7 Best Practices for Onboarding Customers

Ben Aflalo
Ben Aflalo

Head of Product at Gloww

customer onboarding best practices

Customer onboarding essentially focuses on giving your customers the information they need to get the most out of what you’ve sold them. Some of this can be delivered during the sign-up process, but you need to go further than that if you want to turn a one-time transaction into a long-term relationship. 

Companies that ignore customer onboarding best practices are going to struggle when it comes to customer retention, especially if they operate in a competitive field. Looking to grow your clientbase and expand? Struggling to keep customers engaged after that first sale? Read on for the lowdown on what you need to know about overhauling the onboarding experience for your customers. 

Why is Customer Onboarding Important? 

Many people think that the customer onboarding process begins and ends by introducing a client to a service or product. In fact, this is just the start of the customer journey. While the user onboarding process is certainly a showcase of your product, it also needs to let customers know how they can make full use of it. 

What’s more, good customer onboarding experiences let you get to know your client base better. By actively listening to what customers have to say and asking the right questions, you’ll be able to address every one of their pain points. During the customer onboarding experience, you’ll be able to illustrate how your product can make every single one of those points a thing of the past. 

The better you manage an onboarding program, the happier your clients will be. You can turn one-time customers into lifelong advocates, as well as generate some valuable word-of-mouth referrals. 

Companies of any size need to be thinking seriously about their customer onboarding strategy. SaaS companies operate in an increasingly competitive sector, making tailored SaaS onboarding programs all the more important. If you fail to engage with an effective customer onboarding strategy, you’re giving your clients the green light to head elsewhere. 

best practices for onboarding customers

7 Best Practices for Onboarding New Customers 

Struggling with onboarding flow? Need some help hammering out that onboarding checklist? Below are some of the most important customer onboarding practices to remember. 

1. Map the Journey for Your Clients 

For best results, make sure you’re giving your customers a clear overview of what to expect from the onboarding process. The easiest way to do this is by creating an onboarding workflow roadmap. Keep things simple and identify key checkpoints in the journey. Very few roadmaps are going to be identical, but there’s a lot of shared DNA. The more prepared onboarding users feel, the more likely they’ll be to ask questions and get the most out of the experience. 

2. Choose the Right Onboarding Software 

Once you’ve nailed down the finer points of your onboarding program and created a roadmap for users, you’re ready to select software. At a bare minimum, you’ll need something that will let you connect with clients. However, you’ll also want rich features like the option to add video and interactive elements. The right tools leave you with endless options, allowing you to integrate things like product tours, product walkthrough videos, and more. Gloww has an interactive onboarding template you can use for this purpose.

3. Set Clear Milestones and Consider Customer Expectations 

To ensure maximum success, you need to pre-empt what your customers expect from your product and/or service. Once you have a clearer idea of what your customers are expecting, you can more confidently set milestones for individual customer journeys

Even a slight miscommunication can result in an unmet deadline or deliverables that fall short of requirements. This can put a serious dampener on a burgeoning customer relationship. By understanding and being able to manage expectations right off the bat, you can set realistic milestones and ensure everyone’s happy. 

4. Treat Your Customers to Tailored Experiences 

This can seem like hard work if you have a broad client base. However, it’s important to customize the onboarding process as much as possible. Individualizing the experience doesn’t just make your customers feel valued, it also sets the tone for customized account management

This all starts with remembering the fundamentals of user experience. Make sure your onboarding process is accessible and provides real value to customers. When in doubt, look for existing onboarding examples for inspiration. Now you’re in a position to incorporate more tailored content. This will be an ongoing process, so touch base with customers regularly to monitor engagement and satisfaction levels. If any part of the process is falling short, you’ll be able to make the necessary improvements quickly. 

5. Use Activities to Engage Customers During the Onboarding Process 

Even with a heavily customized onboarding program, it can be a struggle to engage clients with the process. To mix things up, consider introducing rich media and interactive elements during onboarding. A well-executed webinar can work wonders for customer engagement and add to your knowledge base. However, even rudimentary video tutorials will prove welcome. 

