Bringing in new customers consistently is necessary for any business to stay afloat. For this reason, it’s important to offer a seamless, effective customer onboarding process, as this is the time when companies explain to new customers how their product or service works.
But customer onboarding is not as easy to master as you might think. In fact, one survey found that more than 90% of customers said companies needed to improve the onboarding process, and 74% said they’d switch brands if the purchasing process were too hard. Clearly, the onboarding process is a big deal to customers, which means it’s important to get it right.
Fortunately, you have access to new technology—through AI-powered support automation platforms like Capacity—to help this go smoothly. Take a look at how such digital technologies are transforming the customer experience in customer onboarding.
Making the sale is just the start of the customer relationship. Now your team has to pivot from selling products or services to building that all-important connection with new customers to retain them long term. You can’t just make the sale and then cut off all communication or fail to show customers how to get the most from your products and services. Instead, it’s critical to focus on customer success, and certain digital technologies are transforming the customer experience in customer onboarding at this stage.
For example, with Capacity, fast communication with customers is easy. They can ask a question on your website, and when they use the chatbot that’s enabled through our AI-powered support automation platform, they’ll get instant answers to common questions. Considering the number of questions new customers typically have, this is important. When the chatbot can’t provide answers, Capacity’s LiveChat feature will signal your team to jump into the conversation, so new customers get the help they need.
And the way digital technologies are transforming the customer experience in customer onboarding goes beyond chatbots. There’s also the option of Workflows, which lets you use the power of advanced robotic processing automation (RPA) to streamline the customer onboarding process from the start. When you use this feature on Capacity’s support automation platform, it’s easy to make all your onboarding steps digital and even automated, moving customers from one stage to another with ease—all without requiring constant help from your customer service team. You can even create custom workflows, making it easy to leave a good first impression on new customers.
New customers will have some good questions about how to use the product or service they just purchased. And they’re going to expect fast, comprehensive answers so that they can quickly start getting their money’s worth from the item they bought. Letting them go hours or days without an answer is likely to lead to frustration and even buyer’s remorse. Don’t let this happen to your new customers!
Instead, consider another way digital technologies are transforming the customer experience in customer onboarding: access to instant answers. Using Capacity’s chatbot is a great start, as this will answer their questions any time of day, so employees don’t have to be available around the clock.
But Capacity’s AI-powered knowledge base offers other benefits too. For instance, when your customer support team members are helping new customers, the knowledge base allows them to have answers at their fingertips to provide fast replies. They can easily search and find the answers from your organization’s tacit knowledge and any documents stored on the cloud or read through your FAQ page to see responses to commonly asked questions. This kind of technology can make the customer onboarding process faster and more efficient.
Many companies can stand to improve when it comes to customer onboarding. But how do you know if this is true of your company, and if it is, how do you know the areas that most need improvement? The answer may lie in automated surveys, which is another way digital technologies transform customer experience in customer onboarding.
So, how can automated surveys help? They can make your customer feel heard if they have frustrations about the onboarding process, which, in turn, will let you know exactly how to improve the experience. Plus, finding out what’s wrong and fixing it early may help minimize negative reviews for your company.
When you use Capacity’s Surveys functionality, you can create and publish surveys with the help of the Guided Conversations tool. The questions can be multiple-choice, open-ended, or branching, depending on your needs. Either way, you’ll get access to the thoughts of your customers and employees alike as you work on improving the onboarding process.
Now that you know how digital technologies are transforming the customer experience in customer onboarding, are you ready to try them out yourself?