The onboarding experience makes or breaks customer brand loyalty, retention, and lifetime value. A smooth onboarding process keeps customers engaged and gives them reason to stay, while a poor one discourages them from using the product.
In fact, highly engaged customers buy 90% more often, spend 60% more per transaction, and offer 3X the amount of annual revenue compared to unengaged customers, but 90% of customers report their onboarding experience could be improved (Flatfile).
Owner.com was among those companies challenged by their onboarding process.
Before implementing ServiceBell, Owner.com had three representatives onboarding customers over the phone, verbally instructing them without seeing their screen.
Explaining a complex software over the phone without seeing things from the customer's perspective is difficult, time-consuming, and frustrating for everyone.
"Instructing customers over the phone confused them and frustrated our reps. Onboarding conversations were prone to mistakes, unnecessary back-and-forth, and loads of wasted time. It was painful for everyone involved.
Reps quickly become dissatisfied with their jobs when they repeatedly endure the same painful onboarding experience, leading to higher employee churn rates, costing the business morale, productivity, and ultimately, their bottom line.
Customer experiences are also negatively impacted, not only because they're frustrated by a long onboarding process but also because they can tell when a rep is unhappy with their job.
Despite trying to render an amazing onboarding experience, Owner.com's reps could only do so much with the tools at hand.
They needed a solution that stripped all of the friction from their onboarding process - a seamless way to see exactly what their customers see, and walk them through every step of the process.
They needed ServiceBell.