Some customers may prefer a by-the-numbers Q&A session, while others may need a guiding hand to address specific pain points. The more you interact with your customers, the more informed you’ll be when deciding on which onboarding activities work best. 

Here is a list of 49 engaging icebreakers, as well as 6 ideas on how to spice up a remote presentation

6. Always Follow Up with Customers 

Don’t assume you’re ready to say farewell to a customer just because the sign-up process is done and dusted. Instead, focus on great customer service and look forward to a long-term relationship. At the end of onboarding, make sure customers know who they need to reach out to should they have any queries. In most cases, this will be a dedicated account manager.

customer onboarding best practices

7. Do Your Customers Have Everything They Need? 

You’ll learn a lot about your customers during onboarding. However, customer needs change over time. This could happen as soon as they start using your product or service. To minimize churn rate, use a customer success manager to check in occasionally and keep those lines of communication open. 

Why Include a Video Conferencing Solution in Your Onboarding Strategy?

If you want to streamline your onboarding process, it makes sense to invest in a full-featured video conferencing platform. Video is an effective tool for onboarding, helping automate certain processes and making things more interesting than an uninspired email chain. 

Positive Onboarding Experience

Video can dramatically enhance customer onboarding experiences. Are you having trouble keeping customers engaged with lengthy product tours? Why not switch to succinct demo videos instead? The key advantage here is you can cover a lot more ground in relatively little time. 

Continuous Learning

A successful onboarding can set the tone for continuous learning. With the right content, you can ensure your customers are always up-to-date on the latest product developments and troubleshooting guides. This not only results in happier users, but also means your customer support teams are going to be less overwhelmed with queries. 

customer onboarding best practices

Interactive Engagement

Worried that a product tour is going to leave your audience feeling uninspired? Have you struggled to maintain engagement with webinars in the past? Use a platform that allows you to launch live polls and gather real-time feedback from onboarding participants. 

Remote and Hybrid Work Support

Many businesses are saying goodbye to the idea of a conventional workspace. While remote and hybrid working models don’t work for every sector, they’re particularly well suited to delivering great customer service. 

Social media and live chat support can only go so far in providing customers with the answers they need. With a full-featured video conferencing solution, you’re ready to respond to specific queries in rapid time. 

Building a Long-Term Relationship Through Onboarding 

While a positive onboarding experience offers you instant gains, it should really be looked at as one part of a larger picture. Successful onboarding results in confident customers with a better understanding and deeper appreciation of your product. 

What’s more, the more positive an experience, the more likely it is that a customer will stay with you for a long time. Even if you have a large client base and a steady stream of new acquisitions, you need to be focusing on customer retention. After all, it’s far cheaper and time-effective to retain a customer, than to acquire a brand new one. 

A customer who’s enjoyed a seamless onboarding process is more likely to refer your business to an acquaintance. At this point, you’re already benefiting from brand advocacy. However, if you’re looking to turn a dedicated customer into a lifelong advocate, you need to do more. 

One of the simplest ways to do this is to ensure your customers are choosing to buy from you, time after time. As you continue to sell to the same clients, the stronger the relationship between them and your brand will be. 

You also need to continue to prioritize personalization. Eager to secure more conversions from existing customers? Consider what bespoke discounts or free trial offers you can provide. 

We’re not necessarily talking about giving anything away for free. Do you have a loyalty program currently in place? If not, now’s the time to consider introducing one. If customers genuinely feel like they’re getting a good deal they won’t find anywhere else, increasing your odds of landing a referral. You can even incentivize things with your existing customers by bringing a referral program into play. 

Overhaul Customer Onboarding with Gloww

The more positive the onboarding experience is for your clients, the more likely they are to remain loyal customers. Go above and beyond and you’ll likely find yourself profiting from word-of-mouth referrals. 

