What is a customer onboarding platform?

7 min read

Customer onboarding is a critical process for any business that aims to provide a seamless and positive experience to its customers. It involves guiding new customers through the initial stages of their journey with a product or service, ensuring that they understand how to use it effectively and derive maximum value from it. To streamline and enhance this process, businesses often turn to customer onboarding platforms.

Software review site G2 describes Customer Onboarding software, or Client Onboarding Software, as software that helps “companies manage post-sales activities related to the delivery of the services sold by the company.” In addition, G2 reviewers rank Planhat as one of the leading Customer Onboarding Platforms in the industry, with its user praising the platform’s flexible UI, data capabilities, smart automations, and customer portal.

In this blog post, we will explore what a customer onboarding platform is, its benefits, and how it can contribute to the success of a business.

Table of content:

  1. The Role of Customer Onboarding Platforms
  2. Key Features of Customer Onboarding Platforms
  3. Benefits of Implementing a Customer Onboarding Platform
  4. Best Practices for Effective Customer Onboarding
  5. How to Choose the Right Customer Onboarding Platform
  6. The Future of Customer Onboarding Platforms
  7. FAQs (Frequently Asked Questions)

The Role of Customer Onboarding Platforms

Customer onboarding platforms play a crucial role in automating and optimizing the customer onboarding process. They are either a stand-alone product, or part of a horizontal customer platform. These platforms offer a centralized hub where businesses can track customer journeys, manage and deliver onboarding materials, get insights, and collaborate with their customers. They provide a structured approach to onboarding, ensuring that customers receive the right information at the right time, leading to a smoother onboarding experience.

Key Features of Customer Onboarding Platforms

Customer Collaboration: Enabling you to share success plans, playbooks, dashboards, goals, documents and more with your customers in a branded Customer Portal.

User Segmentation: These platforms enable businesses to segment their customers based on specific criteria and deliver personalized onboarding experiences tailored to each segment.

Progress Tracking: Customer onboarding platforms provide visibility into customers' progress during the onboarding process, allowing businesses to identify bottlenecks and areas for improvement.

Analytics and Insights: Customer onboarding platforms offer data and analytics capabilities to track the effectiveness of onboarding strategies, identify patterns, and make data-driven improvements.

Benefits of Implementing a Customer Onboarding Platform

Implementing a customer onboarding platform can bring several benefits to businesses, including:

Enhanced Customer Experience: A well-executed onboarding process sets the tone for a positive customer experience, reducing churn rates and fostering customer loyalty.

Increased Product Adoption: By guiding customers through the initial stages of using a product, onboarding platforms help improve product adoption rates and reduce user frustration.

Scalability: Customer onboarding platforms enable businesses to scale their onboarding efforts as they acquire more customers, ensuring a consistent and efficient onboarding experience.

Time and Cost Savings: Automation features offered by onboarding platforms reduce the need for manual intervention, saving businesses time and resources in managing the customer onboarding process.

Data-Driven Insights: Customer onboarding platforms provide valuable data and insights into customer behavior, preferences, and engagement, helping businesses make informed decisions to optimize their onboarding strategies.

Best Practices for Effective Customer Onboarding

To ensure a successful customer onboarding process, businesses should consider implementing the following best practices:

Personalize the Experience: Tailor the onboarding journey based on the customer’s specific needs and goals to create a personalized experience that resonates with them.

Provide Clear and Concise Guidance: Communicate instructions and information in a clear and easy-to-understand manner, minimizing confusion and reducing the learning curve.

Set Realistic Milestones: Break down the onboarding process into achievable milestones, allowing customers to track their progress and feel a sense of accomplishment along the way.

Proactive Communication: Reach out to customers regularly during the onboarding process to provide guidance, answer questions, and address any concerns they may have.

Solicit Feedback: Encourage customers to provide feedback on their onboarding experience, enabling businesses to identify areas for improvement and enhance future onboarding efforts.

