There’s no one-size-fits-all solution when it comes to onboarding new customers.
But for the following New York City-based company, a high-touch customer onboarding strategy, which incorporates tailored one-on-one assistance, has proven to be successful. At website creation platform Wix, onboarding specialists connect with leads via live chat, email or phone to learn everything they can about the company — including the business model, any challenges they’re currently facing and overall goals for their website.
Then, onboarding specialists are able to develop an action plan to meet the user’s needs and expectations.
Built In NYC connected with one such onboarding specialist to get insight into her typical day, which touchpoints are important to the process and the one thing she does to establish strong relationships with customers from the jump.
What’s a typical day for you as an onboarding specialist at your company?
I typically start my day by outlining priorities and my goals for the rest of the week. After a much-needed cup of coffee, I spend the first part of my morning replying to any outstanding emails and inquiries alongside taking care of some administrative tasks.
My key tasks throughout the day are centered around being an ongoing resource for questions and guidance from the first point of contact to the onboarding and setup process for our e-commerce users. This includes qualifying inbound inquiries via live chat, providing consultative recommendations to new and existing users on built-in tools and integrations, suggesting best practices and workflow improvements for managing the site and business, coordinating demo meetings, following up with existing leads and enhancing information.
To establish strong relationships from the start, I always put myself in our users’ shoes.’’
What are some of the most important touchpoints in your onboarding process?
As the initial point of contact for e-commerce users, our first interaction is the most important touchpoint. Whether it’s via live chat, email or a phone call, the initial interaction is crucial to maximizing their active interest in finding a solution on Wix.
The typical onboarding process consists of connecting with a lead to learn everything I can about their company, the business model, any challenges they may be facing and their overall goals for the website. This information helps structure the direction of the conversation along with developing an action plan to meet the user’s needs and expectations.
The next important touch point is the demo. This is when our users make a critical decision of moving forward with Wix to manage their business and are excited to get the ball rolling! From site creation until our users’ first few sales, we provide continued support by showing them the best practices for using the platform, providing recommendations on built-in tools and integrations, and developing strategies for optimizing their online sales process and managing their website.
What’s one thing you do to establish strong relationships with your customers from the start?
To establish strong relationships from the start, I always put myself in our users’ shoes. Whether they’re just exploring what starting an online business entails, looking to improve their current e-commerce solution, or working with existing users to optimize their website, I strive to create value by staying up to date on product knowledge and presenting tailored recommendations at all stages of the onboarding process.
