What happens when you onboard new clients?
Do you have a robust “new client” process, or is it a bit messy?
If your onboarding process is poor, then your clients might feel confused or uncertain, which is the last thing you want going into a new client relationship.
That’s why it’s important to be strategic, perfect your process and make it as smooth and exciting as it can be.
But how can you do that in practice?
Easy: with a quiz!
In this article, I’ll show you exactly how to use a quiz to take your client onboarding from messy to magnificent.
The importance of a great client onboarding process
First of all, what do I mean by ‘client or customer onboarding’?
It’s the combination of the customer service and sales touch points needed to turn a qualified prospect into a client, welcoming them into your business.
It’s also about guaranteeing a good relationship right from the beginning.
Client onboarding is particularly popular for service-based businesses but it’s vital for SaaS and certain types of products, too. Why?
- Customers are 50% more likely to stay loyal to a brand with an effective onboarding
- For 63% of SaaS customers, the onboarding process is key when deciding to subscribe to a product
- 74% of them will jump ship if the onboarding is too complicated
So, your client onboarding can literally make or break your sales and your relationships with customers.
Why use a quiz for customer onboarding?
With a quiz, you get to find out A LOT about each prospect and client, and that means you can:
- Pre-qualify your leads
- Nurture them accordingly
- Tailor your onboarding experience and overall collaboration to their situation, needs and preferences
- Set yourself up for success
And when you use professional quiz builders like ScoreApp? You can also:
- Keep all your customer information in one place by integrating your quiz with your CRM
- Automate your next steps, like having different email sequences for each type of lead or new client
How to perfect your client onboarding using a quiz
Now that you know why it’s important to have a strong onboarding process, let’s look at how to create one with a quiz – step by step.
Ask questions to understand each client’s needs
Start by creating a quiz as a free lead magnet. This should be something your audience will WANT to take but that also allows you to collect data.
For example, if you run an SEO agency, your quiz could be “Get your FREE SEO report,” or if you’re a business coach “What type of freelancer are you?”
When it comes to client onboarding, the main aim of your quiz is to understand the situation of each individual prospect.
This will change depending on your business model, industry and audience, but some handy starting points are:
- What’s the biggest problem they’re experiencing?
- What are they hoping to achieve by investing in your product or service?
- What’s their current understanding of your industry, brand and types of products or services?
- What’s their budget?
- What are their values, beliefs and preferences?
Once you know all this? You can offer each prospect more personalised (and therefore valuable) communication, suggestions and processes – before, during and after they become a customer.
Segment your customers based on their quiz responses
Use your quiz answers to divide your prospects into different categories.
There are lots of ways of segmenting your customers using a quiz. For example, depending on your type of business and goals, you might want to focus on:
- Demographics (like their job role and income)
- Behaviours (how they interact with your products or services)
- Psychographics (such as their personal traits and beliefs)
and so on.
Overall, the goal is to segment your prospects in a way that would make your onboarding smoother and more effective.
With ScoreApp, you can do all this automatically!
Create customised client onboarding journeys
Once you’ve segmented your audience with your quiz, it’s time to plan the best onboarding process for each group.
It’s tempting to use a cookie-cutter approach and have the same onboarding for everyone, but trust me: you’d be leaving SO MUCH money on the table!
People have different problems, needs, levels of awareness and preferences.
So, to impress your customers right from the start and maximise your chances of success? You MUST make their onboarding feel personal and valuable to them. How?
Look at your quiz questions and segments
For someone to fall into a specific category, what answers would they need to give? And what does that say about their situation?
Maybe someone answered that their budget is £1,000 per month. Then, it’d be counterproductive to try and get them on a call to sell them your £5,000 package.
Figure out what touchpoints they require before buying from you
If someone’s pretty much ready to buy, they might only need one sales call.
But if a prospect still has lots of concerns and misconceptions about your industry or products? You’d be wasting your and their time by getting on the phone with them right now!
Instead, send them relevant and valuable sales-enablement content to answer their questions and take them to the next stage.
For example, if they answered “We don’t blog on our business website,” you could send them a link to your article on “How blogging brings you 67% more leads.”
Make sure you’re giving them the right support while and after they become customers, too
What happens after someone has said ‘yes’ on a call or subscribed to your SaaS product?
Well, depending on what quiz answers they gave you, they might need different levels of support.
So, get clear on what these are, and set up the right processes and email sequences for each segment.
For example, this might include a welcome pack with instructions, links to your most relevant tutorials, articles on how to make the most of their investment and so on.
Improve customer communication during your onboarding experience
Your prospects and clients should never be left wondering “What’s going to happen next?” or “What should I do now?”
Instead, your onboarding process must ALWAYS be clear and engaging.
For the best results, you can also tailor your communication around each prospect’s needs and preferences.
For example, do they prefer calls or emails? Are there time zones you should take into account? And would they rather learn by reading an article, watching a video or getting on a call with someone who’ll guide them through the process?
Not only will your onboarding be smoother and more successful: you’ll also impress your customers by showing them you actually care about them!
Align your customer expectations using a quiz
Remember when I said that the main goal of your onboarding quiz is to understand each customer’s situation?
That doesn’t only include their current one. You can (and should) uncover their future goals, too.
Then, once you understand their expectations, you can manage them and help your customers achieve their objectives through your products or services.
For example, let’s say you’re an SEO agency and someone expects to reach Google’s first page tomorrow (which, unfortunately, is extremely unlikely and never guaranteed).
To manage their expectations, you could send them an article on why SEO tends to be a long-term game. Or how about explaining this to them on a call, sharing tips on how they can get the best out of their investment in the meantime?
Maybe you sell a business management software, and your quiz reveals that this prospect wants to gain back at least 4 hours a week? Send them tutorials and resources that’ll help them make the most of your time-saving software features.
Set up a continuous feedback loop with customers
Your main quiz will help you plan and automate the right onboarding system for each segment. However, to test it and improve it, you need to get fresh data regularly.
That’s why I also recommend setting up a different quiz to gather feedback AFTER your onboarding is completed.
For example, you could ask questions along the lines of:
- “How likely are you to recommend us to a friend or colleague based on your onboarding experience?”
- “Is there anything that could have made it even easier?”
- “On a scale of 1 to 10, how clear were you on the next steps?”
Then, review your feedback periodically to make your onboarding even more exciting and successful.
Choose ScoreApp for smooth customer onboarding quizzes
No more messy beginnings! With a strong onboarding process, you’ll set the right tone from the start.
Now, it’s time to put it into practice. With ScoreApp, you can:
- Create a strategic quiz for your onboarding
- Integrate it with your CRM and the tools you already use
- Segment your prospects
- Set up automated email sequences for each group
- Use your analytics to optimise your process even further
Take the first step towards supercharging your onboarding: create your ScoreApp quiz today and for FREE.