{"id":9716,"date":"2021-10-19T11:49:00","date_gmt":"2021-10-19T10:49:00","guid":{"rendered":"https:\/\/www.answerconnect.co.uk\/blog\/?p=9716"},"modified":"2022-06-21T14:21:22","modified_gmt":"2022-06-21T13:21:22","slug":"5-tips-remotely-onboard-customers","status":"publish","type":"post","link":"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/","title":{"rendered":"5 Simple Tips to Remotely Onboard Your Customers"},"content":{"rendered":"\n<p>First impressions are everything. And for new clients, you have several opportunities to make a first impression. From their first encounter with your brand to their first interaction with your team to the first time they use your service, there are plenty of opportunities to make a great impression &#8211; or to drop the ball.&nbsp;<\/p>\n\n\n\n<p>All of these stages should provide value to the prospect and, ultimately, lead them to the next stage in the customer journey.<\/p>\n\n\n\n<p>\u201cBut I\u2019m bringing in new leads and signing new clients every day!\u201d you cry. That\u2019s great. But what happens after the client signs up? The customer onboarding stage is a crucial moment in the journey. <\/p>\n\n\n\n<p>But it\u2019s often overlooked in favour of getting more people to notice your brand. Over <a href=\"https:\/\/www.wyzowl.com\/customer-onboarding-statistics\" target=\"_blank\" rel=\"noreferrer noopener\">90% of customers<\/a> feel companies \u201ccould do better\u201d when it comes to onboarding new customers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/Man-gesticulating-with-hands-while-on-video-call-from-home.jpg\" alt=\"Person on video call remotely onboarding a new client\" class=\"wp-image-9341\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/Man-gesticulating-with-hands-while-on-video-call-from-home.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/Man-gesticulating-with-hands-while-on-video-call-from-home-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/Man-gesticulating-with-hands-while-on-video-call-from-home-768x512.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>And when your team works anywhere, onboarding new clients remotely comes with its own unique challenges. There&#8217;s no face to face meetings. No in-person demos. That\u2019s why we\u2019ve put together this guide to help you create an onboarding process that keeps the client.<\/p>\n\n\n\n<p>In the article, we\u2019ll explain:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>What you need for a consistent customer onboarding process<\/li><li>How to keep new clients engaged and on-track<\/li><li>What clients want from an onboarding call<\/li><li>How to build brand loyalty and grow your customer lifetime value<\/li><\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Create guides for your customer onboarding team<\/h2>\n\n\n\n<p>Customer retention is as much about your clients\u2019 initial experience with the company as it is about the service you provide. That\u2019s why it\u2019s so important your company nails the onboarding process.<\/p>\n\n\n\n<p>That means being consistent in how you refer to services and features.<\/p>\n\n\n\n<p>To that end, create a terminology sheet for your onboarding team. By formalising the language you use to talk about your services, you can avoid confusion and give every new client a consistent experience.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"576\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-1024x576.jpg\" alt=\"Smiling woman talking to different brands via omnichannel support\" class=\"wp-image-9234\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-1024x576.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-300x169.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-768x432.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-1536x864.jpg 1536w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-is-Remote-Work-and-Why-Do-People-Do-It-Blog-Header-2048x1152.jpg 2048w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Likewise, create a talking points doc for your onboarding team to ensure they don\u2019t forget any key features.<\/p>\n\n\n\n<p>These will give you an added edge in your customer onboarding. Because you know everyone is singing from the same praise sheet, you can make incremental adjustments to improve the onboarding experience over time. Consistency is key to successfully measuring and adjusting performance.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Provide clear timeframes<\/h2>\n\n\n\n<p>Clients want clarity. They want to know when their issue will be resolved, how long it will take, and how exactly you\u2019re going to do it. Vague sentiments and fuzzy timelines suggest wider disorganisation in your company.<\/p>\n\n\n\n<p>That\u2019s why offering clear timeframes for each step of the onboarding process is so crucial.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"768\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-answering-call-for-Appointment-Scheduling-Service-1024x768.jpg\" alt=\"Pink clock representing appointment scheduling service\" class=\"wp-image-9442\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-answering-call-for-Appointment-Scheduling-Service-1024x768.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-answering-call-for-Appointment-Scheduling-Service-300x225.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-answering-call-for-Appointment-Scheduling-Service-768x576.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/04\/Smiling-woman-answering-call-for-Appointment-Scheduling-Service.