Your Client Onboarding Questions Answered
By Garrett O'Brien
Apr 21, 2021
Two men and a girl between in a question mark

So you’re onboarding new clients and you’re looking at GuideCX to help you do it. You won’t be disappointed! GuideCX® is a purpose-built tool designed to make the client onboarding process faster and easier for you and your customers, but we understand that onboarding questions are inevitable. Even though GuideCX promises a better onboarding experience doesn’t mean you don’t have 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 about GuideCX, and some answers that will help you nail every implementation you tackle from now on.

 

What Part of My Onboarding Process Can I Automate?

Answer: Any manual, repeatable task.

When you create a new project in GuideCX, everyone invited to the project automatically gets a welcome email and a quick overview of what’s coming next. This eliminates the black hole of communication that sometimes happens during the hand-off from the sales team to the implementation team.

By the way, if you want to go next-level on your automation, you can connect other tools to GuideCX and use them to trigger automated responses. More on that below.

Making contact right away lets your new customers know you are hard at work on their project, even if you are still working on internal processes like setting up the project and holding internal kickoff calls. And since GuideCX sends the welcome email right away, you don’t have to remember to do it.

GuideCX also sends automated status updates when tasks are completed, and automated task reminders when something is late or needs to get done. Automated updates save you time—no more spending all day writing emails to follow up on deliverables—and help your project move forward faster.

If a deadline or delivery date does change, GuideCX can update the deadlines for any dependent tasks for you.

 

What Kind of Communication Will My Customers Be Getting from GuideCX?

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

Automated messages your customers can receive include project invitations, project overviews, task assignments, due date reminders, and overdue reminders. These are sent through GuideCX but they’ll look like they came from you.

If completing a task needs special approval, the person who has approval authority will get a message. If a task gets stuck, GuideCX notifies the people who need to get it unstuck. And once a task is done, GuideCX lets everyone know so the team can feel confident moving on to the next step.

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 in automated reminders.

 

What Can My Clients See?

Answer: Only what you want them to.

Clients can only see the tasks they are invited to, 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.

But remember, if you don’t 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. With GuideCX you can make a step or task visible and still hide the details. Clients can rest easy that you are hard at work delivering their product or service, and you can keep all the behind-the-scenes details out of sight.

Sign up for a free 14-day trial of GuideCX and see firsthand what your customers will experience.

 

Can GuideCX Integrate with My Other Tools?

Answer: Absolutely!

Let’s say your sales process uses Salesforce to track deals, and your implementation team wants to use GuideCX for client onboarding. Are you bracing yourself for a lot of extra manual work to get the same information in both systems? Don’t!

Through our Open API and Zapier, you can easily integrate GuideCX with hundreds of other platforms. GuideCX also features native integration with Salesforce, Hubspot, JIRA and Slack. Simply connect the two systems and GuideCX will take it from there. For example, you can create a workflow that will auto-start a new onboarding project in GuideCX once an account is marked Closed Won in Salesforce.

This kind of automated integration saves you the time of manually entering and transferring information between systems. It also helps eliminate the risk that critical information gets lost. When you can work faster and more accurately, your customers can start enjoying the value of your product and service sooner. And your team has increased capacity to take on more new client onboarding projects. That’s what we call a win-win.

 

How Can I Help My Customers Use the Onboarding Platform Effectively?

Answer: Set their expectations for the onboarding process.

Even though your customers won’t know you’re using GuideCX (the tool will reflect your brand), it’s important you introduce them to how you’ll be managing the onboarding process. We designed GuideCX to make it easy for your customers to work with you, not just the other way around. We’ve also made it easy for your customers to interact with the project using email. This is important when working with enterprise or other customers who may have strict security protocols that prohibit access to external tools. With GuideCX, it’s no problem. Your customers do not need to access the portal. They can update tasks and receive status reports through email.

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 that will keep them updated about where the project stands and what they need to do.

Bonus: 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.

Watch a demo to see how you and your clients will interact with the GuideCX platform.

 

Work Smarter and Faster with GuideCX

We know first-hand the problems that come up when you don’t have the right tools to onboard new clients. We created GuideCX to fix them. GuideCX removes friction and confusion from the onboarding process and helps you deliver value to your customers faster. Hopefully these common onboarding questions and answers helps shed some light on the process!

Ready to take it for a test run? Request a free 14-day trial of GuideCX today.

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