{"id":7109,"date":"2020-01-30T11:25:56","date_gmt":"2020-01-30T10:25:56","guid":{"rendered":"https:\/\/woodpecker.co\/blog\/?p=7109"},"modified":"2025-01-21T10:25:05","modified_gmt":"2025-01-21T09:25:05","slug":"how-to-scale-customer-onboarding","status":"publish","type":"post","link":"https:\/\/woodpecker.co\/blog\/how-to-scale-customer-onboarding\/","title":{"rendered":"How to Scale New Client Onboarding Process in Your SaaS without Losing a Personal Touch?"},"content":{"rendered":"

Your sales team puts a lot of effort into finding the right prospects and starting a relationship with them, warming them up from cold to sales-ready. But conversion is not the end of a customer journey. It\u2019s actually just the beginning. And if you want to maintain the relationship your sales team has started, it\u2019s very important to take care of your customers\u2019 experience from the very beginning.<\/p>\n

If the customer journey kicks off smoothly and the customers know how to succeed with your product from day one, it\u2019s more likely they will stay loyal to your solution and recommend it to others<\/a>. It’s important for any business<\/span>, but especially for a SaaS<\/span> company.<\/p>\n

Let\u2019s see how to plan a SaaS<\/span> customer onboarding process that will help you maintain a high customer retention rate and build brand advocacy. Based on our own experience.<\/p>\n

STEP #1 Segment your customer base<\/h2>\n

Your onboarding process should start with analyzing your newly acquired customers and selecting those who fit your ICP. Why is that important?<\/p>\n

Because the more targeted your onboarding communication, the more effective it will be. In order to help your customers succeed, you need to know what they want to achieve with your SaaS<\/span> product. And to know that, you need to be familiar with their business<\/span> goals. That\u2019s why focusing on your ICP is the way to go.<\/p>\n

If you don\u2019t have your ICP defined yet, check how we did it at Woodpecker<\/span>:
\nWhat Does \u201cIdeal\u201d Really Mean in the Ideal Customer Profile? >><\/a><\/p>\n

Once you have analyzed your customer base and chosen the right contacts, it\u2019s time to focus on helping them get started off on the right foot.<\/p>\n

STEP #2 Create an onboarding email sequence<\/h2>\n

Let\u2019s move on to writing the content of the onboarding emails<\/span>. Your sequence should contain an opening email<\/span> and two or three follow-ups<\/a>.<\/p>\n

What to write in the opening email copy?<\/h3>\n

The opening email<\/span> engages the customers into the onboarding. It\u2019s a place for the Customer Success Officer to introduce themselves as a person who will guide a customer through the onboarding stage. The opening email<\/span> should also highlight the value of the product, or in other words, showcase how it can improve your customers\u2019 business<\/span>.<\/p>\n

How to do that? For example by mentioning a few customer success stories. It\u2019s best to choose cases of companies similar to the target group in some way. They may share the same business model or be their industry peers. The point is to give your customers real-life examples of companies they might be familiar with who are now the power users of your product.<\/p>\n

To get a better picture of what I mean, check this example of an opening email<\/span> copy:<\/p>\n

\n
\n <\/span>\n <\/span>\n <\/span>\n <\/div>\n
\n

Hi ({FIRST_NAME}),<\/p>\n

Thanks for signing up to Colliber.co. We\u2019re thrilled to have you as our premium user!<\/p>\n

My name is Lily and I\u2019m the Customer Success Officer in Colliber Team. I\u2019d like to guide you on how to incorporate Colliber into your process to get the best results.<\/p>\n

Let\u2019s start with some pro tips for smooth technical setup. In order to sync the tool with your customer database and save time on manual data import, you need to generate the API key and add it to your CRM. To do that, open your Colliber account and go to Settings–>API key and generate the code. Here\u2019s a tutorial on how to do that. If you need help, don\u2019t hesitate to contact me.<\/p>\n

PS In the meantime check how Colliber helped {{SNIPPET_2}}\u2019s team improved their {{SNIPPET_2}}: click here to read the case study.
\n—
\nBest
\nLily
\nCustomer Success Officer at Colliber.co<\/p>\n\n <\/div>\n<\/article><\/span><\/p>\n

What\u2019s the pattern here?<\/p>\n

    \n
  1. After greeting a new customer, you should introduce yourself and explain why you reached out to them.<\/li>\n
  2. Then, you can give a helpful tip on a tricky part that you know your customers often get stuck at. Leave the detailed instructions to a separate tutorial under a link. But keep in mind that the customers at the onboarding stage don\u2019t want to know all the nitty-gritty of your solution. They just want to see how to get started and how to use your tool to achieve their desired outcome.<\/li>\n
  3. Finally, you may want to show your product in a practical context. For example, mention a relatable case study that supports the value of your product for a company like theirs.<\/li>\n<\/ol>\n

    How to add value in the follow-ups?<\/h3>\n

    Should you always include follow-ups? Definitely yes. This way you show the customer that the emails<\/span> they receive are not just automatic messages generated by the system, but come from a real human being who wants to build rapport with them.<\/p>\n

    \n