From prospect to evangelist, HubSpot’s customer success managers have a direct impact on the customer experience. They guide new customers through the onboarding process and support them via phone and email throughout the rest of the customer journey. This provides users with a reliable resource they can reach out to whenever they want to learn how to use a product, have a question about a service, or are interested in buying something new from the company.
4. Redesign Your Onboarding.
First impressions can have a big influence on the customer experience, particularly right after a purchase is made. That’s why it’s important to offer an onboarding program where you can teach new customers how to use your product or service. This will ensure new users won’t get frustrated learning your product and won’t abandon it because they feel it’s too complicated or doesn’t fit their needs.
Business Example: Duolingo
Learning a new language takes time and many people give up before they master the language of their choosing. Duolingo understands this challenge and has thus designed its onboarding to optimize customer retention. It has an easy and interactive setup process so you can jump into lessons right away, and it’s daily goal notifications, like the one below, act as a nice reminder to return the app each day. Continue reading “6. Add a Chatbot to Your Website”