February 25th, 2019

All Aboard: Using Live Support in Onboarding

All Aboard: Using Live Support in Onboarding

Customer onboarding is the process of welcoming new customers into your business once you have taken them from interest to purchase, helping them to get the most out of your product and addressing any issues they may have. Done well, this can lead to more sales and may help to lower churn rate.

The personal nature of live chat can be a great way to get customers settled in nicely and make your business stand out while you are at it.

Here are a few ways you can integrate live support into your process:


The First Impression

The first time a new user visits your site/logs in/uses your product, you can welcome them with a proactive message from your chatbox. This can help you to stand out from competitors who just use a welcome message (or nothing at all!) as you will have a real-life person behind the computer, ready to interact with the user if they have any questions or need any help. You can also personalize the message with the user’s name and maybe some other details such as information about the particular product they have brought.


Technically Speaking

When getting to grips with your product, new customers are likely to have questions about certain functions. Live chat provides a way for them to get support rapidly from an advisor that can talk them through the process as they do it.


Hold Their Hand

With fresh customers, it can help to hold their hand at each stage of the onboarding process. Live chat provides a way to do this that is not as obtrusive as a telephone call and is less labor intensive for your employees. You can provide support 24/7 if you wish, and operators can have multiple conversations at the same time so you can help more people. For your next interactions with these customers, they will feel more confident and will go from interest to purchase more easily.


Listen to Feedback

Streamlining your onboarding process is an ongoing thing, make use of the metrics your software provides and customer feedback to analyze your sales pipeline and try and identify what works and what doesn’t.


Keep it Personal

A great way to wow customers in the early stages of your relationship is exceptional customer service. Live chat can do this for you. Instead of relying on FAQs, notifications and email tickets, customers have access to a personal assistant in just a few clicks. And once they are in conversation, well trained chat operatives can go out of their way to address the customer’s needs and then some, consumer satisfaction, completed it mate.


Getting the Most Out of Your Product

You can use live chat to point out features of your product that the user may have missed or may be useful to them specifically. Why wait to be asked on this specific feature to talk about it? Be proactive!


The Good Ship Satisfaction

Live chat can integrate nicely with your onboarding process and can help to increase consumer satisfaction, setting customers up nicely for a long and fruitful relationship with you. A quality live support software such as Xeno makes using live chat easy, with a self-powered CRM, a conversational bot to help out agents and a host of metrics to help analyze your sales pipeline.

Avatar Grace Williamson
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Grace Williamson
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