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Make it clear what a new client can expect from your company, and <em>when<\/em> to expect it. Build dates and timescales into your communications, and ensure your onboarding team stick to them.<\/p>\n\n\n\n<p>If you can add all the upcoming dates as calendar invites, your clients can verify the times against their schedule and ensure they\u2019re available. Not only will that add greater clarity for the client, but it will also reduce no-shows for your onboarding team.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Remotely onboard clients with a video call<\/h2>\n\n\n\n<p>Working anywhere might limit your ability for in-person onboarding, but it&#8217;s not impossible. Video calls allow you to talk with a new client face-to-face as if you were there. <\/p>\n\n\n\n<p>And the importance of face to face interactions can&#8217;t be underestimated. Not only do they help build trust and familiarity, but they also allow you to share your screen and give people first-hand insight into the platforms they\u2019ll be using.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"683\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Virtual-team-on-video-meeting-1024x683.jpg\" alt=\"Business woman talking to her colleagues from home on hybrid work model\" class=\"wp-image-9501\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Virtual-team-on-video-meeting-1024x683.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Virtual-team-on-video-meeting-300x200.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Virtual-team-on-video-meeting-768x512.jpg 768w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Virtual-team-on-video-meeting.jpg 1200w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Video calls won\u2019t be possible for every business &#8211; particularly those with a small team behind you. But it also won\u2019t be necessary for self-serve services that require very little introduction.<\/p>\n\n\n\n<p>Be sure to have all the key details mapped out in advance of your video call. There&#8217;s no set limit on how long a customer onboarding call should last, but the shorter and more succinct the better. Clients don&#8217;t want to spend hours running through information they could find online.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Create a digital welcome pack<\/h2>\n\n\n\n<p>Clarity around timeframes isn\u2019t the only thing you\u2019ll need to streamline onboarding. You\u2019ll also need to give new clients a centralised space for relevant information. The remote company\u2019s most effective resource is the digital welcome pack, although that can take many forms, including a <a href=\"https:\/\/www.answerconnect.co.uk\/portal\" target=\"_blank\" rel=\"noreferrer noopener\">user portal<\/a>, landing page or a PDF document.<\/p>\n\n\n\n<p>Your pack should include:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>The users\u2019 sign-in details&nbsp;<\/li><li>Links to relevant resources\/platforms.<\/li><li>A list of frequently asked questions<\/li><li>Relevant support articles<\/li><\/ul>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"630\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/02\/A-Comprehensive-Guide-to-Telephone-Answering-Services_-How-to-choose-the-benefits-more-rESOURCE-9.jpg\" alt=\"Smling receptionist remotely onboarding a client\" class=\"wp-image-9224\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/02\/A-Comprehensive-Guide-to-Telephone-Answering-Services_-How-to-choose-the-benefits-more-rESOURCE-9.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/02\/A-Comprehensive-Guide-to-Telephone-Answering-Services_-How-to-choose-the-benefits-more-rESOURCE-9-300x185.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/02\/A-Comprehensive-Guide-to-Telephone-Answering-Services_-How-to-choose-the-benefits-more-rESOURCE-9-768x473.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>Your FAQ\u2019s and selected support articles can be honed over time based on what your clients most regularly ask. This shows clients you\u2019ve already anticipated their questions, as well as cutting support time for your team.<\/p>\n\n\n\n<p>Written guides are handy, but you don\u2019t have to limit yourself to one media format. Take those written guides and turn them into video guides. <a href=\"https:\/\/www.wyzowl.com\/customer-onboarding-statistics\/#:~:text=Over%2090%25%20of%20customers%20feel,them%20after%20they've%20bought.\" target=\"_blank\" rel=\"noreferrer noopener\">97% of people<\/a> think that video is an effective tool to welcome and educate new customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Build regular check-ins into your schedule<\/h2>\n\n\n\n<p>The first week is a hugely important period for new clients. But that doesn\u2019t mean you should leave clients to their own devices after that. Great customer service is about providing continual value and showing clients you\u2019re always working to improve their experience.<\/p>\n\n\n\n<p>Scheduling post-signup touchpoints shows clients you haven\u2019t forgotten about them. But it also allows them to give you feedback on specific stages of the customer journey; essential for refining the onboarding process.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1200\" height=\"700\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/09\/Smiling-virtual-receptionist-at-laptop-w-headset.jpg\" alt=\"Smiling receptionist on call to customer using custom call script\" class=\"wp-image-9678\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/09\/Smiling-virtual-receptionist-at-laptop-w-headset.jpg 1200w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/09\/Smiling-virtual-receptionist-at-laptop-w-headset-300x175.