Are you looking to ensure that your new HubSpot customers have a smooth onboarding experience?
If so, then there are some things you must consider.
HubSpot Onboarding is the process of getting users up and running on HubSpot for the first time. It’s crucial to the success of your business because it sets the foundation for all future interactions between your team and users. If done incorrectly, it will make for a frustrating user experience, which will cause them to leave immediately.
It’s important to remember that when someone signs up for your product or service, they’re most likely doing it because they want something from you—which is most of the time, assistance with their marketing.
The last thing you’d want is for users to get frustrated with your product because the process and system aren’t user-friendly. Ironically, it’s usually at this point when they’ll most likely leave, not giving you another chance to convince them otherwise.
But some easy-to-implement solutions can help ensure your users have a seamless experience when they begin using HubSpot. Here are nine of them:
1. Select the Right Package
Schedule your onboarding process while the user is currently at the stage of needing your services. These stages can be found in HubSpot’s marketing grader.
The easiest way to do this is by going into an account you’ve helped create and set up for the onboarding, then check the top of the ‘Marketing Grader’ section, which tells you the stage they’re currently at.
Then, select the appropriate package based on where they are in their buyer’s journey, which will set up your content to align with their needs from the get-go.
In doing this, you’ll have a high chance of avoiding any frustration and churn because your product will seem relevant to them right away.
2. Personalize Your Emails
The most effective emails are personalized. When using HubSpot, it’s important to remember that all of your contacts (or potential leads) are individuals, not numbers. They don’t care about things like industry averages or ‘other people like them.’ What they do care about is feeling special and having unique experiences.
What better way to make your audience feel special than by sending them custom emails based on their previous purchase history? That’s what Mail Merge allows you to do. And with the advanced segmentation tools inside HubSpot, you can ensure that each user gets a customized email just for them.
For example, one group might receive an email highlighting ways to use your product with other software products they’re already using. At the same time, another group might get a reminder that they have other contacts in their database that are more than willing to be nurtured into sales opportunities.
3. Include User-Generated Content
People are more likely to click on content that they can relate to on a personal level. According to HubSpot, content featuring user-generated images gets 94% more total views than content without any imagery. When you create an onboarding campaign inside of HubSpot, take advantage of this fact by including images from your users up top.
The best way to do this is to ask your customers for images during the signup process itself— while they’re still excited about their purchase and before they forget all about it (the image request). But if you’ve missed that window, don’t fret. Just add a ‘powered by HubSpot’ tracking code to your ‘thank you’ page and ask them to take a picture of themselves using your product when they get the chance.
4. Ensure Consistency In Your Website
It’s easy for people to find their way from the blog posts on your website to your landing pages. The problem comes in if you have two separate teams updating each. This can cause a disconnect in messaging among different areas of your site, which will confuse users, or worse, disengage them.
To ensure seamless user onboarding, both teams need to work together from the very beginning so that there are no instances where they clash in terms of concepts and ideas.
5. Let Users Drive Their Onboarding
You can vastly improve the experience you provide for your users by letting them lead the way through your onboarding process. If they feel like they’re in control of their learning, then there’s more possibility for them to get excited about the product and even begin using it properly right off the bat.
To accomplish this, you need to make sure that all of your onboarding content is easy to understand, organized neatly into categories, and provides clear direction at every turn (i.e., ‘if you click here,’ etc.)
The goal should be to make the users feel empowered by taking complete ownership over what they learn and when they learn it.
6. Give Users a Tour Of Your Product
Let users know more about you by giving them a personal tour of your product. And if the old saying, a picture is worth a thousand words,’ holds, then building an interactive 3D visualization inside HubSpot should be well worth your time because visual learners (which make up 65% of all people) will take away more information than those who are strictly auditory or textual.
And besides, once one user has taken the tour, there’s no need to send everyone else the same content—saving you time and simplifying your workflow.
7. Create Helpful Reports
And speaking of finding information on profiles, you can make your users’ lives infinitely easier by creating helpful reports inside HubSpot. Just like the formulas described above, creating reports goes a long way towards helping your users work as efficiently as possible.
For example, you might discover a high percentage of contacts interested in service level agreements (SLAs) but uninterested in terms and conditions (T&Cs). This insight can be used to tailor the experience for those specific groups and increase the likelihood that they’ll convert.
8. Do Not Forget To Send Occasional Reminders
And speaking of conversions: just remember that not every user is going to take action on every single piece of content you provide them with during onboarding. It’s nothing personal.
Rather than getting frustrated when this happens, give your users a friendly reminder from time to time (but only if necessary). For example, if a user hasn’t logged in for 30 days, you may ask whether they need help with their account.
9. Help Your Users Pass the AdWords Exam
Finally, once every new HubSpot user has passed the AdWords exam, it’d be nice to save yourself some money by switching to Bing Ads. So why not give your users the option of automatically passing the exam based on their Hello Bar opt-in?
If someone starts using Bing daily, they’ve most likely learned enough about search engine optimization to pass Google’s Adwords bot challenge. And that means that there are no more exams for them to take. Since you can reuse these Hello Bar opt-ins across multiple users who might be interested in it, you can save yourself even more money.
Don’t let your onboarding initiative get lost in the shuffle. With a little creativity, you can create a better experience for everyone from new hires to executives without breaking the bank.