Post by ruhaimaromana22 on Nov 4, 2024 1:04:07 GMT -5
Attracting a client is only the first step, the next step is retaining the client. It is important to establish the right interaction with them. If the client encounters difficulties when getting to know your product and cannot benefit from it, they will go to competitors. To prevent this from happening, you need to unobtrusively help the user understand the product, introduce them to all the features, and also come to the rescue in time if needed. Onboarding helps with this.
In this article, we will figure social media marketing service out why onboarding is needed, share the LiveTex chat platform tools for onboarding: website chat, offline form, chatbots, etc., as well as tips for effectively implementing onboarding in your company.
Why is onboarding necessary?
Onboarding is the process of introducing new customers to your product or service. Effective onboarding allows your customers to quickly and easily understand the product so they can use its capabilities to the maximum.
Onboarding solves several problems at once:
Increased loyalty . A customer who understands the product and sees its benefits will stay with you longer.
Reduce customer churn . If a customer doesn't understand how to use a product, they're more likely to leave.
Increased Sales - A positive first experience can lead to additional purchases and referrals.
Online onboarding tools from LiveTex
For effective onboarding, you can use one or more tools. Below we will tell you more about LiveTex tools that will help you quickly help your client understand your product.
Chat for the site
The simplest tool that will help a client with a question is an online consultant on the site. This is a widget that appears after a few seconds of being on the site (in LiveTex you can set the time for the chat window to appear) and offers help.
The chat allows you to quickly answer questions and solve customer problems, as well as collect feedback to improve the user experience.
Feedback form
Offer your customers a convenient way to share their opinions, and you will be able to solve the problem quickly without losing the customer's trust.
Customers can ask questions at any time, including at night when the company's employees are not working. In order not to miss such customers, you can use the feedback form on the website.
In addition, with an offline application, the company can collect customer feedback and promptly respond to negative issues.
Chatbots
Bots will help you improve your customer onboarding process, save time, and increase user satisfaction.
Chatbots answer frequently asked questions, provide instructions and training materials, and collect feedback from users.
LiveTex offers three types of chatbots that can be added to website chat, messengers, and social networks.
Scripted chatbots that operate according to a pre-defined script. They are well suited for simple tasks and providing basic information.
Text-based chatbots that provide answers based on a knowledge base.
Smart chatbots that use artificial intelligence to self-learn and adapt to new situations.
Other online tools we recommend for customer onboarding
Email newsletters
Another method to introduce a client to a product is an email newsletter. It allows you to describe the product's functions and capabilities, share examples of use and useful materials. Usually, immediately after registration, the user receives a welcome letter thanking them for registering and confirming their login details. In subsequent letters, they add more educational content: a description of the service's functions, motivation for action, cases of other clients, etc. For example, we ourselves use a newsletter for onboarding: when registering with LiveTex, a new client receives an automatic welcome letter that describes in detail the first steps of working with the chat platform. In subsequent letters, LiveTex continues to introduce users to the product, shares life hacks and useful tips.
Knowledge Base
This is a special section on the site, where information is collected on how to work with the product and what functions it has. LiveTex has a large knowledge base , which contains many useful articles on using the chat platform, setting up channels and other questions that customers may have while working with the service.
Educational Videos
They explain how to work with the product, its functionality, features and nuances that are easier to show than to describe in text. For example, the LiveTex YouTube channel has training videos that explain how to work with the chat platform: connect channels, set up bot scripts, work with analytics, etc.
How to implement onboarding
Determine who your customers are. Often, the assumed customer profile differs from the actual user. Therefore, it is important not to try to guess, but to know exactly who your customers are. To do this, create a detailed customer profile to understand their needs, pain points, desires, and other useful information. Read more about the customer profile in the article: creating a customer profile for the B2C market.
Segment your target audience. Analyze user interests, visit goals, behavior on the site, and other data that will help divide customers into segments.
Create a customer journey map or CJM . Find out how users from different segments search for your product and what problems they encounter along the way. Study how they interact with your website or app.
Choose the right tools for onboarding within the CJM. Your main goal is to help the user solve his problem. Try to provide benefits to customers, do not overwhelm them with obvious information that will cause negativity.