Crafting a user-friendly onboarding experience is relatively simple. You’ll need to tweak things for different audience segments and individual clients, but a clear roadmap and establishing customer expectations will ensure you deliver, every time. 

However, you’ll need access to the right resources to provide your customers with the onboarding experience they deserve. With Gloww, you have a full-featured video conferencing solution that can be used to take the onboarding experience to the next level. Use ready-made templates to make quick work of adapting the process for individual users with specific colors, images, and multimedia assets. Want to make the process more enjoyable for everyone? Add interactive elements and collect feedback in real-time for participants, or break up longer sessions with fun activities. 

We also have articles on how to create a seamless remote employee onboarding, how to engage employees virtually, the blueprint for a productive team weekly meeting, taking company training to the next level, managing remote teams, and much more.

You can get started with Gloww for free. You can also check out our pricing plans if you’re keen to use Gloww’s advanced features to boost our onboarding strategy.

Still have questions? Get in touch with the team today. 

Share this
ben aflalo
ben aflalo

Ben Aflalo heads Gloww's product team with over two decades of leadership experience. Passionate about leveraging innovative technology, he is committed to building products for the greater good.

Table of Contents

Wanna read more?
Creating the Best Learning and Development Strategy
Are the business objectives you once thought achievable now looking like an unattainable goal? Is burnout and employee turnover impacting...
27 Ideas for Employee Appreciation Day 2024
The work-from-home revolution has brought many benefits to employees and businesses alike. Employees have greater flexibility and a better work-life...
Virtual Training Guide and Best Practices
A remote workforce can prove an efficient and cost-effective asset to any business. However, upskilling employees and onboarding new hires...
Virtual Birthday Party Ideas
28 Virtual Birthday Party Ideas for Work
With Easter behind you and the holiday season a long way away, it can be hard to find an excuse...
Festive Easter Games
15 Fun Virtual Easter Team Building Activities in 2024
Everyone loves Easter. For most people, it’s the first major holiday since Christmas and an excuse to indulge. For businesses,...
Virtual Scavenger Hunt Ideas featured image
How to Create a Virtual Scavenger Hunt: Ideas and Tips
It can be hard to spark connections and encourage cooperation between remote employees. However, team-building activities can help fan the...
Movie Emoji Trivia
50+ Movie Emoji Trivia for Virtual Team Building
Just because your teams are working exclusively online, doesn’t mean that team-building needs to suffer. In fact, bringing icebreakers and...
The Best Employee Onboarding Software
11 Best Employee Onboarding Software in 2024
The onboarding experience varies from business to business. Some organizations go all out to ensure new starters are brought up...
Fun Team Building Activities for Conference Calls
Team Building Activities and Games for Conference Calls in 2024
Conference calls aren’t exactly a barrel of laughs. In a virtual meeting with many participants, it’s easy for employees to...
16 Black History Month 2024 Celebration Ideas for Work
Every February, the United States and Canada observe Black History Month. This annual event recognizes the injustices suffered by the...
45 Women's History Month Trivia Questions and Answers
45 Inspiring Women’s History Month Trivia Questions 2024
In the United States, Women’s History Month has been celebrated every year since 1987 when the event received official designation...
Quarterly Business Review Best Practices Unveiled
Quarterly Business Review (QBR) Best Practices for Success
Are quarterly business reviews (QBRs) keeping your customer success team up at night? Hitting the right note with QBRs isn’t...
Top 15 Virtual Work Anniversary Celebration Ideas
Best Virtual Work Celebration Ideas to Ignite Joy in 2024
Even if your organization now solely relies on virtual team members, it’s important to acknowledge loyalty and recognize those major...
160 Best This or That Questions for Work featured image
160 This or That Questions to Keep Your Team Engaged
Colleagues don’t always click. However, it’s rarely a case of personality clashes and office drama. In a workplace full of...
