{"id":19707,"date":"2019-08-29T00:00:00","date_gmt":"2019-08-29T07:00:00","guid":{"rendered":"https:\/\/www.helpshift.com\/glossary-term\/customer-onboarding\/"},"modified":"2024-02-21T09:58:22","modified_gmt":"2024-02-21T17:58:22","slug":"customer-onboarding","status":"publish","type":"glossary","link":"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/","title":{"rendered":"Customer Onboarding"},"content":{"rendered":"<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_63 counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title \" >Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/#Why_Does_Customer_Onboarding_Matter_to_Customer_Service\" title=\"Why Does Customer Onboarding Matter to Customer Service?\">Why Does Customer Onboarding Matter to Customer Service?<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/#Customer_Onboarding_Best_Practices\" title=\"Customer Onboarding Best Practices\">Customer Onboarding Best Practices<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/#How_Helpshift_Supports_Customer_Onboarding\" title=\"How Helpshift Supports Customer Onboarding\">How Helpshift Supports Customer Onboarding<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/www.helpshift.com\/glossary\/customer-onboarding\/#Additional_Information_About_Customer_Onboarding\" title=\"Additional Information About Customer Onboarding\">Additional Information About Customer Onboarding<\/a><\/li><\/ul><\/nav><\/div>\n\n<p>Customer onboarding refers to the very first part of the customer journey and the active role companies can take in making this experience a positive one that ultimately will ensure a higher lifetime customer value. The process of customer onboarding varies from company to company, but it typically entails a process of establishing a relationship with the customer through various activities and feedback.<\/p>\n\n\n<div class=\"wp-block-image\">\n<figure class=\"aligncenter is-resized\"><img decoding=\"async\" src=\"https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/Ideal_duration_for_a_customer_onboarding_framework.png\" alt=\"\" class=\"wp-image-6006\" style=\"width:644px;height:273px\"\/><\/figure><\/div>\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Why_Does_Customer_Onboarding_Matter_to_Customer_Service\"><\/span><strong>Why Does Customer Onboarding Matter to Customer Service?<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>In all types of companies \u2014&nbsp;not just retail and service-oriented companies \u2014&nbsp;customer onboarding is critical to introducing your customer to your brand in a positive way. It sets your customer up to experience the highest level of success with your product or service, and educates the customer on everything they need to know to interact with your brand. Putting customer onboarding processes in place up front ensures that future interactions with customers will be as positive as possible. That\u2019s good for your customers, and good for your brand.<\/p>\n\n\n\n<p>For companies in which churn rate is high, customer onboarding becomes an even more critical factor in retaining as many customers as possible after signup or first purchase. For subscription-based businesses, <a href=\"https:\/\/info.recurly.com\/research\/churn-rate-benchmarks\" target=\"_blank\" rel=\"noopener\">Recurly Research found<\/a> that the typical churn rate for B2B companies is 5%, while the typical churn rate for B2C companies is over 7%. The more you can lower this number, the fewer new customers you have to find to compensate for churn rate, and the higher your overall revenue success.<\/p>\n\n\n\n<p>Bottom line: customer onboarding should establish a long-term relationship with customers whenever possible.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Customer_Onboarding_Best_Practices\"><\/span><strong>Customer Onboarding Best Practices<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>However, the customer onboarding process looks different for every company. Some common best practices include:<\/p>\n\n\n\n<ol>\n<li>Communication with new customers early on to establish a rapport<\/li>\n\n\n\n<li>Customizing their experience and making it more personal<\/li>\n\n\n\n<li>Answering any customer questions up front and clarifying their expectations of your product or service<\/li>\n\n\n\n<li>Collection of customer data you can use to further your relationship and serve your customer better as you go<\/li>\n<\/ol>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"How_Helpshift_Supports_Customer_Onboarding\"><\/span><strong>How Helpshift Supports<\/strong> <strong>Customer Onboarding<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<p>The ability to introduce and integrate bots into your customer service strategy greatly elevates the customer onboarding experience you offer. With Helpshift, you can apply AI automation to certain applications, such as classification and labeling of incoming customer queries, so that customers are always delivered to the channel, agent, or experience that will answer their questions and solve their problems quickly.&nbsp;<\/p>\n\n\n\n<p>With access to QuickSearch Bots hooked up to your knowledge base, customers can get questions answered quickly and can get to know your product or service more easily in a pinch. And for customers that need more hand-holding or have an anomalous question a bot can\u2019t instantly answer, Helpshift\u2019s Connected Customer Conversations model means customers can get connected to a human agent quickly, within the conversational interface they\u2019re already using. It provides continuity in the customer experience, enabling brands to better leverage the customer relationship.<\/p>\n\n\n\n<p>From the beginning of customer onboarding, the customer experience is fluid, intuitive, and friction-free.&nbsp;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><span class=\"ez-toc-section\" id=\"Additional_Information_About_Customer_Onboarding\"><\/span><strong>Additional Information About Customer Onboarding<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h3>\n\n\n\n<ul>\n<li>Blog: <a href=\"https:\/\/www.helpshift.com\/blog\/introducing-connected-customer-conversations-and-helpshift-for-phone\/\">Introducing Connected Customer Conversations and Helpshift for Phone<\/a><\/li>\n<\/ul>\n","protected":false},"author":8,"featured_media":19708,"template":"","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"_kad_blocks_custom_css":"","_kad_blocks_head_custom_js":"","_kad_blocks_body_custom_js":"","_kad_blocks_footer_custom_js":"","_kad_post_transparent":"","_kad_post_title":"","_kad_post_layout":"","_kad_post_sidebar_id":"","_kad_post_content_style":"","_kad_post_vertical_padding":"","_kad_post_feature":"","_kad_post_feature_position":"","_kad_post_header":false,"_kad_post_footer":false,"footnotes":"","_links_to":"","_links_to_target":""},"categories":[1],"acf":[],"taxonomy_info":{"category":[{"value":1,"label":"Uncategorized"}]},"featured_image_src_large":["https:\/\/www.helpshift.com\/wp-content\/uploads\/2022\/04\/Ideal_duration_for_a_customer_onboarding_framework.png",940,400,false],"author_info":{"display_name":"Erik Ashby","author_link":"https:\/\/www.helpshift.com\/author\/erikhelpshift-com\/"},"comment_info":"","_links":{"self":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19707"}],"collection":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/users\/8"}],"version-history":[{"count":3,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19707\/revisions"}],"predecessor-version":[{"id":30246,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/glossary\/19707\/revisions\/30246"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media\/19708"}],"wp:attachment":[{"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/media?parent=19707"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.helpshift.com\/wp-json\/wp\/v2\/categories?post=19707"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}