Track results. Monitor your churn rate, conversion rate, and NPS (Net Promoter Score). This will help you evaluate the effectiveness of onboarding and improve your strategy.
In this article, we will figure social media marketing service out why onboarding is needed, share the LiveTex chat platform tools for onboarding: website chat, offline form, chatbots, etc., as well as tips for effectively implementing onboarding in your company.
Why is onboarding necessary?
Onboarding is the process of introducing new customers to your product or service. Effective onboarding allows your customers to quickly and easily understand the product so they can use its capabilities to the maximum.
Onboarding solves several problems at once:
Increased loyalty . A customer who understands the product and sees its benefits will stay with you longer.
Reduce customer churn . If a customer doesn't understand how to use a product, they're more likely to leave.
Increased Sales - A positive first experience can lead to additional purchases and referrals.
Online onboarding tools from LiveTex
For effective onboarding, you can use one or more tools. Below we will tell you more about LiveTex tools that will help you quickly help your client understand your product.
Chat for the site
The simplest tool that will help a client with a question is an online consultant on the site. This is a widget that appears after a few seconds of being on the site (in LiveTex you can set the time for the chat window to appear) and offers help.
The chat allows you to quickly answer questions and solve customer problems, as well as collect feedback to improve the user experience.
Feedback form
Offer your customers a convenient way to share their opinions, and you will be able to solve the problem quickly without losing the customer's trust.
Customers can ask questions at any time, including at night when the company's employees are not working. In order not to miss such customers, you can use the feedback form on the website.
In addition, with an offline application, the company can collect customer feedback and promptly respond to negative issues.
Chatbots
Bots will help you improve your customer onboarding process, save time, and increase user satisfaction.
Chatbots answer frequently asked questions, provide instructions and training materials, and collect feedback from users.
LiveTex offers three types of chatbots that can be added to website chat, messengers, and social networks.
Scripted chatbots that operate according to a pre-defined script. They are well suited for simple tasks and providing basic information.
Text-based chatbots that provide answers based on a knowledge base.
Smart chatbots that use artificial intelligence to self-learn and adapt to new situations.
Other online tools we recommend for customer onboarding
Email newsletters
Another method to introduce a client to a product is an email newsletter. It allows you to describe the product's functions and capabilities, share examples of use and useful materials. Usually, immediately after registration, the user receives a welcome letter thanking them for registering and confirming their login details. In subsequent letters, they add more educational content: a description of the service's functions, motivation for action, cases of other clients, etc. For example, we ourselves use a newsletter for onboarding: when registering with LiveTex, a new client receives an automatic welcome letter that describes in detail the first steps of working with the chat platform. In subsequent letters, LiveTex continues to introduce users to the product, shares life hacks and useful tips.
Knowledge Base
This is a special section on the site, where information is collected on how to work with the product and what functions it has. LiveTex has a large knowledge base , which contains many useful articles on using the chat platform, setting up channels and other questions that customers may have while working with the service.
Educational Videos
They explain how to work with the product, its functionality, features and nuances that are easier to show than to describe in text. For example, the LiveTex YouTube channel has training videos that explain how to work with the chat platform: connect channels, set up bot scripts, work with analytics, etc.
How to implement onboarding
Determine who your customers are. Often, the assumed customer profile differs from the actual user. Therefore, it is important not to try to guess, but to know exactly who your customers are. To do this, create a detailed customer profile to understand their needs, pain points, desires, and other useful information. Read more about the customer profile in the article: creating a customer profile for the B2C market.
Segment your target audience. Analyze user interests, visit goals, behavior on the site, and other data that will help divide customers into segments.
Create a customer journey map or CJM . Find out how users from different segments search for your product and what problems they encounter along the way. Study how they interact with your website or app.
Choose the right tools for onboarding within the CJM. Your main goal is to help the user solve his problem. Try to provide benefits to customers, do not overwhelm them with obvious information that will cause negativity.
Track results. Monitor your churn rate, conversion rate, and NPS (Net Promoter Score). This will help you evaluate the effectiveness of onboarding and improve your strategy.
