This document discusses best practices for successful customer onboarding. It recommends defining a detailed customer journey that maps out each step of the onboarding process. It also suggests building an onboarding toolkit with resources like a kickstart guide, knowledge base, and training materials. The document stresses the importance of following customers' progress by assigning customer success managers, monitoring metrics, and conducting surveys. The goal is to provide helpful guidance and support to ensure new customers understand and can fully utilize a company's product.

1. SUCCESSFUL CUSTOMER
ONBOARDING
GEORGIA TSIAMANTA
CUSTOMER SUPPORT AND SUCCESS CONSULTANT

2. USER ONBOARDING IS THE PROCESS OF
INCREASING THE LIKELIHOOD THAT NEW
USERS BECOME SUCCESSFUL WHEN
ADOPTING YOUR PRODUCT.
Samuel Hulick of UserOnboard.com
THE DEFINITION

3. THE CHALLENGE
CUSTOMER ONBOARDING IS:
▸ Providing a helping hand to your brand new customers
▸ Demonstrating the value of your product
▸ Understanding and adapting to your customer’s needs

4. Source: https://ux.useronboard.com/product-people-mind-the-gap-da363018cc57

5. CREATE A DETAILED
CUSTOMER JOURNEY
BEST PRACTICES FOR ONBOARDING

6. CREATE A DETAILED CUSTOMER JOURNEY
FIND THE TOOLS
▸ Document everything e.g. in Dapulse, Pipedrive,
Hubspot
▸ Use triggers, e.g. via Zapier, Workato
▸ Ask your devs to send data via the APIs
▸ Keep your team in track

7. CREATE A DETAILED CUSTOMER JOURNEY
WELCOME THE
MANAGER
SCHEDULE A
TRAINING FOR
THE MANAGER
DEFINE THE
IMPLEMENTATION
DETAILS
IMPLEMENT THE
PRODUCT
SCHEDULE A
TRAINING FOR
THE EMPLOYEES
FOLLOW UP WITH
TRAINING
MATERIAL
DOCUMENT THE MILESTONES

8. CREATE A DETAILED CUSTOMER JOURNEY
DOCUMENT EACH STEP
SCHEDULE A
TRAINING FOR
THE EMPLOYEES
ASK FOR THEIR EMAILS
SEND THEM YOUR CALENDLY TO PICK A DATE
SEND THEM A CALENDAR INVITE
FOLLOW UP WITH
TRAINING
MATERIAL
INFORM HOW TO LOG IN
INFORM HOW TO REPRODUCE THE TRAINING
SEND THEM HOMEWORK

9. CREATE A DETAILED CUSTOMER JOURNEY
WELCOME THE
MANAGER
SCHEDULE A
TRAINING FOR
THE MANAGER
DEFINE THE
IMPLEMENTATION
DETAILS
IMPLEMENT THE
PRODUCT
SCHEDULE A
TRAINING FOR
THE EMPLOYEES
FOLLOW UP WITH
TRAINING
MATERIAL
AND NOW WHAT

10. BUILD YOUR
ONBOARDING TOOLKIT
BEST PRACTICES FOR ONBOARDING

11. BUILD YOUR ONBOARDING TOOLKIT
WHERE TO PROVIDE THE INFORMATION
▸ Kickstart guide
▸ Media center
▸ Knowledge base
▸ Contact options for this stage

12. BUILD YOUR ONBOARDING TOOLKIT
THE KICKSTART GUIDE

13. BUILD YOUR ONBOARDING TOOLKIT
YOUR MEDIA CENTRE

14. BUILD YOUR ONBOARDING TOOLKIT
YOUR KNOWLEDGE BASE

15. BUILD YOUR ONBOARDING TOOLKIT
THE CONTACT OPTIONS

16. BUILD YOUR ONBOARDING TOOLKIT
HOW TO PROVIDE THE INFORMATION
▸ Lifecycle emails
▸ Walk-thoughs, e.g. WalkMe, APPCUES
▸ Engagement pop-ups e.g. Intercom
▸ Webinars

17. BUILD YOUR ONBOARDING TOOLKIT
LIFECYCLE EMAILS
▸ When
▸ How often
▸ How many
▸ Why

18. BUILD YOUR ONBOARDING TOOLKIT
THE WALKTHROUGH

19. BUILD YOUR ONBOARDING TOOLKIT
THE INTERCOM POP-UP

20. BUILD YOUR ONBOARDING TOOLKIT
THE WEBINARS

21. FOLLOW
THE PROGRESS
BEST PRACTICES FOR ONBOARDING

22. FOLLOW THE PROGRESS
ASSIGN A CUSTOMER SUCCESS MANAGER
▸ Create a single point of contact
▸ Schedule 1-to-1 training
▸ Build a lifelong relationship
▸ Monitor the customer’s progress

23. FOLLOW THE PROGRESS
MONITOR THE CUSTOMER’S PROGRESS
▸ Implement tools to track the progress, e.g. Mixpanel,
Intercom, Totango
▸ Send trigger-based emails, e.g. with Customer.io
▸ Improve user onboarding with A/B testing tools
▸ Send them a survey, with e.g. Typeform

24. SET A CLEAR
EXITING POINT
BEST PRACTICES FOR ONBOARDING

25. SET A CLEAR EXITING POINT
FIND AN EXIT PLAN
▸ Let your customers know all the onboarding steps from
day one
▸ Set a clear completion goal
▸ Be strict on the schedule
▸ Focus on the delays and try to improve these points
▸ Change the point of contact

26. SET METRICS
BEST PRACTICES FOR ONBOARDING

27. FOLLOW THE PROGRESS
SET METRICS
▸ Track the number of days a new user gets to the WOW
moment
▸ Track the number of days a new user needs to complete
onboarding
▸ Cohort engagement
▸ Track the average lifecycle of your users
▸ Set targets for the onboarding team
▸ Collect feedback from the users

28. BE THERE
HAVE EMPATHY