5 Tips for Successful Customer Onboarding

5 Tips for Successful Customer Onboarding

Struggling to turn visitors into customers?

With attention spans on the decline, it can feel like pulling teeth to turn a potential customer into an actual one. Yet it’s not always the customers to blame. Either way, improving your onboarding process is the best way to ensure customer engagement. So don’t let your customers wander off! Here are 5 tips for successful customer onboarding.

Establish Expectations

Potential customers want to know what they’re getting into. This isn’t Christmas; it’s not a time for surprises. Instead, be upfront with your customers about the benefits of onboarding. Make clear exactly how onboarding brings your product and your customer closer together. But always do so through the customer lens. When onboarding new customers, keep the focus on what the customer gets out of your onboarding process.

Keep It Simple

We all have only a finite amount of mental resources to spare, and no one wants to spend them figuring out a byzantine onboarding experience. Keep it simple. Give your customer only a handful of actions to complete and keep information to the strictly essential. Think of each action and new info dump as a barrier your customer has to physically smash through to get to your service. With too many barriers, they’ll never make it to the end.

Be Bold

A surprising amount of onboarding success boils down to our basic human instincts: we like big, visible things. It’s just what our brains deal with best. So keep this in mind as you craft your onboarding process. The most important elements should be the biggest or most colorful, and any information presented should be in a digestible format. New customers want certainties presented in a way that makes them easy to take on board. Go through your onboarding process and do away with anything wishy-washy.

The Hands-On Approach

Research continues to suggest that people learn better by doing. So onboard your customers via a hands-on approach. This will keep customers from growing bored of lengthy explanations and encourages active engagement with your service. Along the way, the customer will learn the basics first-hand. That means they’ll be prepped when it comes to engaging further with your service.

Allow a Deeper Dive

When your customers reach the final stretch of the onboarding path, they may start casting around for more information. This is the point where it’s appropriate to get into more detail. The best way to do this is to put that info at your customer’s fingertips without dumping it all on them. For instance, a menu or series of buttons can take customers to sections where they can learn more. Just like the hands-on approach, this gives the reins to your customer, empowering them to learn exactly as much about your service as they want to—no more and no less.

Congratulations! Another Successful Customer Onboarding

These tips should help you create a successful customer onboarding experience, to the delight of both you and your customers alike. It could be just what you’re missing to take your business to the next level. Looking for more ways to transform your online presence? Check out our Online Reputation Management service.

How to Add FaceBook Messenger chat to your WordPress website

How to Add FaceBook Messenger chat to your WordPress website

We live in a real-time world and sometimes your customers just need a quick answer. There is no better tool to answer quick questions than a live chat widget on your website. There are many paid options for live chat, but Facebook provides a pretty good if not one of the best options for free. Its Facebook messenger and the good news is that your clients are probably already using it.

Why Use Messenger’s Customer Chat on Your WordPress Website?

1. Your customers are already using it.

This cannot be stated enough. There are 2 billion people already using Facebook messager, chances are your target customer is one of them. Why force them to use something else. Meet them on their own turf and make it easy for them to talk to you.

2. Target the customer again and again…and again

Once the customer engages with you once, Facebook records the interaction and will let you build a custom audience that you can run ads against.  You can even use the sponsored ads feature directly in Facebook messenger. If a customer is reaching out to you, then they are most likely a high-quality lead. Facebook Messenger lets you re-engage as often as you need to.

3. Build and integrate Chat Bots.

Danger Will Robinson, Danger! Ok, not that kind of Bot. Facebook messenger platform allows you to build chatbots that can handle basic conversations without you and even learn the best ways to respond over time. Imagine your website engaging in a natural sales or customer service conversation then sending you only customers that are ready to convert! The Facebook platform makes this not only possible but relatively easy.  

Adding the Facebook Messenger Plugin to Your WordPress Website

So we’ve reviewed the benefits now let’s go ahead and add this thing to our WordPress site. Facebook messenger chat can be added to your WordPress site Website in a number of different ways. We could use a plugin, but at EZtransition we tend to avoid using plugins if we don’t have to. This is a clear case of “don’t have to”.  Since all our websites are powered by the DIVI framework, it super easy to paste some code into the theme which will give you that coveted Facebook chat widget at the bottom right corner of your page.

  1. First, we need to get the code from Facebook. Go to your Fan page → Settings → Messenger Platform. In the Whitelisted Domains, enter your website address. Then click Save to complete.
  2. Scroll down to the Customer Chat Plugin section and click “setup”.
  3. Follow the three-step wizard then copy the resulting code.
  4. Go to the General tab click on messages, check the box allowing people to use the message button, and save the changes.

Now we need to get your code on your website.

  1. login to your WordPress site.
  2. go to Divi -> theme options -> integrations
  3. paste in your facebook code into the box that says “Add code to the < body > (good for tracking codes such as google analytics)”

That’s it, you’re done. Sit back and enjoy the customer conversations. If you’re an EZtransition customer, you can simply open a ticket and we’ll do this for you on request.