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/09\/Smiling-virtual-receptionist-at-laptop-w-headset-1024x597.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/09\/Smiling-virtual-receptionist-at-laptop-w-headset-768x448.jpg 768w\" sizes=\"(max-width: 1200px) 100vw, 1200px\" \/><\/figure>\n\n\n\n<p>Try to schedule regular check-ins at key dates (ie after one month, three months, six months, etc.). Book those dates with your clients in advance and be flexible according to their schedules. <\/p>\n\n\n\n<p>Most importantly &#8211; <a href=\"https:\/\/churnzero.net\/blog\/dear-csm-stop-calling-customers-just-to-check-in\/\" target=\"_blank\" rel=\"noreferrer noopener\">don\u2019t call just to \u201ccheck-in\u201d<\/a>. Write an agenda in advance of the call and share it with the client. Include purposeful questions and, if possible, a new feature or insight to help the client get more from their service.<\/p>\n\n\n\n<p>Just as in onboarding calls, take time to give them some context; explain to them what the check-in will entail, why it matters and how long it will take.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Bonus Tip: Be ready to offer post-signup support, anytime<\/h2>\n\n\n\n<p>First impressions matter, but every day is a new chance to make <em>another good<\/em> impression. And that starts with being ready to support your new clients, whenever they need it.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full\"><img loading=\"lazy\" decoding=\"async\" width=\"1024\" height=\"630\" src=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-Is-Remote-Work-and-Why-Do-People-Do-It_-1.jpg\" alt=\"Customer speaking with small business answering agent\" class=\"wp-image-9231\" srcset=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-Is-Remote-Work-and-Why-Do-People-Do-It_-1.jpg 1024w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-Is-Remote-Work-and-Why-Do-People-Do-It_-1-300x185.jpg 300w, https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/03\/What-Is-Remote-Work-and-Why-Do-People-Do-It_-1-768x473.jpg 768w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/><\/figure>\n\n\n\n<p>If you&#8217;re unable to ensure you can answer any calls to your business, day or night, <a href=\"https:\/\/my.setmore.com\/bookingpage\/99d87d05-645d-4c9e-8e2b-32ee48097b3b\/resourcebookingpage\/rd53438d9e55671aad0b670871714b39cb57e59ea\/resourcebookingpage\/rd53438d9e55671aad0b670871714b39cb57e59ea\" target=\"_blank\" rel=\"noreferrer noopener\">get in touch<\/a> and see how we can help you. <\/p>\n\n\n\n<p>Clients will inevitably have questions about your service &#8211; even if you\u2019ve answered those questions in your support materials. Being on hand to provide that support isn\u2019t just a nice extra for new customers; it\u2019s the first step to building a lasting relationship.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Signing new customers is your bread and butter, but how do you bring them onboard with your service when you&#8217;ve never met them in real life?<\/p>\n","protected":false},"author":6,"featured_media":9497,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[15],"tags":[176,178,125,175,177],"class_list":["post-9716","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-tips","tag-customer-onboarding","tag-customer-setup","tag-customer-support","tag-remote-onboarding","tag-working-anywhere"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Remote Customer Onboarding: 5 Simple Tips You Should Know<\/title>\n<meta name=\"description\" content=\"The customer journey doesn&#039;t end with sign-up. Setup is just as essential. Discover 5 simple steps to master customer onboarding today.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Remote Customer Onboarding: 5 Simple Tips You Should Know\" \/>\n<meta property=\"og:description\" content=\"The customer journey doesn&#039;t end with sign-up. Setup is just as essential. Discover 5 simple steps to master customer onboarding today.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/\" \/>\n<meta property=\"og:site_name\" content=\"AnswerConnect UK Blog\" \/>\n<meta property=\"article:published_time\" content=\"2021-10-19T10:49:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-06-21T13:21:22+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Man-grinning-manically-on-video-meeting.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1200\" \/>\n\t<meta property=\"og:image:height\" content=\"800\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Ben Graham\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Ben Graham\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/\",\"url\":\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/\",\"name\":\"Remote Customer Onboarding: 5 Simple Tips You Should Know\",\"isPartOf\":{\"@id\":\"https:\/\/www.answerconnect.co.uk\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.answerconnect.co.uk\/blog\/business-tips\/5-tips-remotely-onboard-customers\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/storage.googleapis.com\/answerconnectbloguk\/1\/2021\/05\/Man-grinning-manically-on-video-meeting.jpg\",\"datePublished\":\"2021-10-19T10:49:00+00:00\",\"dateModified\":\"2022-06-21T13:21:22+00:00\",\"author\":{\"@id\":\"https:\/\/www.answerconnect.co.uk\/blog\/#\/schema\/person\/867099749447b9a134aa448a91833a7b\"},\"description\":\"The customer journey doesn't end with sign-up. 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