Landing a new client is a great thing. Keeping that client, now, that’s where the challenge is. The first few days after the sale are perhaps some of the most crucial in the entire process. These are the times when doubt is highest and when faults are spotted. How do you break through this static and keep a customer in the fold? The answer may be simpler than you think: successful customer onboarding.
How Do I Make Successful VoIP Customer Onboarding Happen?
Successful customer onboarding can be accomplished by keeping four simple points in mind.
Know their network. Customers concerned about their new technology purchase often calm down with a prompt response when issues arise. By having information about bandwidth, routers, switches and firewalls, you can prepare and troubleshoot quickly. If you don’t manage the network, request access to login details or an introduction to the gatekeeper of their network so you’re able to help when support is needed.
Take it slow. While the temptation is to get the new client onto new systems as rapidly as possible, it’s usually better not to go too fast. Although cloud phone system installs are relatively simple, rushing through them can cause details to be overlooked. Reviewing what is already in place in terms of incoming call handling, groups, speed dials, and busy lamp fields, helps ensure a smooth onboarding process.
Become the trusted advisor. Any time you can provide suggestions to your new client is an opportunity to improve your image. Call attention to things that could be improved on their end while pointing out what you’re planning to do. Then, start making recommendations – with a timeline if possible – about what to do next. This helps engender a consultative approach that helps you become the trusted advisor and someone to call when things go wrong.
Stay in touch. This point may seem like a no-brainer, but it’s key to remember that your client may be looking to you for more than just cloud connectivity. If you’ve provided a painless onboarding process, they will most likely ask you for advice on solutions of all kinds. We have found that checking in regularly during the first quarter after onboarding the client is crucial to future sales.
Getting Help for Successful VoIP Customer Onboarding
You’ve got a good plan described above, but if anything still seems unclear, reach out to us at D3UC. Working with a partner like us opens up a whole new option in successful customer VoIP onboarding, thanks to our white-label cloud phone option. We’re telecom veterans and have expertise in managed service provider (MSP) business. So, until you’re sufficiently confident in selling, installing, marketing and providing support for your new VoIP service, we’ll work with you, just like we were your employee. All these options and more are yours to choose from, so just drop us a line to get started.