonials and reviews into your follow-up emails, you’re reminding your users of the value of your product.\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cdiv class=\"accent-box accent-tofu\"\u003e\n\u003ch3 class=\"accent-underline\"\u003eExample: Duolingo provides motivation with a side of data\u003c/h3\u003e\n\u003c/div\u003e\n\u003cp\u003e\u003ca href=\"https://www.duolingo.com/\" rel=\"noopener\" target=\"_blank\"\u003eDuolingo\u003c/a\u003e sends weekly emails that show customers how much they’ve practiced and prompt them to keep going (or start up again) without being pushy.\u003c/p\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv class=\"container grid\"\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-small-6\"\u003e\n\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding13.png\" width=\"100%\" height=\"100%\" /\u003e\n \u003c/div\u003e\n\u003cdiv class=\"col col-small-6\"\u003e\n\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding14.png\" width=\"90%\" height=\"90%\" /\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003cdiv class=\"grid\"\u003e\n\u003cdiv class=\"row\"\u003e\n\u003cdiv class=\"col col-default\"\u003e\n\u003cp\u003e\u003c/p\u003e\n\u003cp\u003eThese follow-up emails allow users to celebrate wins and view their progress compared to previous weeks. A personalized analytics report helps to further motivate users, too.\u003c/p\u003e\n\u003ch2 id=\"5\"\u003eHow to measure the success of customer onboarding\u003c/h2\u003e\n\u003cp\u003eThe best way to measure onboarding success is to gather multiple metrics—this will give you a holistic picture of your customers’ feelings and behaviors. We recommend beginning with the following:\u003c/p\u003e\n\u003col class=\"list-num-circle\"\u003e\n\u003cli\u003eTime to first value\u003c/li\u003e\n\u003cli\u003eRate of upgrades and/or converting\u003c/li\u003e\n\u003cli\u003eCustomer engagement\u003c/li\u003e\n\u003c/ol\u003e\n\u003cp\u003eDecide which customer onboarding metrics you’ll use to assess the success of your program. By monitoring this data, you’ll be able to catch red flags and make improvements as needed.\u003c/p\u003e\n\u003ch3\u003eTime to first value (TTFV)\u003c/h3\u003e\n\u003cp\u003eThis is the time from initial onboarding to first customer success—which looks different for each customer. A success could be increasing profits, decreasing churn rate, or anything that significantly benefits a company. Strive to make this period as short as possible. If customers quickly realize your product’s value, you’ll likely retain a large portion of your audience.\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding15.png\" width=\"90%\" height=\"90%\" /\u003e\u003c/p\u003e\n\u003cp\u003eSay Company X buys new \u003ca href=\"/sell/features/crm-software/\" rel=\"noopener\" target=\"_blank\"\u003eCRM software\u003c/a\u003e and begins onboarding on April 1. By July 1, Company X has completed their customer onboarding process, they’ve integrated the CRM into their tech stack, and they’re actively using it for their own customers. Company X’s TTFV is 91 days.\u003c/p\u003e\n\u003ch3\u003eRate of upgrades and/or converting\u003c/h3\u003e\n\u003cp\u003eWhen a client invests more in your product (upgrades) or becomes a full customer after a free trial (converting), it’s a sign of increased customer retention and successful onboarding. You can calculate this metric in a couple of different ways, depending on which action you want to focus on.\u003c/p\u003e\n\u003cp\u003eUpgrades are a type of expansion monthly recurring revenue (MRR). This is revenue generated by existing customers. You can calculate expansion MRR using the following formula:\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding16.png\" width=\"100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003eSay Company X’s expansion MRR is $2,500 at the beginning of the month and $4,000 at the end of the month. Company X’s expansion MRR rate is 60 percent.\u003c/p\u003e\n\u003cp\u003eConverting is when a user becomes a paid customer after their free trial. You calculate this metric using the trial conversion rate formula:\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding17.png\" width=\"100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003eImagine Company X’s product has 1,500 free trial users. Of those, 300 of them convert into paying customers. Company X’s trial conversion rate is 20 percent.\u003c/p\u003e\n\u003ch3\u003eCustomer engagement\u003c/h3\u003e\n\u003cp\u003eThis metric gauges whether customers are taking actions that are tied to your product’s core value.