When done right, onboarding can build trust, clarify expectations, and create a positive first impression that lasts. Here are eight steps from our outsource digital marketing services team to create a frictionless client onboarding process that will make it easy for your clients to work with your agency.
- Map the Client Journey
Start by mapping the client’s journey. This involves outlining every touchpoint your client will encounter from the moment they sign the contract to the completion of the onboarding process. Visualise the entire experience from your client’s perspective. This will help you identify potential pain points and opportunities for improvement.
For example, you might begin with the initial welcome email, followed by a detailed project kickoff meeting, regular update emails, and finally, a satisfaction survey.
- Prioritise Friction Points
Next, prioritise the friction points you identified during your mapping process. Not all friction points are created equal—some will have a more significant impact on the client experience than others. Focus on the most critical issues first.
For instance, if clients often struggle with understanding project timelines, prioritise creating a clear, easy-to-follow timeline template. Addressing these areas will yield the greatest improvements and make the process smoother and more enjoyable for your clients.
- Craft a Compelling Welcome
First impressions matter. Craft a compelling welcome that sets the tone for the relationship with your customer. This could be a personalised welcome email, a beautifully designed welcome packet, or even a video message from your team.
For example, you could send a welcome package that includes a handwritten note, a branded notebook, and a guide that outlines the next steps in the onboarding process. Make sure your welcome message conveys your excitement to work with them and provides an overview of what they can expect during the onboarding process.
- Embrace Automation
Automation can be a game-changer in creating a frictionless onboarding process. Use automated tools to handle repetitive tasks like sending welcome emails, scheduling meetings, and sharing necessary documents.
This not only saves you time but also ensures that nothing falls through the cracks. Tools like CRM systems, email marketing platforms, and project management software can help streamline these tasks. A CRM system can automatically send a series of onboarding emails that guide clients through each step of the process.
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- Segment Your Onboarding
Every client is unique, so a one-size-fits-all onboarding process may not be effective. Segment your onboarding process based on client needs, project types, or industries. Tailoring the onboarding experience to fit different client segments shows that you understand and value their specific needs.
You could create different onboarding tracks for small businesses, large corporations, and non-profits. This personalised approach can significantly enhance their experience and satisfaction.
- Leverage Self-Service Resources
Empower your clients with self-service resources. Create a knowledge base, FAQ section, or video tutorials that clients can access at their convenience. For instance, develop a series of video tutorials that walk clients through common tasks, such as using your project management software or understanding your reporting dashboard.
These resources can help clients find answers to common questions and solve minor issues independently, reducing their reliance on your support team and speeding up the onboarding process.
- Schedule Onboarding Calls
Despite the efficiency of automation and self-service resources, nothing beats personal interaction. Schedule onboarding calls to walk your clients through the process, address their questions, and provide a more personalised experience.
It’s important to go over the project plan, introduce key team members, and answer any initial questions the client might have. These calls are an opportunity to build a stronger relationship and ensure that your clients feel supported and valued.
- Gather and Implement Feedback
Finally, gather feedback from your clients about the onboarding process. Ask them what worked well and what could be improved. Use this feedback to make continuous improvements to your onboarding process. Implementing client feedback shows that you value their opinions and are committed to providing the best possible experience.
Once your client is onboarded, it’s time to wow them with exceptional services. For expert help, outsource digital marketing services to our white label team.
