Engaging customers is the first phase of the customer journey as soon as they use a product or service. This phase of the customer journey often defines your relationship with the product or brand. It is important that this experience be as positive as possible.
The more complex the product, the more strategic the customer loyalty process. For example, SaaS products may require ongoing guidance, training, and correspondence.
Effective automated onboarding can include elements such as:
1. Software lessons or training
2. Online documentation
3. Correspondence, by email, telephone or in person
4. Application guide and contextual training
Optimizing the uptake process is critical to reducing customer demarcation and maximizing retention. After all, customers can go without a product even after they buy it – and many do when their experience doesn't live up to expectations.
Further advantages of effective customer loyalty are:
1. Increase customer loyalty, loyalty and satisfaction
2. Higher income – eg. lifetime value – from successfully integrated customers
3. Reduced workload for coaches, technical support or customer service representatives
Customer engagement should be seen as part of the customer experience. Like any other part of the customer journey, it must be mapped and optimized.
One way to optimize integration in today's digital workplace is a digital acceptance platform (DAP). This advanced embedded platform automates various aspects of the ingestion process, such as software training and correspondence. Such automatic activation reduces one's working hours, enhances the border experience, and reduces frustration during the activation process.