What does your client onboarding look like? Do you streamline your client onboarding?
Gaining a new client for your business is always something to celebrate. It represents a new opportunity for revenue and growth. However, it’s important to remember that the effort you made to win that client over doesn’t just end. Not even once a contract is signed or a subscription is purchased.
Client onboarding plays a vital role in providing your clients with the most positive experience possible. Which, over time, will make it more likely for them to continue using your services in the future. Revenue-wise, this is highly beneficial; you’ll be able to earn a higher LTV (Lifetime Value) for each customer.
Unfortunately, for both yourself and the client, onboarding can sometimes be a real burden. Especially if it involves heaps of paperwork and forms. This type of onboarding process is both frustrating and time-consuming. Instead, you can onboard your clients using your website and make things easier for everyone.
Here are four ways in which you can use your website to streamline your client onboarding:
1. Use appointment scheduling software
At the beginning of any professional relationship, your client will most likely have questions that will need to be answered. This is why scheduling that first meeting with them is crucial. Doing this by email or phone presents many difficulties though. Including unnecessary back and forth and potentially lost or disorganized information. It’s very easy to double-book yourself this way. Plus, when one of your clients inevitably wants to cancel or reschedule, this creates even more hassle.
Give your clients the ability to view your schedule online and select an available slot; it allows for more flexibility on both sides. And it shows your clients how well-organized your business is.
When it comes to choosing which software you’d like to use, there are many options available.
Calendly is one of the most popular choices among scheduling software. And it rates very highly on a majority of review platforms. Along with reasonable pricing, Calendly offers a number of features. Such as confirmation and reminder messages, timezone detection, and a variety of integrations.
Doodle has also earned its position as one of the most used scheduling software, particularly amongst larger companies and enterprises. The user interface is often praised for its simplicity. And it even allows you to send out polls; which allows you to determine who can be free during your proposed meeting times.
Acuity scheduling could also be the one for your business, especially if you use Squarespace to host your website. You’ll be able to create a completely customized scheduling page to suit your business. Being HIPAA compliant, this software also allows you to feel much more confident. You have the knowledge that all the information is safe and secure.
No matter which scheduling software you choose to use; automating this process using your website is vital to a successful onboarding experience.
2. Provide a welcome pack
Upon signing up, a new client often looks for a healthy mixture of accompaniment and clarity when getting ready to start. They don’t want to have to figure everything out for themselves. But are likely also weary of contacting you too many times for help. This is why offering them a downloadable welcome pack can help get the ball rolling much faster.
The best way to do this is to have the welcome pack sent directly to them. You can send it immediately to the client, using the email address they signed up with. An effective welcome pack should include information regarding the features of the product or service the client has purchased. As well as best practices and useful tips. And a timeline that the client can use to map their own onboarding progress.
Now you've sent the first email containing the welcome pack. And now a few more staggering welcome emails are required to complete the onboarding communication schedule. These should contain extra nuggets of information to further help the client. This will make your clients feel more welcome and at ease, increasing the likelihood of retention.
3. Offer learning content & video tutorials
Every client is different, which is why catering to visual learners by providing them with introductory videos is crucial. Plus, for most, seeing a product in action is much more intuitive than just reading a stand-alone article. Particularly if the product is SaaS-based. It will also save your business time and money. Resources that you would have needed to spend educating your clients manually and individually.
Clients should be able to refer back to these videos throughout the onboarding process. Thus making them feel more comfortable when establishing how to use your product or service. You can make these videos available at a central point on your website (such as the help center). As a part of the welcome emails. Or enclosed within tooltips.
4. Use a tool to collect client information
When onboarding a new client, there’s often a lot of information that needs to be collected. It's essential to have before the partnership can begin. Via email, content can often get lost within lengthy threads, causing frustration for both yourself and the client. Streamlining this process is the key to ensuring customer satisfaction and minimizing delays.
To do this, you could embed a form into your website. Which will allow your clients to provide you with the necessary information while they’re right there on your website. Google Forms is a good option for basic forms and surveys. And it's easily connectable to other products included within the Google Suite, such as Google Sheets. If you’re using WordPress, a great option is Gravity Forms.
However, if you’re looking for something more robust and professional, sometimes it’s better to use a more advanced content collection tool. Even if it can’t be embedded into your website.
Content Snare allows you to create detailed content requests for your clients. Thus helping you to effortlessly gather information, files, and documents. You can even start from scratch or use a built-in template to speed up the process. You can begin setting up just like that! Either way, the ease of use and automatic reminder emails ensure that your clients provide you with everything you need. And within any desired timeframe.
Summary: Streamline your client onboarding
Using your website to streamline your client onboarding can save you several hours each week. It alleviates the burden of a lot of manual actions. This allows you to put that time towards more important tasks and boost productivity.
A successful online onboarding process may take some time to set up. But, once this is done, your business can begin reaping the benefits that come with a much more professional approach.
To wrap up, ensure you:
- Use a scheduling tool to book meetings.
- Send a welcome pack to new clients.
- Offer learning content or video tutorials.
- Collect client information using a tool.