St. Patrick’s Day Team Building Activities for Virtual Teams in 2024
Few cultural holidays resonate as widely as St. Patrick’s Day. Thanks to the Irish diaspora, this annual event is celebrated...
Valentine’s Day Team Building Games & Activities for Work 2024
Keen to celebrate Valentine’s Day virtually? This romantic holiday offers a welcome break from the bleak winter weather, keeping spirits...
virtual trivia games
25 Fun Virtual Trivia Games For Remote Teams
Are you finding it hard to get your teams working cooperatively? It’s a common enough problem for businesses. For remote...
virtual trivia games
17 Fun Team Building Activities For Introverts
Team building for introverts can be difficult, especially if remote work is the standard for your business. An employee who...
How To Get To Know Your Team: A Remote Guide
There are many reasons to embrace the remote working model. As a business owner, you benefit from reduced running costs...
employee engagement calendar
24 Fun Activities to Add to Your Employee Engagement Calendar in 2024
Creating a positive work environment virtually isn’t always easy. To keep your team members enthused about their work and committed...
The Ultimate Action Plan for Employee Engagement in 2024
If you want your business to succeed, you need an engaged and committed workforce. When you fail to engage your...
20 Last-Minute Team Building Ideas for a Lasting Impression
Now that remote working is the standard across many industries, businesses have been forced to rethink the way they approach...
What is the Best Presentation Tool in 2024? Comparing 16 Tools
No matter what line of business you’re in, you’re probably using presentation tools regularly. Whether it’s a pitch to clients...
30-Minute Team Building Activities For Remote Offices
It can be a challenge getting everyone to engage with team building activities. Does your team work exclusively online? You’ll...
How to Host a Virtual Networking Event
How To Host a Virtual Networking Event: Complete Guide 
Now that remote working is becoming widely accepted by many industry sectors, it’s only natural that the virtual space is...
What is an All-Hands On Meeting
What is a Virtual All-Hands Meeting and How To Host One
Many of us have a love/hate relationship with business meetings. Constant catch-ups that bring nothing new to the table cost...
15 Fun Online Team Building Games for Remote Employees
Our Top Pick Of Online Team Building Games For Remote Employees in 2024
Many businesses benefit from remote teams. With teams scattered across many time zones, it’s now possible for workflows to run...
The Best Webinar Platform
15 Best Webinar Platforms You Must Try in 2024
Hosting a great webinar event can set your business on the path to success. By establishing yourself as a thought...
Team Building for Large Groups - Must-Try Activities and Ideas
Best Virtual Team Building Ideas for Large Groups in 2024
Do you find it tricky coming up with engaging team building activities for a group of half a dozen people?...
5 Minute Team Building Activities to Engage Your Virtual Team
15 Fun 5-Minute Team Building Activities For Remote Teams
Both employees and employers can benefit from the remote working model. Cost-savings are one of the biggest draws for business,...
learning and development tools
20 Must-Have Learning and Development (L&D) Tools in 2024
If you want to retain the best talent for as long as possible, you need to think seriously about learning...
18 Free Virtual Trivia Games for Work and Teambuilding (2024)
Trivia games are a staple of team building sessions. Does your business operate online and depend on remote employees? Just...
virtual team building activities
Boost Your Remote Meetings with These 8 Virtual Team Building Activities
The way we work is changing rapidly. Just a few years ago, few people could have predicted the shift to...
Fun Friday Activities
Virtual & Fun Friday Activities to Energize Your Team
Friday fun activities are a staple of many offices.  You’ve probably enjoyed a session of office olympics or an impromptu...
virtual holiday party
Everything You Need to Host a Great Virtual Holiday Party 
Just because your company has migrated to the online world, doesn’t mean you have to say goodbye to festive get-togethers....
The Power of All Hands Meetings for Team Building in 2024
Struggling to keep everyone on the same page? Finding it difficult to bring new employees into the mix since you’ve...
virtual corporate event ideas
Elevate Team Bonding with These Virtual Corporate Event Ideas
