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As a customer success leader what are the key challenges that you face?
Did you answer “Yes” to anyone or all of the above challenges? Then we think you will find this blog post useful as it offers some insights into how you can create a better customer onboarding experience.
When you visit a retail showroom to buy a product, let us assume a new smartphone; what is it that strikes your attention? Is it the ambience of the showroom? The products on display? Attractive prices or the way the in-store staff treats you? It is a combination of all these elements, right? When you get a smartphone of your choice at an attractive price and the staff treat you with respect and care, you feel happy and satisfied. This is an example of a good customer experience. Please do read this article on “Understanding Customer Experience” by Andre Schwager and Chris Meyer published in Harvard Business Review to understand why a good customer experience matters a lot.
Now let us translate this experience into a digital environment where you are signing up for a software product or opting for software as a service (SaaS). What is it that separates different service providers offering a similar product or service? Would the cost be the only key differentiator? Not always. One popular quote that is often used is “Price is what you pay, value is what you get.” But this does not always work in a digital environment. You may pay a premium price for a product or service and may not be able to derive all the benefits that it offers or you may not understand how the product works. This is the reason why it is important to chart out a proper customer onboarding experience. This will benefit the customer as well as you company or organization offering the product or service. Word-of-mouth recommendations work a big way even in the modern digital world. If someone really likes your product or service, they are sure to recommend it to their friends. The converse also holds true. If your customers have a bad experience; they are highly likely to share their negative experiences on social media and this will caution others from trying your product or service.
Have you shopped online on Amazon? They offer a brilliant digital customer experience. Be it buying eBooks via Kindle, signing up for Amazon Prime, using an Amazon Fire TV Stick, or adding money to your Amazon Pay account; everything is synchronized and you receive relevant alerts to the email address and phone number linked to your Amazon account. From the moment you place an order to the time your order is processed and fulfilled via a delivery agent; you receive relevant updates about the status of your order. This is indeed the core foundation of a good customer experience.
So how do we engineer a good customer onboarding experience in the digital world where a customer is signing up for a software product or opting for a SaaS? Here are some tips that you can keep in mind:
The tips listed above can be used to help improve your customer onboarding experience. In the next section, we will provide some inputs on how you can help battle the problem of increasing customer churn rates.
Getting a customer on board and getting them to commit to an annual contract is the first big achievement. But the story does not end there. Your customers should see value in your product and service and be keen to renew their licence at the end of their initial year.
The Customer Health Score is an important parameter that you can use to measure how happy your customers are with your product or service. It is built on factors like – how many times your customer is logging into his/her account and using the product or service, are payments being made on time without any reminders, and how frequently does your customer get in touch with your customer support or tech-support teams. Over a period of time, the ideal or happy customer would be the one who frequently uses your product or service, rarely complains about the product or service, and makes payments promptly.
As a customer success leader, how do you ensure that this happens?
These are some steps that you can put into practice.
In the next section, you will learn about the importance of internal training to help create better customer experiences.
How often have you been frustrated by poor service by a bank or a restaurant? You rant about it on social media and file a complaint via email or telephone and seek a resolution from the service provider. A bitter experience is registered in your subconscious mind and you take a decision that you will not visit that restaurant again or choose to shift your account to some other bank. The same holds true for customers of digital products and software solutions. When your customer is not able to use your product properly and has a query, he/she will reach out to your customer support team. If your support team is not able to offer a proper resolution or solution for the problem; this is a poor customer experience. So how do you solve this problem? Simple! Treat your customer support team as your first-level customers and train them thoroughly. They should be fully aware of the capabilities of your product and service and be able to answer any questions that are raised by actual customers or prospective customers.
Artificial Intelligence-powered solutions are impacting several key industries globally. More players are jumping on to the AI bandwagon and significant investments have been made by leading tech-giants like Microsoft and Google to create better AI-powered products and solutions. A leading AI company got in touch with Origin for a solution to deploy both their internal training and customer-facing training content. Origin proposed the use of its mobile-first, intuitive, and user-friendly Origin Fractal LXP to deploy this training content. The project was a big success and helped improve customer satisfaction and internal training success rates when the training content was deployed via Origin Fractal LXP. You can read more about this project here.
Origin Fractal LXP was designed in such a way that it can be customized to suit the needs of our customers. Be it high-tech software solutions or a basic platform to deploy learning for high school students; Origin Fractal LXP can work equally well in both scenarios. As demonstrated in the example cited in the previous paragraph, Origin Fractal LXP can also be used to deliver unique learning and customer onboarding experiences for your customers, sales and channel partners, and your employees.
We firmly believe that a great customer onboarding experience is the first step in creating a mutually beneficial long-term business relationship with a customer. Please fill this contact form to learn more about how Origin Fractal LXP can help you create a better customer onboarding experience for your customers. Or you can write to us at Info@originlearning.com with the subject line “Origin Fractal LXP” with your queries and we will get in touch with you.