
By guest author Jason Silberman
Onboarding new customers to your software can seem like a daunting task, especially in the era of ever-growing customer expectations. If onboarding is slow, unattended customers will wander off to competition, and optimizing customer risk management is key. Obstacles such as these are compounded by the fact that customers expect to get a product that is tailored to their needs, works properly every time it is used, and is backed by adequate customer support.
Though there are strategies in place for dealing with the challenges of customer onboarding, many are unfeasible or have proven a failure. Below are six onboarding mistakes you should avoid if you want to convert your early adopters to permanent customers.
Avoid These Customer Onboarding Mistakes
1. Making Promises your Product Can’t Keep
Your product took a lot of time, effort, and thought to develop, and it’s easy to fall into the temptation of using adjectives like “groundbreaking”, “revolutionary”, and “life changing” that might not be entirely accurate. Beware of falling into the trap of overpromising, as if your customers don’t experience the same value that you do, they probably won’t stay onboard long. Consider finding a neutral third party to read your copy and describe the experience he or she imagines. If the descriptions don’t match up, you’ve got a marketing disconnect that needs to be resolved.
2. Making Users Work for Rewards
Users don’t have the unlimited attention spans, so it’s your job to get them signed up for your product and experiencing benefits as soon as possible. Don’t make your users jump through hoops or put in a lot of time before they see benefits. Onboarding isn’t about training users on every feature of your interface right away. Instead, focus on getting them to the first small win that demonstrates your value as fast as you can.
3. Slow Response Times to Support Requests
When a customer perceives that response times are too slow, there is a greater chance that they will find another product to serve their needs. Responsive customer support is important at any point in the sales cycle, but it is particularly important during the onboarding process. Be prompt and proactive when responding to customer support tickets so as to ensure that you will convert your early adopters into loyal users and brand advocates.
4. Making Your Software Too Difficult to Learn and Operate
In general, user experience on a software is very important, but it’s especially critical when you are talking about onboarding users to a new software. When new users go through the initial process of getting started with a software, there is a clear need to get them up to speed quickly and effectively, so that they can begin to receive the value they invested in. Adoption is really about the user recognizing that the software is solving the problems that he is facing, and for that recognition to happen, user onboarding must be fast and easy.
5. Ignoring Analytics
Analytics are a must-have. Begin collecting data on who is accessing your site and what they do once they’re there as soon as you begin your onboarding process. Having this information lets you refine your onboarding process to better address your customer’s needs. Using analytics will allow you better understand what your customers are looking for in a user experience and help you deliver it. If your product fails to meet customer needs, causes frustration to users, or becomes cumbersome to use, your customer may conclude that the product is not for them.
6. Making Assumptions about Your Customers
Don’t mistake your own passion for your product with a good understanding of customer needs. Even companies with the best buyer research and profiling can make the mistake of getting excited over adding features that they forget to ask whether customers want these features to begin with. Make regular customer engagement part of your onboarding process. Connecting with your users can provide valuable insights.
Onboarding can be difficult, and although no two onboarding strategies will be exactly the same, all successful onboarding strategies feature a consistent desire to discover and deliver the needs of the customer, honesty about the product being delivered, and a commitment to ongoing customer support.
Want more LMS insights? Replay our on-demand webinar:
How to Succeed at Extended Enterprise Education: Strategies for Learning Engagement
Convincing employees to engage in training is hard enough. So what happens when you want to educate customers, channel partners and others across your extended enterprise? Relevant content is a start, but it is not enough.
What else does it take to succeed?
Join John Leh, CEO and Lead Analyst at Talented Learning, and Kevin Hanegan, VP of Knowledge and Learning at Qlik, as they explore learning strategies that win extended enterprise hearts and minds. They discuss:
- Innovative marketing techniques to attract external audiences
- Methods for improving content quality and contextual relevance
- How to motivate learners with contests and rewards
- Creative ways to leverage video for stronger engagement
- What custom mobile apps can do to drive continuous learning
- How to measure, analyze and improve your impact, over time
REPLAY THE WEBINAR NOW!
Need Proven LMS Selection Guidance?
Looking for a learning platform that truly fits your organization’s needs? We’re here to help! Submit the form below to schedule a free preliminary consultation at your convenience.
About Guest Author Jason Silberman
Jason Silberman is the Lead Author & Editor of Training Station Blog. Jason established the Training Station blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to training, learning and development.
You can connect with Jason through LinkedIn, Facebook or follow the blog at @tstationblog
Share This Post
Related Posts
Top LMS and Learning Systems Predictions 2023
What learning solutions trends will shape 2023? Check these top 10 LMS and learning systems predictions from industry analyst and consultant, John Leh
5 Ways to Buy an LMS You Will Hate
If you're in the market for a learning system, beware. It's all too easy to buy an LMS you will hate. Learn how to avoid common purchasing pitfalls...
LMS License Models: Top 9 Ways to Buy
What are the most common LMS license models? Find out what our research reveals, so you can choose a learning platform that best meets your organization's needs.
2022 Top 40 Learning Systems Award Winners
Which learning systems are best for corporate learning? Find out about the top 40 learning systems award winners for 2022.
Interactive Video – Top LMS Features
Turning basic instructional video content into engaging interactive video is one of the hottest trends in training. Find out how leading LMS platforms are supporting this with innovative features...
LMS Workflow Automation: What’s New?
What should learning professionals know about LMS workflow automation? Our Lead Analyst, John Leh, shares results from recent vendor research.
AI in LMS – 10 Must-See Innovations for Learning Professionals
Artificial intelligence is gaining traction in the learning systems market – and with good reason. Find out which very real AI in LMS innovations are making a big impact...
Channel and Partner Learning: Top 10 Case Studies
Case studies are an ideal way to determine the strengths of any LMS vendor. This post highlights the top 10 channel and partner learning case studies we've found when researching learning systems that serve a cross-section of industries...
The Business Case for Customer Learning
Building the business case for customer learning is easy. All you need to do is compare trained vs. untrained customers and their buying, renewing and customer support habits to see the measurable benefits. Learn more...
FOLLOW US ON SOCIAL