Virtual workforces are becoming increasingly common. They can be a cost-effective alternative to in-office departments, while flexible working makes these...
what is a virtual presentation
A Deep Dive Into Virtual Presentations
Virtual presentations are becoming increasingly common. With more businesses now embracing remote work, they’re an unavoidable adaptation that is essential...
remote productivity tips
Achieve Success with These Remote Work Productivity Tips
Remote work has become the norm in recent years. Many first-time job-seekers are actively looking for remote positions, keen to...
virtual employee appreciation
Go the Extra Mile with Virtual Employee Appreciation Ideas
Are you finding it hard to inspire your remote employees? While online work has many benefits for businesses and employees,...
how to manage a hybrid team
Key Strategies on How To Manage a Hybrid Team
More businesses than ever are waking up to the benefits of a hybrid workforce. While the hybrid approach differs significantly...
how to live stream an event
How To Live Stream an Event for Free on Gloww
Wondering how to live stream an event for free? Many platforms make big promises when it comes to staging and...
virtual team building
Kickstart 2024 with These New Year Virtual Team Building Activities
The New Year is an important period for any business. It’s a time to reflect on past successes and potential...
session recap feature by gloww
Meeting’s Over? All the Benefits of the Session Recap Feature
Your meeting may have come to an end, but that doesn’t mean it’s over. It can live on and on...
daily huddle ideas
Refreshing Daily Huddle Ideas
With more people working remotely, the need for regular meetings between teams is more important than ever. However, a weekly...
kick off virtual event
Creative Virtual Kick Off Event Ideas
Virtual meetings can save businesses time and money. However, despite being incredibly cost-effective, it can sometimes prove difficult to engage...
how to plan a virtual event
Mastering the Art of Planning Virtual Events
More businesses than ever before are using the internet to connect with clients and customers. While in-person conference and live...
christmas games to play with coworkers
Spark Joy And Play Virtual Christmas Games with Coworkers
Once December comes around, every employee will be counting down the days to the annual Christmas party. They’re a staple...
virtual meeting - etiquette
Mastering the Finer Points of Virtual Meeting Etiquette
Navigating the world of online meetings can be a challenge. When you factor in technical mishaps and unexpected distractions, it’s...
corporate training platform
Unlock Your Team’s Potential with Gloww
If you’re not already using a corporate training platform, you’re setting your business up for failure. Learning platforms are a...
team building - music activities
Enhancing Your Morale With Team Building Music Activities
Music can be a powerful tool for engaging employees. In a traditional workplace setting, music can improve focus, encourage creativity,...
customer onboarding best practices
7 Best Practices for Onboarding Customers
Customer onboarding essentially focuses on giving your customers the information they need to get the most out of what you’ve...
build a remote work culture
Cultivating a Healthy Remote Work Culture
We live in an increasingly digital age world. While remote working was once seen as a luxury, employer perspectives have...
top learning and development platforms
The Top Learning and Development Platforms (2024)
Remote working is here to stay. While some businesses have risen to the challenge of adapting to remote and hybrid...
virtual meeting practices
Best Practices to Host a Successful Virtual Meeting
For remote-first businesses, virtual meetings are a staple part of everyday operations. They can be used to kickstart the working...
webinar marketing
How To Create an Amazing Webinar Marketing Strategy
Webinars are one of the most useful tools you have for targeting new customers and turning indecisive buyers into lifelong...
how do i record a meeting
How to Record a Meeting: Step-by-Step Guide
Did you know? Every day in the United States, there are approximately 11 million business meetings. That translates to over...
tips for engaging employees
How To Keep Remote Workers Engaged in a Virtual Team
If you’ve made the move to remote working, you need to understand how to engage employees virtually. Traditional employee engagement...
best background for video calls
What is the Best Background for Video Conferencing?
