Customer onboarding goes beyond just product demos. It encompasses all the tactics, strategies, and programs you have to guide users towards finding value in your products and services and encouraging purchases.
It’s so vital to customer retention and conversion rates that businesses constantly look for ways to improve its effectiveness. 9 out of 10 customers believe that there is room for improvement when it comes to user onboarding.
One approach that requires your attention is high-touch customer onboarding for SaaS companies. High-touch onboarding is especially useful in the software market, as these businesses have the means to demonstrate features and platforms through engaging virtual IT environments.
But first, what is high-touch customer onboarding, and why does it matter? If you want to give your potential customers even more reason to choose you over the competition, find out how to create a high-touch onboarding experience.
Low-touch onboarding methods like self-service onboarding involve minimum intervention from the company itself and largely depend on the customers to navigate their own discovery of the product. By contrast, a high-touch approach requires the business to play an active role in providing a personalized journey for the customer.
Both options have their advantages. Low-touch makes sense for relatively simple onboarding procedures with many participants to whom to present. It’s a more scalable form of onboarding that gives your teams more time to focus on product development.
High-touch, however, is more personalized and caters to the users’ needs more comprehensively. Use high-touch onboarding if you’re serious about creating a lasting first impression for high-value customers or if your product is complex with multiple features and stakeholders involved.
Taking the high-touch route means focusing more on individual customers and their experiences. During this type of onboarding session, the company watches more closely and tweaks every step of the customer journey.
The result is that customers feel more valued. They never feel lost and trust your brand more, as you are always there for their success. Going high-touch also makes sense when:
When done right, a high-touch onboarding experience generates more revenue, more referrals from customers, and more recurring purchases.
High-touch SaaS onboarding is all about planning. A few steps and best practices to get you started, follow.
High-touch onboarding overall means more touchpoints between your internal teams and your potential customers. A constant two-way conversation between the two maximizes the chance of generating conversions in the end.
From covering complicated features to the specific needs of your participants, high-touch onboarding makes sense when you have a lot to explain to your potential customers.
Set up this hands-on approach to user onboarding with a virtual IT environment, the most comprehensive way to explain and demonstrate a new software solution in real-world terms.