Customer onboarding strategy to enable your users
The user onboarding experience starts even before the customer signs up for your product. It starts with setting expectations as to what they can expect from your product. And it needs to carry over into your onboarding process where you reiterate the value your product offers, the pain points it can address, and reinstill confidence in their decision to have chosen to try your product.
Before you design an onboarding flow, it is important to have clear goals on what you want your new users to be doing and also know what they wish to accomplish with your product. And that will help you design the right user experience. For instance, your onboarding can have specific goals towards converting a new user into a successful user, such as:
Define your own parameter of what a successful user is. It can be based on the pattern of usage across the free-trial period. For instance, if you offer a 30-day trial period, you can look at some factors like:
The onboarding process
The primary objective of onboarding a new user is to get them acquainted to all the features of your product and the value it adds in accomplishing their goals. So, the flow of the onboarding process will depend on the user’s need. For example, some customers might not want to watch a welcome video, so compelling them to watch it isn’t a great experience. You can rather empower the user to access the video when they want.
Provide your new user with access to all the necessary resources, so that they can onboard autonomously. But make sure you are also present to resolve any queries they might have on the go.
Welcome email
It’s important to note that your first few interactions with your new customer needs to validate their choice of wanting to evaluate your product. Start your interaction with your customer on a positive note. Congratulate them for choosing to evaluate your product and share your excitement to have them on board.
Here’s a template you can use to welcome them over an email:
Hello <first name>,
As the <job title> of XYZ, I personally wanted to reach out and welcome you. We are absolutely thrilled that you’ve chosen to evaluate XYZ for your <domain/solution area> needs. You've now begun your 30-day trial. We have made some awesome videos <link> which will help you learn about and use XYZ effectively. While you get started, can you tell me what challenges or problems are you trying to solve with XYZ? Your reply will give me and my team all the context to help you achieve it!
Looking forward to a great relationship!
Best,
Your name, <Job title>, XYZ
Company name
Then set up a cadence of emails for their trial period, and share useful information about your product and the potential value of what they can achieve using your product.