How to Choose the Right Customer Onboarding Platform

When selecting a customer onboarding platform, businesses should consider the following factors:

Scalability: Ensure that the platform can accommodate the growing needs of the business as the customer base expands.

Integration Capabilities: Check if the platform can integrate seamlessly with existing systems and tools used by the business, such as CRM software or customer support platforms.

Customizability: Look for a platform that allows customization to align with the brand’s identity and specific onboarding requirements.

Analytics and Reporting: Evaluate the platform’s analytics and reporting capabilities to gain valuable insights into the effectiveness of the onboarding process.

Customer Support: Consider the level of support provided by the platform’s team, including training, different time zones, onboarding assistance, and ongoing technical support.

The Future of Customer Onboarding Platforms

The future of customer onboarding platforms looks promising. As technology continues to advance, we can expect the following trends in the industry:

Automation and Machine Learning: Customer onboarding platforms will leverage automation and machine learning to analyze user data, predict customer behavior, and optimize the onboarding process.

Enhanced Personalization: Platforms will offer more sophisticated personalization capabilities, allowing businesses to deliver highly tailored onboarding experiences based on individual customer preferences.

Seamless Omnichannel Onboarding: Onboarding experiences will be seamlessly integrated across various channels, including web, mobile, and in-app, providing a consistent and cohesive journey for customers.

These advancements will contribute to more efficient, personalized, and engaging customer onboarding experiences.

In conclusion, a customer onboarding platform is a valuable tool for businesses aiming to provide a smooth and effective onboarding experience to their customers. By automating and optimizing the onboarding process, businesses can enhance customer satisfaction, drive product adoption, and improve overall customer success. When choosing a customer onboarding platform, consider factors such as scalability, integration and collaboration capabilities. Overcoming challenges through clear communication, personalization, and ongoing support will contribute to a successful onboarding process. Embracing future trends will ensure that businesses stay ahead in delivering exceptional customer onboarding experiences.

FAQs (Frequently Asked Questions) on Customer Onboarding Platforms

**What is the purpose of a customer onboarding platform? **
A customer onboarding platform helps businesses guide new customers through the initial stages of using a product or service, ensuring they understand its features and derive maximum value.

**How does a customer onboarding platform benefit businesses? **
A customer onboarding platform enhances the customer experience, increases product adoption rates, improves scalability, saves time and costs, and provides valuable data for analysis and improvement.

**What are some best practices for effective customer onboarding? **
Best practices include personalizing the experience, providing clear guidance, setting milestones, offering interactive content, maintaining proactive communication, and soliciting customer feedback. What’s best for your business is depending on if you would have better use of a low-touch model of customer onboarding, or a high-touch model of customer onboarding.

**How do you measure the success of customer onboarding? **
Key metrics to measure success include time to value, activation rate, user engagement, customer satisfaction, and retention and churn rates.

**Is it necessary to invest in a customer onboarding platform for small businesses? **
While customer onboarding platforms can bring significant benefits to businesses of all sizes, smaller businesses with limited resources can still implement effective onboarding strategies without a dedicated platform. However, as the business grows, investing in a platform can streamline and scale the onboarding process.

What types of businesses can benefit from using a customer onboarding platform?
Customer onboarding platforms are beneficial for a wide range of businesses, including software-as-a-service (SaaS) companies, subscription-based services, and any business that wants to provide a seamless onboarding experience for its customers.

Thank you for reading our blog post on customer onboarding platforms. We hope this comprehensive guide has provided valuable insights into what they are, their benefits, best practices, and future trends. Implementing an effective customer onboarding process is crucial for fostering customer success and building long-term relationships. Remember to customize your onboarding experience, measure success through key metrics, and stay updated with emerging technologies to deliver exceptional onboarding experiences.

Now, go ahead and provide your customers with a seamless onboarding journey that sets the stage for a successful and lasting relationship!

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