Without a doubt, our customer onboarding process is the most important stage of the customer lifecycle. This process sets the tone for our whole relationship with a client, and directly impacts whether they become a long term customer or not. 

Because we see the value in this, we have dedicated a lot of time into making sure this process runs smoothly and successfully. We never want to leave our customers questioning why they made the decision to work with us in the first place!

Below are 3 crucial steps for creating a seamless customer experience, which we believe will allow you to deliver value to your customer as early as possible in their journey…

1. The welcome email 

It’s tempting to pack this email full with as much information as possible, but it’s really important that your client can get through the email in around 1-2 minutes.

Scheduling a more in-depth call or meeting to go through all of the important administration is always best practice; use the welcome email for only the essential information, and of course for thanking them for making the decision to work with you. 

2. The onboarding meeting 

Schedule a 30-45 minute onboarding meeting with your new client. Use this meeting to complete the administration involved in client onboarding, such as confirming payment details and collecting password information.

Talk through your service and outline expectations. Log into any accounts that you need to and talk them through any software that you have given them access to. Make it simple for clients to find extra support if they need it, and agree on how regularly they would like updates. 

3. Provide updates 

Keep your customers engaged and in-the-know by providing regular updates. It’s very easy for clients to forget about your service or product when everything is running smoothly and efficiently; let your client know what’s happening in the background and always add value. 

Laying the foundations for a positive customer experience is always best practice. A great customer onboarding process will drastically impact client retention – your number one goal is to set your customer up for success from their first interaction with you, and the simplest way to measure this is by asking for referrals! 

To see how Virtual Administration could benefit your business, simply get in touch today – we’d love to walk you through your options.