How to Develop a Digital Onboarding Strategy

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Your onboarding strategy is crucial to ensuring that your customers have a great experience. It sets the tone for the rest of the customer journey and should be strategic, helpful, and proactive. One of the biggest challenges of digital platforms is ensuring that users understand how to use the platform quickly and effectively. Onboarding is the most important part of the customer journey, and can help you retain your customers. Find out how digital KNOW YOUR CUSTOMER processes can assist by going to

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Digital onboarding strategy begins with defining customer expectations. For instance, if your product requires customers to fill out a form, ensure that the process is simple and easy to use. It should be user-centric and reiterate the value proposition, and prepare users for any setbacks that might arise. If your customers feel prepared, they’ll be more likely to stick with the product, even if it’s difficult or frustrating at first.

To do that, your company should collect contact information, including email addresses and mobile phone numbers. That way, it can follow up with reminders or other means of communication if needed. Otherwise, your customer may abandon the process and never return. It’s equally important to contact new customers early and often, to ensure that they start using their account as soon as possible.

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A digital onboarding strategy should also include identifying the information that new customers need to get the most from their purchase or experience. Not providing the right tools can leave a bad first impression, preventing them from completing other essential onboarding tasks.

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