What Is Customer Onboarding? A Basic Guide

What Is Customer Onboarding? A Basic Guide

In our previous blog on customer onboarding, we discussed how to make the onboarding process smooth for your customers.

So, let’s now learn about some FAQS about customer onboarding and start using these tips in your business.

Let’s begin with – What is Customer Onboarding, and How Can It Help You Retain Your Customers? 

Customer onboarding is undoubtedly one of the most overlooked parts of a customer acquisition strategy, but it pays huge dividends for companies to make sure their clients remain devoted brand loyalists.

Customer Onboarding is a series of steps taken to get new customers up to speed with the product or service you’re selling.

It’s a process designed to help your customers make the most of your product or service. It’s a process done before the first time your customers use your product or service.

Onboarding is a term that has been adopted by many SaaS companies, but it can be applied to anything that has a process for a new customer to learn how to use it.

What is the Objective of Customer Onboarding?

The goal of customer onboarding is to make the transition from a customer who is not using your product or service to a customer who is using it effectively and frequently.

This can be accomplished through a variety of activities, including:

  • Create an introductory email that provides information about your product or service and how to use it.
  • Engaging new customers in a series of conversations that help them understand your product or service and get started using it.
  • Providing training on how to use your product or service effectively.
  • Helping customers find support if they need it.
  • Providing feedback and reviews to new customers after they have used your product or service.
  • Developing a customer retention strategy that helps keep customers coming back.

What is the Process of Client Onboarding?

One of the most significant time-consuming aspects of a business is the onboarding process.

Onboarding can be broken down into three phases:

  • Assessing the client
  • Planning
  • Implementation

Assessing the client involves getting to know the client and the project, planning involves choosing the right strategy, and implementing the project is underway.

When a new client signs up with your business, they will most likely be greeted with a welcome email.

This welcome email should be short, informative, and answer any questions the person may have. If a client has a lot of questions, it is best that you simply call them.

The phone call allows you to get to know your client and understand their needs. Don’t try to handle everything in an email.

If you feel that you may be losing a client because of the long onboarding process, you need to re-evaluate how you are handling new clients.

The key steps in client onboarding are:

  • Introducing the company and its mission
  • Assessing the client’s needs
  • Defining and outlining the client experience
  • Setting up communication channels and agreeing on timelines
  • Tracking progress and ensuring quality of service>

How Do You Measure the Success of Your Customer Onboarding Program?

The success of your customer onboarding program can be measured in a variety of ways.

Some measures might focus on how many new customers are recruited or retained, while others might look at CSAT Scores or customer churn rates.

There are a number of tools and methods available to help you measure your customer onboarding program’s success.

You can use customer survey data to track how customers feel about the process of signing up for your product or service, or you can use engagement metrics such as bounce rates or time on site to measure how well your customers are engaging with your product.

Ultimately, the goal is to ensure that new customers become fully vested in your product and service and that they remain loyal customers for years to come.

How Do You Onboard a Client Effectively?

The best way to ensure that a client has the best possible onboarding experience is to make them feel engaged in your brand and give them reasons to keep coming back.

If you don’t, they might just get lost in the sea of digital marketing messages and forget about your business.

A good idea may be appealing to those who use your product or service on an ongoing basis by offering discounts or additional services which otherwise are not available without returning.

Why Is Client Onboarding Important?

Keeping your customer’s happy starts with client onboarding. The more satisfied customers you have, the more likely they are to:

  • Purchase regularly from your company
  • Refer your company to their friends
  • Remain loyal to the company’s services, hence, reducing customer churn

How Does Digital Onboarding Differ From Customer Onboarding?

Traditional customer onboarding involves taking a customer through a series of personal interactions, such as explaining features or answering questions. This process can be time-consuming, while digital onboarding takes advantage of technology to simplify the process for customers.
Digital onboarding is becoming more common because it is an effective way to increase customer loyalty and improve customer retention rates.

Organizations that use digital onboarding techniques are able to create a smooth transition for their customers, which leads to increased customer satisfaction and decreased customer turnover.

Approximately how long does it take to onboard a new client?

It takes up to 30 days to onboard a client.


We have provided a variety of information on some of the most common challenges companies face when trying to onboard new customers, including how to design the onboarding process, and how to make the process run smoothly.

Hopefully, these FAQs have answered some of your questions regarding customer onboarding solutions.

If you are struggling with your customer onboarding challenges, then please write to us and share your story. We would love to hear from you!

Author Profile

Rajesh Ramachandran
Rajesh Ramachandran
Expertise in regulatory and product compliance with over 15+ years of industry experience. Rajesh is an experienced business operations manager who provides his clients with integrity, knowledge, and strategic support on issues including regulatory and product compliance.

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