Your Client Onboarding Questions Answered

By Garrett O'Brien
Apr 21, 2021

So you’re onboarding new clients and you have questions about the process. You won’t be disappointed with these answers! Everyone has onboarding questions about how the process will work. We get that, and we want you to succeed as much as you want you to succeed. We are here to help.

Here are the top five onboarding questions we get asked, and some answers that will help you nail every implementation you tackle from now on.

 

Can I Automate My Onboarding Process?

Answer: Simply put, yes.

There are project management tools and onboarding solutions. Although, you can use a project management tool for onboarding, we don’t recommend it. It’s like getting a Phillips screwdriver for a screw that needs a flathead––it’s a tool, but it’s that tiny little thing that can make all the difference in how the process goes.

G2 has a great list software solutions. Here is their category for client onboarding.

These client onboarding solutions can help you automate emails, reminders, task updates, etc. Some of them even have templates that you can apply to new projects. Some of them also have options for integrations so you can apply other tools to your onboarding solution.

 

What Kind of Communication Should My Customers Be Receiving?

Answer: Everything they need to know to keep the project moving.

The first thing your customers should receive is a welcome email that outlines the onboarding process with contact information. You want this process to be as transparent as possible. If you’re detailed and clear in your communication, it will move the process along more quickly if people aren’t stopping to have you go over things again.

Next, your customers should receive project invitations, overviews, assignments, due dates, and overdue reminders. Keep in mind that you have complete control over which tasks are visible to a client and how much detail they see. You don’t need to worry about them seeing internal-only information, as it could add confusion.

Finally, your customer should receive milestone completion communication. When a task or milestone has been completed, don’t forget to celebrate the wins! This helps make the onboarding process engaging and fun, and it also helps get ready for the next task or milestone.

 

What Should My Clients See?

Answer: Only what you want them to.

Clients should only see the tasks they are participating in, so if there are internal processes you’d like to keep to yourself, you can. And your customers can keep their internal processes private too.

Remember, to provide some transparency and visibility at the beginning of a project. Clients can feel like you’ve forgotten about them or worry that you might not be doing anything if not. They should rest easy and trust you are hard at work delivering their product or service––and you can keep all the behind-the-scenes details out of sight.

 

How Can I Help My Customers Engage in the Onboarding Process?

Answer: Set their expectations for the onboarding process and be transparent.

It’s important you introduce your customers to how you’ll be managing the onboarding process. Whether it be spreadsheets or a client onboarding solution, it should be easy for your customers to work with you, not just the other way around.

You can set the tone for a positive onboarding experience early on by setting expectations and providing customers with a clear idea of what they’ll be expected to do. You have two great opportunities to set these expectations:

  • The Welcome Email. This is the first email a new customer gets from you after you create their onboarding project. Try adding a line or two that lets customers know you’ll be using a great tool/process that will keep them updated about where the project stands and what they need to do.

Bonus: If you’re using a client onboarding tool, they can get task information in an email, on the platform itself, or through the mobile app—whatever they prefer.

  • The Task Descriptions. Task descriptions can include a few simple instructions, for example, reminding people to mark the task as “Done” when they finish it. These small prompts and reminders will empower your customers to keep their project running smoothly.

 

 

We know first-hand the problems that come up when you don’t have the right tools to onboard new clients. Hopefully these common onboarding questions and answers helps shed some light on the process!

If you want to read more about onboarding best practices, click here.

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