In our previous blog post, we looked at how you can deliver a memorable customer onboarding experience with Origin Fractal LXP. In this blog post, we will list five of the key challenges associated with customer onboarding training and attempt to offer solutions or remedial measures that you can adopt to offer a hassle-free and memorable customer onboarding training experience.

Key Hurdles in Customer Onboarding

Before going into the challenges posed in onboarding training; let us look at some of the key hurdles that Customer Success Managers or CSMs face in onboarding new customers.

• Onboarding takes too long and the customer is bored.
• The goals are unclear and the customer is not sure what to do at the end of the onboarding process.
• Lack of clarity in terms of the customer journey and not knowing if the customer is using the product/service properly or not.
• Too many processes and silos hinder a smooth customer onboarding journey.
• Poorly designed customer onboarding training content that serves no real purpose.

Now let us progress to the next section where we examine the crucial element of customer onboarding training and the challenges involved in creating and deploying onboarding training for the ideal customer onboarding experience.

Challenges in Creating Customer Onboarding Training

Personalization:

It is the age of personalization. From suggestions on “friends” on Facebook to finding the next movie or show to watch on Netflix; personalization of content and interest-based recommendations are a big part of modern technology. Why should onboarding training and the customer experience journey be any different? No two customers have the exact same set of requirements. So create unique and personalized customer onboarding training programs. 

Learner Engagement:

This challenge of improving learner engagement is not just restricted to onboarding training but affects all forms of training solutions and is something that L&D experts seek to solve by using elements like videos, gamification, interactivities, social learning, etc. If your customer does not see merit in your onboarding training content; he/she is less likely to use it and recommend it to others.

Defining Purpose and Usability:

It is crucial to determine and present in a clear manner the “purpose” of the onboarding training. Why should the customer take it up? What is in it for the customer? It is important for your onboarding training content to state the learning goals or objectives clearly and ensure that the content meets those objectives in a proper manner.

Engineering Onboarding Training for Best Impact:

Put yourself in the place of your customers. Now think how you would like the customer onboarding training to be engineered or structured? It is essential to work from this viewpoint and design onboarding training in a sequential and easy-to-understand manner so that it offers maximum value to your customers. An onboarding training program that meanders without a proper direction or goals that are not aligned to meet the needs of your customers is a recipe for failure.

So far, we looked at the key challenges in creating and designing a customer onboarding training program. The next section will look at the other crucial aspect of onboarding training, deploying it properly.

Challenges in Deploying Customer Onboarding Training

Quite often we get so involved in designing the customer onboarding training with different instructional design strategies, elements of gamification, story-telling, interactivities, and quizzes that we forget one key aspect; – “Accessibility”. Here the word is used to represent two different things as follows:

1 – Can your customers access the onboarding training program anywhere, anytime, and on any device of their choice?

2 – Is your onboarding training program “disabled-friendly”?

You can solve the first problem by designing the customer onboarding training program in a responsive format and deploying it on a device-agnostic learning platform like Origin Fractal LXP. Whichever learning platform or delivery medium you use to run your customer onboarding training program; it should work seamlessly across devices. Be it an Android tablet, a smartphone, a Windows or Linux laptop, a MacBook, or an iPhone; the onboarding experience should be the same. Hence it is crucial that the platform – LMS/LXP that you use to deploy onboarding training content should have relevant Android and iOS apps for easy access via smartphones.

The second problem or issue can be addressed by having relevant voice-overs and options for people to access the onboarding training content without any hindrance. Their disability in the form of visual/hearing/speaking/locomotive functions should not come in the way of their understanding of the customer onboarding training program. 

Poor Customer Onboarding Training and Increasing Customer Churn Rates

Here are some interesting statistics listed in this guide on Customer Onboarding published by HubSpot.

• Less than half of the users who sign up for a limited free trial will turn into customers.
• About two-thirds of all SaaS companies face churn rates greater than 5%.
• Existing customers offer the bulk of revenue.
• A happy and satisfied customer is a key source of referrals. 

One constant worry for customer success managers is that the customer churn rate should not increase. A jump in churn rates is a clear indication that the customer is not going to adopt the product/service or renew the subscription. You could have the most wonderful product or service offering but if your customer onboarding training program is designed shabbily and you provide an average or poor onboarding experience; it is not going to help your company. 

Please do understand that we live in a digitally connected world where social media plays a key role. One disgruntled customer with a sizeable count of followers posting a bad review on Twitter or LinkedIn can have a domino effect. Not only do you have one unhappy customer but you are going to lose out on potential customers who read the original customer’s post. Hence, it is important to treat every single customer, big or small, with a lot of respect and reverence and provide a customer experience and onboarding training that exceeds their expectations and creates lifetime customers for your company.

Simplifying Customer Onboarding Experiences with Origin Fractal LXP

Origin Fractal LXP is an award-winning learning experience platform that is designed to be customized as per your needs. You can use it to train your customers, channel partners, sales teams, and end-users offering unique onboarding experiences for each learner category. Simplicity, an intuitive interface, device-agnostic learning, and a high level of flexibility are some of the key factors that make Origin Fractal LXP a powerful medium to deploy your customer onboarding training. Watch this quick product tour video to learn more about Origin Fractal LXP.

We recently helped a company involved in automation solutions and Artificial Intelligence to deploy training programs for their customers and internal employees via Origin Fractal LXP. If you would like to know more on how we accomplished this task, please read the case study found here.

We understand that no two companies or customers are alike and everyone has their own specific set of requirements that need to be met. Please fill this contact form to learn more about how Origin Fractal LXP can help you create a better customer onboarding training experience for your customers. Alternatively, you can send us an email at info@originlearning.com with the subject line “Origin Fractal LXP” listing your queries, and we will get in touch with you.