Learn about the importance of customer onboarding and discover some helpful tips on how to execute a successful VoIP customer onboarding process.
Onboarding: The Start Of A Mutually Beneficial Relationship.
Landing a new client is a wonderful feeling. But then comes that creeping worry of how to keep that client. Client retention can be a real challenge and those first few days after a sale are perhaps some of the most crucial in the entire process. Doubt is highest early after a sale and customers are typically hyper-aware of faults (or perceived faults). How do you ease your customer’s doubts and reassure them? The answer often relates to successful customer onboarding.
How To Successfully Onboard A VoIP Customer.
Achieving a successful onboarding isn’t that complicated. It’s a fairly straightforward process, as long as you know what you’re doing. Here are four simple points to keep in mind to accomplish a successful customer onboarding.
1. Know Their Network.
Perhaps the most effective way to allay a customer’s concerns is to respond to them promptly 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, ask for the login details or an introduction to the gatekeeper of their network so you’re able to help when they need support.
2. Take It Slow.
You may feel tempted to get a new client on to new systems as quickly as possible, however, it’s often beneficial to take things slow. Cloud phone system installs might be relatively simple, but rushing through them can cause you to overlook details or clients to forget about questions they had. Ensure you devote time to reviewing aspects such as incoming call handling, groups, speed dials, and busy lamp fields. This helps create a smooth onboarding process.
3. Become The Trusted Advisor.
When you offer useful suggestions to a new client, you impress upon them both your expertise and your helpfulness. It’s helpful to suggest how they can improve things and to keep them abreast of what you’re planning to do. Make recommendations for what to do next, preferably with a timeline. With a consultative approach, you can become their trusted advisor and someone to call when they need help.
4. Keep In Touch.
Your client might want more than just cloud connectivity. If you’ve provided a painless onboarding process, they may come to you for advice on solutions of all kinds. We have found that checking in regularly during the first quarter after onboarding the client correlates strongly to future sales.
D3UC Can Help With Successful VoIP Customer Onboarding.
Now you have a solid onboarding plan, but if anything still seems unclear, please don’t hesitate to contact us at D3UC. We can help you with successful customer VoIP onboarding with our white-label cloud phone option.
We’re telecom veterans and experts in managed service provider (MSP) business. We can help you sell, install, market, and provide support for your new VoIP service. Drop us a line to get started!