How to Onboard Customers like a Ninja
First Impression Counts or as they say, “you never get a second chance to make a first impression”.
You want to make sure that your customers have the best onboarding experience, with a personal human touch or at least the ability to humanize the process. Now, if your company is growing exponentially, add the At Scale element to it.
How can you do it all and keep a high level of customer experience/satisfaction?
The answer is: Guide Inside or In-App Videos.
Just to be clear we are not talking about programmable walkthroughs (you might also know them as DPAs) or a General internal Wiki. Their challenges are different:
- Software setup is time-consuming.
- You have to guess the customer’s next step.
- Customers are jaded and find themselves X out of the process.
- You get a step by step flow but not necessarily a guide.
We are talking about in-app video libraries (How-To, training, quick start) with contextual guides.
The knowledge you need for any place in your app and for any experience level.
The benefits are clear:
- Let customers onboard and train on their own time and reduce repetitive Zoom calls and demo sessions.
- Don’t try to guess their next step on your product with a pop-up.
- Drive momentum, increase customer satisfaction and successful deployments.
- Deliver knowledge to the entire customer base from a single destination.
- Keep content generic for your long tail customers, tailor it to each customer and have it always contextual - the right video at the right spot in your product - automatically.
We all know how to search on YouTube, imagine that you had the same functionality and experience on top of your solution.
Another important aspect to consider is Customer Insights. How would you know that those videos are useful? How do you know it’s not stale due to a product update etc?
- Identify champions - track customers' activity feed and get near-real-time notifications when they watch content you shared with them.
- Promote relevant content and onboarding playlists for key educational topics of your product.
- Identify knowledge gaps and challenging areas by search terms and viewership metrics.
- Create a set of alerts to identify stale content and update it.
Learn More about In-App Videos Here
Learn More about Customer Insights Here
Now switch the word Customers with the word Employees and it’s all still accurate.
The In-App integrated videos allow you to share knowledge with your customers but also between your internal teams/Employees.
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