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Onboarding or customer onboarding refers to the entire process of walking your new customers through your product or service. Customer onboarding is an extremely important aspect of great customer service because it sets the tone for your long-term association with a customer.
A poor onboarding experience can lead to customer churn especially if your customers feel lost, don’t understand how to use your product or service, or don’t see your product serving their needs.
Customer onboarding typically includes:
- A personalized welcome email/in-app message
- A guided video tutorial
- Interactive walk-throughs of your product’s features
- Links to knowledge base articles
- Routine check in emails and calls
