You’ve invested time and money to create a brilliant marketing plan, and customers are starting to sign up for your product. But you soon notice that most of your customers aren’t returning after the free trial expires. This might be a sign of poor customer onboarding.
Even businesses with the most intuitive, well-designed platforms need to explain to clients how to use their software. The reason is simple – no one is going to stick with a tool that they don’t know how to use. A great customer onboarding strategy guides users every step of the way, making sure they always have the necessary information to give them an excellent product experience.
From video guides to built-in step-by-step tutorials, there are many ways companies can help clients understand how to use their platform. Webinars are also a great option, as users can get a live run-through of the software and have their questions answered instantly by an expert. And by adding webinars to your arsenal, you’ll improve your customer onboarding tremendously.
When onboarding new customers, communication is critical. You can add all types of written guides to your help center, but the best way to show how a product works is by presenting it. Webinars allow you to efficiently run full product tours for multiple customers simultaneously and you have the option of doing one-on-one onboarding for your premium users. Unlike video tutorials or self-service product tours, webinar software such as LiveWebinar comes with interactive tools including Q&As and a built-in chat. This way, you can speak with your customers and answer their questions right away without them having to go through your support channels.
Most platforms record your sessions, allowing you to create on-demand webinars. And if your sessions contain evergreen content, you can kill two birds with one stone by repurposing your webinars. For example, you can use footage from your webinar to create short tutorial videosand publish them on YouTube or your help center. Some software – like GoToWebinar – also comes with a built-in video editor to help you out.
But even full unedited recordings are reusable. For instance, a previous ‘how to’ webinar is always helpful – especially when users can access it on demand. So, it’s a good idea to create a dedicated section on your website to share your latest webinars.
Every time you improve your service, you need to explain how to use the updates. Of course, it’s a good idea to send a newsletter and write a blog article highlighting your latest improvements. But some of your customers will find it more useful to attend a 30-minute webinar where you explain what’s new. That’s why hosting regular webinars that show off new features is a highly beneficial method of enhancing your customer onboarding experience. Plus, clients will be able to ask you questions that you can later compile into a comprehensive FAQ section.
Usually, webinar hosts get the spotlight during a session. But a great way to build a community is by hosting open conversations where clients can take center stage and ask anything they want. This allows you to understand the challenges customers face when using your platform, which you can use to improve your overall onboarding strategy.
For example, let’s say that your users frequently tell you that they’re having trouble understanding a specific tool. You can use this information to improve your service by making the feature more intuitive and update your customer onboarding strategy. Webinar providers like Demio are perfect for customer feedback, as they let hosts invite attendees to use their camera and microphone.
Hosting customer onboarding webinars isn’t easy. But if you take advantage of webinar features and follow best practices, you’ll become a master of customer onboarding in no time. For example, webinar software tools like screen sharing and whiteboard are perfect for explaining how something works visually. Meanwhile, you should always save some time for a Q&A sessionto make sure customers don’t leave your webinar with any lingering questions. Plus, having a chat moderator to keep up with live chat allows you to completely focus on your presentation without stopping to interact with attendees.
Webinars are also the perfect place to share resources. You can write a thorough guide of how to use your platform and share it using the handouts feature. And don’t forget to ask attendees to answer a quick survey at the end of the session to get feedback and find out where you can improve. Finally, if your service works differently depending on the use case, we suggest hosting separate onboarding webinars catered to specific industries.
It might take a while to perfect your customer onboarding strategy. But when you combine webinars with other customer onboarding tactics and excellent customer support, your customers will become your biggest advocates.
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