A customer onboarding website is a great way to build meaningful customer relationships and improve retention rates. However, you might not know how to get started. Fortunately, there are some best practices to aid your efforts, like sending welcome emails and setting up a robust knowledge base.
In this post, we’ll take a closer look at customer onboarding websites and their benefits. Then, we’ll discuss five top tips to help you create an effective onboarding site. Let’s get started!
An Introduction to Customer Onboarding Websites
Onboarding processes can take different forms. For example, you might build an email list and send informative material to your subscribers. You could even provide virtual product tours on your site.
A customer onboarding website acts as the very first stage of the user journey. Essentially, it should encourage users to try your products:
There are several benefits to creating an onboarding site for your business. For starters, it enables you to deliver an excellent first impression. By collating all of your important resources, you can make your brand look more professional.
It can also help you increase retention rates as customers make their way through the user journey. This is because an onboarding site enables you to offer more details about your products and demonstrate their extensive functionality.
What’s more, an onboarding site can be a great way to generate new leads since customers can test out products before committing to a purchase. You can showcase items in an organic way and create an environment where education is prioritized over hard selling.
How to Create a Customer Onboarding Website (5 Tips)
Now that you know the benefits of an onboarding website, let’s take a look at five useful tips to help you create your own.
1. Send Welcome Emails
Sending welcome emails can help you build a sense of community and make customers feel appreciated. For example, you might congratulate them on their first purchase and thank them for choosing your company.
Then, you can proceed by showing them how to manage their account, enable notifications, or change passwords:
You may also want to personalize your emails to help keep clients onboard. In a recent study, 62% of consumers said that a brand would lose their loyalty if it delivered an impersonal experience.
To get started, you’ll need to choose an email marketing provider like Sendinblue. With this tool, you’ll be able to build effective onboarding campaigns, automate tasks, and more.
2. Provide Access to Tutorials
Onboarding websites give you the opportunity to guide customers in the use of your products. For example, you can provide access to product tours, video guides, and tutorials.
By presenting this information in an engaging way, users will be able to understand the value of your offer. This may prompt them to complete a purchase or make an additional order:
On top of this, tutorials can help you nurture more meaningful relationships with users. For instance, you can host these videos yourself, allowing customers to put a face to the company. This can be a great way to build trust among your clientele.
3. Set Up a Knowledge Base
Even with access to tutorials, some customers may still have some questions about your product. If you don’t address these questions, users may leave your site and go to your competitors. Therefore, you might want to consider setting up a knowledge base.
There are plenty of ways to do this. For example, you could build an FAQ page on your website using a plugin like Ultimate FAQ:
Alternatively, you might compile a downloadable guide with instructions for using your products. This way, customers are able to solve their own problems instead of having to reach out to your support team.
Plus, it’s super convenient. They can find the answers they need on your website and return to the knowledge base any time they want.
4. Offer Customer Support
Although a knowledge base can help customers resolve common problems, it’s unlikely to address every single issue a user may face. That’s why it’s important that people are able to get in touch with you when they need to.
When creating your customer onboarding website, it’s a good idea to provide access to multiple customer support channels like email, phone, and live chat. There are plenty of tools that can help you implement these channels.
For instance, LiveChat is a complete solution that enables you to provide support in real-time:
When choosing your support channels, you’ll want to consider the age of your target customer. For example, older people may prefer to speak to a real person rather than a chatbot. Meanwhile, young people are more technologically savvy and they might prefer to use an automated system.
5. Check in with Customers
Not all customers will get in touch when they have a problem. Perhaps they think it’ll take too long to make contact with you, or they expect the process to require a lot of effort.
Therefore, it’s a good idea to check in with customers to see if they’re happy with the product or if they have any questions. You might also ask for feedback to show customers that you’re invested in their needs.
At the same time, it’s important to celebrate every “win” that customers score on your site. You can use a plugin like MyCred to hand out digital rewards like points, ranks, and badges:
You might reward customers for purchasing a new product, creating an account, or finishing a tutorial video. By recognizing every small achievement, you can make the customer experience more interactive and engaging.
Creating a customer onboarding website enables you to showcase your products in their best light and deliver an excellent user experience. Better yet, you can increase your chances of success by following some best practices such as setting up a knowledge base and providing access to tutorials.
Do you have any questions about how to create a customer onboarding website? Let us know in the comments section below!
Photo by Liza Summer
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