Onboarding Series - Part 4
Support and Resources
Part four in this series unravels how providing ample support and resources is essential for ensuring that customers have a positive onboarding experience.
They need to know where to go if they have questions or need help.
This is one area that is often overlooked in the onboarding process; Nobody likes to think they make mistakes!
A classic example that I’m sure we can all relate to is when you buy a new phone. Often this is some new technology to us, as we have upgraded. A friend of ours recently had this experience:
She finally got her new phone, couriered to her. It had no SIM card – that came separately. It had no charger, that had to be ordered, and cost more.
The company then told her to download their app and log a fault. Without a SIM and a charger…. Hmmm, something’s missing here. Not only that, it was 8 years newer than her last phone - and boy has technology changed since then! So, the perceived simple concept of downloading an app was not simple to this client, even with a charged phone and SIM.
We can’t stress enough, what a difference it would have made to have checked with the customer about her level of technical expertise, let alone whether or not she had the right cords in her house, which she didn’t because the phones charged differently 8 years ago!).
She was so close to returning the phone, several times!
Here are some ways to check your support & resources are appropriate for your customer’s onboarding:
Readily Available Support: Do you have support available through multiple channels, such as email, chat, or phone, so it’s easy for customers to get in touch with you?
Comprehensive Documentation: Do you provide detailed information to answer common questions, including FAQs, tutorials, and user guides?
Onboarding Tutorials: Do you share onboarding tutorials or videos that walk customers through the key features of your product or service with step-by-step instructions to guide them?
Proactive Support: Is there a way to monitor and reach out to customers who are struggling with the onboarding process, before they abandon the product?
Community Forum: Could you create a community forum where customers can connect with each other and share tips and advice to foster a sense of community among your users?
There are so many ways to provide support to your customers, we’ve just named a few. This is a key area to helping your clients embrace your exceptional customer experience.
It’s an area where a lot of customers will walk if they don’t feel supported.
It’s also one of the easiest times to up-sell other products. Who wants to miss opportunities like that?
One of the great things with the “Customer Experience. By Design.” workshop series, is the ideas that come from other participants that are your potential customers. If you’re curious about how you can make your clients feel supported, reach out to us, click here.
Next week: Feedback Loop