\u003c/p\u003e\n\u003cp\u003eThe first step to calculating customer engagement is to define what it means for your product. For a social media platform, engagement could mean a user has:\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003eWritten a bio for their profile\u003c/li\u003e\n\u003cli\u003eAdded a website URL to their profile\u003c/li\u003e\n\u003cli\u003eUploaded a photo or avatar\u003c/li\u003e\n\u003cli\u003ePosted an update\u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eYou want to identify the most important events and actions across a customer’s lifecycle with your product and assign each one a weighted score. Next, you’ll want to track these events with a \u003ca href=\"/blog/understanding-customer-engagement-platforms/\" rel=\"noopener\" target=\"_blank\"\u003ecustomer engagement platform\u003c/a\u003e.\u003c/p\u003e\n\u003cp\u003eFor simplicity’s sake, let’s say Company X has three key events they use to measure engagement (or lack thereof). These events range in value of importance. The engagement platform tracked the number of times each customer participated in each of the events. To get the total event value, Company X must multiply the weighted score by the frequency at which the events occurred within a given time period (e.g., a week). Company X’s information could look something like this:\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding18.png\" width=\"`100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003eOnce you have all the above information, use the following formula to manually calculate—or set up your engagement platform to calculate—your customer engagement score:\u003c/p\u003e\n\u003cp\u003e\u003cimg class=\"lazyload no-src\" alt=\"Customer onboarding\" data-src=\"https://d1eipm3vz40hy0.cloudfront.net/images/AMER/customeronboarding19.png\" width=\"100%\" height=\"100%\" /\u003e\u003c/p\u003e\n\u003cp\u003eLastly, you should segment your customer base and trial user base. Company X’s categorization based on scores could look like this:\u003c/p\u003e\n\u003cul class=\"bordered\"\u003e\n\u003cli\u003eNegative score = risk of customer churn\u003c/li\u003e\n\u003cli\u003e0–33 = disengaged customer\u003c/li\u003e\n\u003cli\u003e34–66 = somewhat engaged customer\u003c/li\u003e\n\u003cli\u003e67–99 = engaged customer\u003c/li\u003e\n\u003cli\u003e100+ = power user \u003c/li\u003e\n\u003c/ul\u003e\n\u003cp\u003eSegmenting your user base by score can help you to determine what type of support or messaging may be helpful to engage (or re-engage) them.\u003c/p\u003e\n\u003ch2\u003eA good customer onboarding strategy is the foundation of strong customer relationships\u003c/h2\u003e\n\u003cp\u003eOnboarding is your customers’ first hands-on experience with your products or services, so it needs to be a positive one. Develop a robust onboarding strategy to make the process as enjoyable and effective as possible.\u003c/p\u003e\n\u003cp\u003eAlong with creating a customer onboarding strategy, it’s crucial to hire reliable customer success managers to implement it. Take a look at our \u003ca href=\"/blog/customer-success-interview-questions/\" rel=\"noopener\" target=\"_blank\"\u003e30 customer success interview questions you should ask\u003c/a\u003e to start building your onboarding dream team.\u003c/p\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/div\u003e\n\u003c/section\u003e\n","headerVariant":"blog","hasProgressBar":true,"promo":{"heading":"Zendesk Customer Experience Trends Report 2022","body":"Last year, we learned that customer needs can change in a blink. This free report will help you learn how to keep up.","link":{"href":"/customer-experience-trends/","size":"small","children":"Get the report"},"image":{"src":"https://d26a57ydsghvgx.cloudfront.net/content/Photography%20%28updated%20dimensions%202020%29/IndustriesSoftware-274_Final_x2.jpg"}},"hasStickySidebar":null,"layout":"spoke","gatedLinkAndModal":{"href":"/customer-experience-trends/","text":"Get the report","appendSuccessHtml":"","authoredTrackingParams":{"hiddenCampaignId":"","SFDCCampaigncode":"","lead_source_detail":"Website-Content Download","lead_source":"Website-Content Download","productInterest":"","marketingQualifiedLead":"","ownerId":"","event_key":"","event_id":""}},"hero":{"title":"Customer onboarding guide for 2022 (+6 best practices and examples)","author":{"name":"Court Bishop","title":"Contributing Writer","handle":"","photo":"","shortBio":"","longBio":""},"shareLinks":{"twitter":"https://zdsk.co/3T0dICr","facebook":"https://zdsk.co/3yAphI4","linkedin":"https://zdsk.co/3yEGY9I"},"updatedAtFormatted":"October 13, 2022","layout":"spoke","gatedTheme":"Select One","supertitle":"","intro":"Customer onboarding is the process of teaching new customers the value of your product or service. 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