With the continued rise of technology, companies have been able to scale at rates that people might not have been able to imagine in the past. Case in point: Automating processes like customer onboarding.
Additionally, over 90% of customers think that companies “could do better” when it comes to onboarding new customers.
In this post, let’s review what an automated customer onboarding process looks like and how to automate your own customer onboarding according to Lanos Logic onboarding specialists.So, you might be thinking, “This process sounds like it will be overwhelming, why should my company do this?”
In the case of customer onboarding, automation helps both the company’s internal onboarding team and its customers. By taking on repeatable but helpful tasks, automation allows for companies to focus their human resources towards impactful work that helps customers succeed, such as strategic consultation.”
Jim Huang explains, “Many customers want to self-serve and onboard onto a product at times that work for them. It gives customers flexibility and it’s a lower cost for the company.
How to Automate Customer Onboarding
- Define the goal of automated onboarding.
- Determine what type of automated onboarding you want to introduce.
- Collaborate and align with necessary departments.
- Prioritize the customer experience.
- Mitigate friction.
- Refine over time through customer interactions and feedback.
“Depending on the complexity of the onboarding process/product, humans would need to oversee email replies and support any customers who aren’t succeeding with the automated process.”