Remote working is the new normal for many businesses. Even if your company has maintained a traditional office environment, video...
8 virtual halloween games for work
Virtual Halloween Party Ideas and Games for 2024
There are many ways to bring together your remote teams for some much-needed socializing. The good news is you don’t...
fun trivia questions for coworkers
Fun Trivia Questions and Themes for Coworkers
If you’re looking to engage your remote employees with team-building activities, trivia games are hard to beat. Whether your employees...
online product launch
Unveiling New Horizons in a Virtual Product Launch
Virtual events are becoming increasingly common. Today, virtual conferences, interactive webinars, and online workshops are the standard across many industries....
remotely onboarding employees
Creating a Seamless Remote Employee Onboarding Experience
Remote working brings many advantages. For employees, it can deliver a healthier work-life balance, which in turn results in increased...
organizing a hybrid event
Unlocking the Potential: Running a High-Impact Hybrid Event 
Planning for and running a live event can be a challenge. Last-minute cancellations and venue limitations are just a couple...
team weekly agenda
The Blueprint for Productive Team Weekly Meeting Agenda
It’s no secret that unnecessary meetings can be a killer for productivity. Without a clear agenda, it’s easy for meetings...
shaping the future of work
7 Trends That Are Shaping the Future of Work
We’re living in an era of unprecedented digital transformation. Technological advancements and rapidly-evolving artificial intelligence are bringing some of the...
quarterly review template
Monthly Business Review Template for Efficiency and Effectiveness
Many companies invest far too much time and energy into meetings that don’t hold any real value. However, a monthly...
what is video conferencing
What is Video Conferencing? All About How It Works
If you’re not making use of video conferencing, now’s the time to do so. More businesses than ever before are...
How to Create a Webinar
How to Create an Amazing Webinar from Scratch 
At one point, it would have been easy to dismiss webinars as being dead in the water. However, webinars experienced...
online company training
How to Take Online Company Training to the Next Level
Virtual employee training is incredibly effective.  For many businesses that depend on remote workers or that have adopted hybrid working...
internal communication tools
How to Enhance Internal Communication for Better Collaboration
No matter what size your business is, internal communication is crucial. Even a modest operation needs a streamlined information exchange...
remote teams
An In-Depth Guide to Managing Remote Teams
Remote work has been around for many years. However, it’s come a long way since the advent of telecommuting. Today,...
Virtual Lunch
How to Have a Fun Virtual Lunch 
Remote working has many advantages. For the employee, it’s easier to maintain a healthy work-life balance. For companies, this flexible...
virtual conference platform comparison
Virtual Conference Platform Comparison: 5 of the Best for You To Consider
Virtual conference platforms were once seen as something of a luxury. Now that many businesses are turning to hybrid and...
Virtual Training Ideas
9 Virtual Training Ideas to Power Up Your Team
With more people working remotely than ever before, virtual training is a fact of life for many businesses. A significant...
Independence Day 2024: 18 Virtual July 4th Ideas, Games, and Activities
For many people, Independence Day is their favorite holiday. With firework displays, campfire cookouts, and parades aplenty, it’s easy to...
Kahoot Alternatives
Top Kahoot Alternatives for Corporate Learning
Launched in 2013, Kahoot was quickly embraced by the educational sector. Originally geared toward a younger audience, Kahoot is a...
ice breaking games
49 Icebreakers For Work, Virtual Meetings, Large And Small Groups
Are your virtual meetings falling flat? If you’re struggling to keep everyone engaged during those all-hands meetings or interdepartmental get-togethers,...
Virtual Happy Hour ideas
21 Virtual Happy Hour Ideas to Foster Team Bonding
Looking to plan your next virtual event for remote teams? Virtual happy hours are something to think about. Just like...
how to make an interactive presentation
6 Ideas to Spice Up Your Remote Presentations
Keeping an audience engaged during a presentation is tricky enough, even when people are sitting in front of you. If...