Customer onboarding sets the tone for the entire customer journey. This approach goes beyond simply integrating new users; it also involves crafting a bespoke journey.
And this is where Salesforce steps in as your behind-the-scenes maestro.
Think about real-time data, user-friendly interactions, and interfaces that make your customers feel at home while they onboard.
Immerse your customers into products with self-service onboarding
Self-service onboarding is like unlocking a significant advantage, and it is more than just a process. It is about creating an effortless experience that both businesses and users can appreciate.
Using a product-led onboarding method means that users are not just shown a product, but are actually guided to use its features and capabilities. Relevant information and guidance also aid in self-service enrollment. Businesses can give specific advice to users based on their needs and preferences.
The self-service onboarding is flexible and can be done at a pace that suits different learning styles and schedules. Individuals can progress through the onboarding process at their own speed, absorbing information at a rate that suits them.
From a business perspective, self-service onboarding is easy to scale. As more people use the service, it becomes easier for businesses to handle more users without having to hire more people. This scalability is especially beneficial for businesses experiencing rapid growth or expansion.
Salesforce helps you perfect customer onboarding. In a world where first impressions matter, it is your key to creating onboarding experiences that stick, keeping customers happy, engaged, and returning for more.
Create digital experiences with Experience Cloud
Experience Cloud is your gateway to crafting exceptional digital experiences that resonate with users from the first interaction.
Personalization
Offering customized onboarding journeys, businesses can tailor the onboarding process to meet the needs and preferences of each user. This approach extends to content and workflows, which are prepared and offered within Experience Cloud.
75% of business buyers say sales conversations are more asynchronous than they used to be.
Source: State of the Connected Customer Report, Fifth Edition, Salesforce
Branding
Provide a consistent and immersive brand experience across the entire digital journey with templates designed according to your brand style. Users can easily identify and connect with the brand, fostering a sense of familiarity and trust.
Resources
From knowledge bases to FAQs, tutorials, and training materials, users have access to a wealth of information at their fingertips. Self-service portals allow them to navigate and explore on their own terms, enhancing the overall user experience.
Some customers take to self-service more readily than others. Millennials, in particular, like to take case resolution into their own hands, with their use of self-service outpacing even that of Gen Zers
Source: State of the Connected Customer Report, Fifth Edition, Salesforce
Monitoring
Experience Cloud provides the necessary tools for individuals seeking progress tracking and a touch of gamification. Users can monitor their journey, track achievements, and engage in gamified elements that add a touch of fun and motivation.
CRM Integration
The integration with Salesforce CRM is a seamless bridge between the digital experience and customer relationship management. Therefore, every interaction within Experience Cloud is informed by real-time customer data, creating a cohesive and informed journey.
Accessibility
The cloud-based experience is compatible with any device. Whether users prefer desktops, tablets, or mobile phones, the digital experience remains consistent and user-friendly.
The number of customers who prefer to engage on organizations’ dedicated mobile apps is now almost equal to those who want to be met on messenger apps they use in their personal lives, like WeChat and Google Hangouts
Source: State of the Connected Customer Report, Fifth Edition, Salesforce
Experience Cloud is a tool for businesses looking to elevate their digital experiences. It is a comprehensive solution that empowers businesses to create immersive and engaging journeys for their users.
Use omnichannel communication in the onboarding process
To help a new customer, you need to talk well with them. That means implementing an omnichannel approach and using different ways of communication: emails, social media, and in-app messages. A unified platform that connects data and creates a consistent narrative across channels is essential for a seamless experience.
Engagement is as omnichannel as ever, with customers turning to an average of nine different channels to communicate with companies.
Source: State of the Connected Customer Report, Fifth Edition, Salesforce
Omnichannel communication helps to gain a more in-depth understanding of the customer journey by tracking interactions across channels. This allows businesses to anticipate needs and proactively address concerns.
Moreover, the consistency achieved through omnichannel communication strengthens client relationships. Whether customers engage via email, social platforms, or in-app, they experience a unified brand presence that reinforces trust and loyalty.
By strategically utilizing omnichannel communication, businesses can turn customer onboarding into a harmonized and impactful journey that resonates with users on every level.
Evaluate the success of the self-service onboarding
With Salesforce’s powerful tools for analyzing and reporting, it’s easy to see if customer onboarding is working well. You can check out key numbers like:
- User Activation Rate, which measures the percentage of users who sign up for the platform.
- Time-to-Value, which measures how quickly customers realize the value.
- Churn Rate, which tracks customer turnover.
- Conversion Rates, which tracks how many trial users sign up for the platform;
- and Customer Contentment.
Salesforce gives businesses a complete picture of these numbers and helps them make their onboarding plans better to get the best results.
Improve customer experience with self-service onboarding
Experience Cloud and Omnichannel Communication work together to create a new way for users to start using services on their own. Users are no longer just passive participants, they are now empowered to guide their journeys.
This game-changing approach ensures that users experience a tailored and cohesive journey and business opens up new avenues, elevating the onboarding experience.
Case Study
Virtana: Salesforce Managed Services
Managing day-to-day Salesforce operations
