State of Customer Onboarding in 2022

By GUIDEcx
Jul 21, 2022

GUIDEcx is proud to present the first State of Customer Onboarding report. With the assistance of an objective third party, we surveyed over 2,000 data points reported by over 100 individuals in the client onboarding industry. Our team thoroughly dissected and examined all of the data before synthesizing it into one, easy-to-read report.

As a result of our research, we noticed five trends in Customer Onboarding in 2022. We introduce and explain the five trends in our State of Onboarding 2022 report.

#WFHLife is Trending

The basic definition of working and going to work has changed over the past couple of years for the majority of workers. Long gone are the days of going into the office Monday through Friday. We are now living in a world where the hybrid and work from home arrangements are common. As a result, how we communicate with each other has changed.

The State of Onboarding 2022 report found that while many respondents use messaging tools, phone/text and email as their primary means of communication, there is still a small percentage of workers who rely on in-person meetings.

With much of the communication shifting from in-person meetings to messaging devices and other forms of technology, it is imperative that customer onboarding managers have a clear and efficient way to manage projects and communicate with all stakeholders.

The survey found that 15% of companies who relied on hard-copy documents prior to the pandemic, have gone completely paperless.  Additionally, 28% report greatly reducing their usage of hard-copy documents. 

The reduction of hard-copy documents puts greater emphasis on the need to have an organized and efficient onboarding system. GUIDEcx allows you to create custom templates for your team that will track the status of your projects and secure any necessary documents.

Customer Onboarding Training and Education is Lagging

More and more companies are starting to utilize client onboarding software to manage projects, however, almost half of the respondents said the software isn’t user-friendly or they haven’t been properly trained. Imagine having a manual transmission Lamborghini in your garage. Yes, it looks cool, but if you don’t know how to drive stick, you’re stuck! The same idea applies to customer onboarding software. Having the tool is great, but knowing how to properly use it is a game changer!

GUIDEcx offers a full library of training classes to ensure that all users understand how to properly use our customer onboarding software. We also offer master classes on a regular basis for further training and the opportunity to ask our Guides any questions you may have.

Work-Life Balance is Coming into Balance

While most people in a manager position and above do work more than 40 hours a week, the study shows that respondents are not working excessive overtime.

That’s not to say that overtime doesn’t exist any more, but that the amount of overtime may be more manageable for a larger group of workers.

Less than half of the respondents (40%) reported occasionally working overtime while (30%) said they rarely or never work overtime since moving to a remote workplace.

Only 18% of respondents said they work overtime on a daily basis.

Your Guide for a More Efficient Customer Onboarding Experience

More and more companies are starting to utilize client onboarding software to manage projects, however, almost half of the respondents said the software isn’t user-friendly or they haven’t been properly trained. Imagine having a manual transmission Lamborghini in your garage. Yes, it looks cool, but if you don’t know how to drive stick, you’re stuck! The same idea applies to customer onboarding software. Having the tool is great, but knowing how to properly use it is a game changer!

GUIDEcx offers a full library of training classes to ensure that all users understand how to properly use our customer onboarding software. We also offer master classes on a regular basis for further training and the opportunity to ask our Guides any questions you may have.

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