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Customer Onboarding is a Snap with Templet
As the saying goes, “you never get a second chance to make a first impression”. When it comes to customer onboarding, the period of time right after the purchase is critical to establishing your relationship and—if it doesn’t go well—could quickly turn a lifetime customer into one more churn statistic.
The key is to make sure your customer knows where to start with your solution by providing your team with a scalable onboarding process that reduces support requests and ensures adoption and usage. That way, your customer learns to use your solution in a way that helps them achieve their goals, ultimately coming to the conclusion that your product lives up to their expectation and your brand’s promises.
Templet’s Customer Onboarding Program is designed to put the process on autopilot, creating a single source of truth for product and activation-related inquiries that eliminates customer frustration and friction. By streamlining and standardizing the onboarding process, our program promotes feature adoption, minimizes unnecessary service and support calls and increases the likelihood of service renewal.
How does it work?
Our Customer Onboarding Program kicks off with a “welcome aboard” email/instant message sequence crafted to immediately begin bringing the customer up-to-speed with the new solution.
It also includes:
- Email/communication sequence design;
- Content creation;
- A “Get Started” page with tutorials, product documentation and demos;
- The means to easily enroll new customers
Designed to go beyond basic customer onboarding, the program includes support for multiple use cases, including instances where:
- The buyer (the person who submitted the purchase order) is different from the user.
- Deployment work is needed on the customer end, requiring complex onboarding sequences with multiple stakeholders.
- Sales are processed through channel-partners, requiring self-service options allowing extended teams to replicate internal best practices.