Steps Companies Need to Take for a Delightful Customer Onboarding Experience

The first interaction with a customer can be the make-or-break moment for a company. The onboarding experience is the first impression you make on your customers after they have purchased from you. It’s what they remember and what they talk about, so it’s important to make it count.

According to a survey by Wyzowl, 63% of customers report considering onboarding an essential element in making the final decision. That means companies need to make sure their customer onboarding process is delightful and memorable. They need to make sure it’s easy for customers to get started with their service and make them feel like they are part of a community.

There are some steps that companies can take to ensure they provide a delightful customer onboarding experience:

Provide Personalized Experience

Personalized customer onboarding experiences are important to your customers. According to Zendesk, 87% of customers want companies to put extra effort into providing a consistent experience. This means that your company should put the same amount of effort into the onboarding process as you did into the initial marketing campaign.

When it comes to personalized customer onboarding experiences, you need to know who your customers are and what they want. You need to also understand what they expect from your product/service and how they want to be treated by your company.

For example, if you’re selling an app that helps people lose weight, then your ideal customer is probably a busy mom who wants guidance on how she can eat healthy. She may also want support from other moms who have been through similar situations in their lives so that she feels less alone during this difficult time in her life.

You should also make sure that all employees involved in the customer onboarding process have access to this information. This will ensure that everyone knows what needs to be done before contacting clients or potential clients about their needs and wants when using your app or service.

Embrace Identity Management Solutions

During the onboarding process, customers are at their most vulnerable. They have just explored new products or services, and they need to prove who they say they are. If this process is not handled properly, it can be a very frustrating experience for the customer and can lead to fraud or other issues later on.

Identity management solutions are a must-have for companies looking to embrace a delightful customer onboarding experience while avoiding the chances of fraud. These solutions help you provide the best possible service by verifying your customers’ identities and saving them from the hassle of filling out forms again.

Document verification is a sub-set of identity management. It helps in preventing fraud and saving both customers and the organization money. Many organizations struggle with verifying documents, which can lead to an increase in customer fraud, as well as a waste of resources on paperwork processing.

However, by using an identity management solution that includes document verification, you can save your business time and money while proving yourself as a trustworthy company to do business with.

Once you’ve decided what it is that you’re looking for, you can book a demo now or later, depending on the solution provider’s availability. Make sure you select a company that specializes in identity management solutions. Otherwise, you could end up wasting time and money.

Gather and Implement Customer Feedback

Onboarding is a crucial part of the customer experience. It’s the first interaction that you have with your customers, and it sets the tone for how they will interact with your company for years to come.

But what does it take to make sure that your onboarding process is delightful? The answer lies in gathering and implementing customer feedback.

As per the Customer Onboarding Survey 2022 by Rocketlane, 66% of organizations seek customer feedback 1-2 times during the implementation process, and 48% prefer emails and calls for gathering feedback. This feedback can help companies identify areas where they are doing well, as well as areas where they can improve their onboarding processes.

When you implement customer feedback in creating a great onboarding process, you’re telling your customers that they are important to you. And when you implement a poor onboarding process? Well, let’s just say there’s nothing more frustrating than having an awful experience with something that should be easy.

Provide Top-Notch Support to Customers

Providing top-notch support to your customers is one of the most important steps you can take to ensure their success with your product.

Roughly 64% of customers want real-time responses and interaction from companies, as revealed by State of the Connected Customer Report. That’s right! Your customers are waiting for you to respond to them. And they expect it to be done in a timely manner.

If you don’t provide top-notch support during onboarding, you risk losing your new customer before they even get started with your product. This is especially true if they’re using your product for the first time. 

If someone is using your product for the first time, they’ll likely have questions about how things work or where things are located within the app. It’s up to you as a company representative to guide them through these questions and provide the answers that will help them get the most out of your app or service during onboarding.


The customer onboarding experience may be a small part of the overall customer journey, but it is an important one. The first experience with your company can make or break whether customers continue to use your product or service.

The first impression that you make on your customers is crucial because it sets the tone for all future interactions with them. If you do not provide a delightful customer onboarding experience, then you are missing out on an opportunity to engage with your customers and create loyalty.