The customer journey doesn’t end when a sale is made. On the contrary, the the post-purchase stage is decisive for engaging customers and make them brand advocates.
Once you make a sale, the first action on your list is to enable customers to exploit the full capabilities of your product or service. One way to achieve this is to customer empowerment or integration.
Customer onboarding isn’t just about first impressions: it’s part of meeting customer expectations and providing a seamless customer experience.
With a customer onboarding process in place, new customers will enter the post-purchase phase of the customer journey feeling supported. They will have all the necessary resources to master product functionalities and discover use cases they didn’t realize it existed.
A successful customer onboarding experience can help:
✅ reduce the recovery time
✅ promote feature/product adoption
✅ increase customer satisfaction, and
✅ lower customer churn rate.
This sounds good, in theory. In practice, the integration of new clients does not always go smoothly and the results are not as expected.
In this article, we will explore the 7 most common customer onboarding challenges and how to integrate a Learning Management System (LMS) in your strategy can help you overcome them.
More than 9,000 brands trust LearnWorlds to train their employees, partners and customers.
7 Customer Onboarding Challenges and How an LMS Can Help
Customer onboarding is your chance to successfully meet customer needs and pave the way for much-desired customer retention. A customer training LMS will help you streamline, evolve and monitor customer onboarding.
With rich features and automations, an LMS is the ultimate solution to overcome these 7 most common customer onboarding challenges:
This is an all-too-common problem in SaaS companies: your product has (too many) features and capabilities. And this comes at the cost of learning curve which hinders feature adoption.
Did you know that 86% of customers say they would be more likely to stay loyal to a business if they knew they would access to educational and welcoming integration content after-sales?
Therefore, you need to find a way to help your customers discover your product and realize its value before they abandon it.
How an LMS can help you: Using an LMS, you can offer a wide range of useful training content to new users and even create structured modules, providing a complete customer onboarding experience with all the resources they need.
Step-by-step tutorials and hand-written guides live training sessions and webinarsan LMS can help you provide real-time and asynchronous onboarding support, combining them as needed.
Our advice: choose one LMS with an integrated AI tool to create, refine or reuse content. This will save you time, money and human resources, and give you the flexibility to quickly create diverse content, whenever you need it.
💡 Help customers discover key features and use cases by adding qualifying questions during registration. Segment customers and launch targeted email campaigns with product tutorials, tips and resources.
2
Limited customer support
As your customer base grows, your customer support team or customer success managers may become overwhelmed and not respond in a timely manner. This hinders effective onboarding and frustrates customers.
The solution is a customer onboarding with a technical touch strategy that will lighten the workload of your customer support teams while empowering customers.
How an LMS can help you: An LMS can take self-service onboarding to a new level by becoming a comprehensive knowledge base with documentation, FAQs, community forums and guides your customers can 24/7 access. Eventually, the number of incoming tickets will decrease, eliminating the need to hire new staff and reducing customer support costs even as your business grows.
💡Chatbots are another essential addition to self-service, as they can respond and resolve simple queries in real time.
Customer attrition during onboarding is not uncommon. A welcome email with a few links to your training resources isn’t always enough to turn new users into customers.
Consistent and direct communication, along with a well-structured onboarding strategy, is essential for building customer relationships and preventing early customer churn.
How an LMS can help you: An LMS allows you to deploy training with personalized learning paths and keep customers engaged throughout the process, providing a positive user experience.
💁 For example, you can offer your course on a mobile app and send in-app notifications and learning reminders. Moreover, with game mechanics like badges and milestones, you can keep customers hooked during the process. Consider offering a certificate to further motivate them to complete their training.
💡Before creating user onboarding materials, it is important to understandmeet customer expectations. Create detailed KPIs, examine your product’s position in the market and how it differentiates itself from your competitors, and analyze customer support tickets for common queries. Some will abandon the product anyway, so be sure to add a customer survey to understand what went wrong.
Having a large customer base makes it difficult to segment customers and personalize the onboarding experience. Customers may come from different industries or different business sizes, or they may consider using your product in different ways. Some may need basic features, while others may need more advanced features.
How an LMS can help you: An LMS allows you to create customer segments and groups based on common customer characteristics and automate workflows for easier user management and administration. You can personalize their experience by creating different learning environments and personalizing home screens and your messaging.
💡Integrate your LMS with your CRM to create personas and segment customers based on these personas. Identifying common features and pain points will help you create more targeted training materials.
Operating on a global scale imposes similar and even more difficult challenges than having a diverse customer base since, in this case, you must respond scalability challenges (serving a large clientele), language barriers and cultural differences.
How an LMS can help you: A learning management system helps you deploy training at scale with content available online and asynchronously, reducing the need for one-on-one support. Most LMS support multiple languages to meet the needs of large organizations, while built-in AI tools make content translation easy.
💡 Use a translation solution, like Weglot, that you can seamlessly connect to your LearnWorlds school to transform your training programs into dynamic, multilingual learning experiences.
6
No data on customer engagement with training
Most companies offer some type of onboarding material – usually a knowledge base with support articles or video tutorials on their YouTube channel, etc.
The problem is that in most cases it is difficult understand how customers respond to these resources and whether they effectively meet customer training needs.
How an LMS can help you: An LMS helps you bring your onboarding materials together in one place and monitor how customers interact with it. It offers built-in solutions, such as survey generators, to collect customer feedback and ask follow-up questions.
An LMS will also provide accurate metrics with customizable, automatically generated reports. You can monitor everything from course completion rates and certificates issued to engagement in specific modules.
💡 Monitor learner progress throughout the process and implement automation to re-engage users who show signs of dropping out of the onboarding course.
7
Frequent product updates
Your product team is on a roll, developing and releasing new features every few months. While this is great news, it can harder for your customer-facing teams to track and also for you to update your knowledge bases.
How an LMS can help you: With an LMS, you can ensure that your customer-facing teams, from sales to customer support to success teams, are aware of all product updates. You can easily create and share new training materials in their existing courses.
Likewise, you can update your knowledge center so that customers always have up-to-date information.
💡 Send automated notifications to users about new updates and related training availability to ensure they are always informed.
Customer Onboarding Complete – What’s Next?
Congratulations on rolling out a customer onboarding program! Then don’t forget to collect and act on customer feedbackwhether it’s your product, onboarding process, or resource availability. Offering rewards can also build customer loyalty and help you build repeat business.
A learning management system like Learn the worlds enables you to deliver seamless customer onboarding experiences that engage customers and build loyalty. Explore features like our AI assistant, built-in content creation, rich integrations, branding, reporting, automations, assessments, survey and certificate creators, user tagging and segmentation, and many more!
Start your 30-day free trial now to see how LearnWorlds can transform your customer training once and for all.
More than 9,000 brands trust LearnWorlds to train their employees, partners and customers.
Further reading might interest you:
(Visited 356 times, 1 visits today)
Androniki Koumadoraki
Androniki is a content writer at LearnWorlds and shares instructional design and marketing tips. With solid experience in B2B writing and technical translation, she is passionate about learning and disseminating knowledge. She is also a budding yogi, an avid reader, and a talented transponder.
