Complete Guide on Onboarding Clients to Affiliate Marketing Platform

Exploring new software is equally exciting and challenging. After all, users venture into a new tech ecosystem. And while universal rules may apply, there definitely will be instances of SOS signals. How to avoid that and make the sail as smooth as possible? Read on below.

What is Client Onboarding and Why is it Important?

Client onboarding in SaaS is a critical process where new users are introduced to a software and/or platform and guided through setup, usage, and customization options by the immediate team. If done correctly, not only a company sets its clients up for a smooth sail with its tech but also recommends itself as a true expert in their sector and a caring business partner.
Here are a few more benefits emphasizing the importance of the onboarding process:

• First impressions matter

Onboarding sets the tone for the user’s relationship with the software and helps to quickly see the product’s value.

• User Adoption

Proper onboarding increases the likelihood of users fully adopting the platform by demonstrating its value and ease of use.

• Reduce Churn Rate

Early drop-offs are prevented when new users understand how to effectively use the software and address potential challenges before they become reasons for frustration.

• Support and Education

Onboarding provides essential education on the software’s features and functionalities, reducing the need for extensive support later.

• Feedback Opportunity

By receiving user feedback, companies collect data that can be valuable for future improvements and updates, addressing the potential pain points of future clients.

Who Does the Onboarding in a SaaS Company?

In a SaaS company, the onboarding process is often carried on the shoulders of the solutions engineer and onboarding manager. And here is who they are and what they are responsible for:

Solution Engineer in SaaS is a tech-savvy sales expert who collaborates with clients to tailor software solutions for their business needs. They partner with sales teams to pinpoint potential clients, understand their operational challenges, and propose appropriate software enhancements. Their role includes delivering technical presentations, guiding product demos, translating client requirements for product teams, and offering post-sale technical support. Key qualifications include excellent communication, problem-solving skills, and knowledge of software development.

Onboarding Manager in SaaS ensures a smooth client transition to using the company’s software products. They manage the onboarding process, coordinate setup and configuration, oversee user training, facilitate software integration with existing client systems, and handle data migration for clients changing systems. The role demands strong project management and communication skills, customer service experience, and a quick grasp of software and cloud systems to effectively meet and solve client needs.

 

Client Onboarding Process

Recognizing the benefits of familiarizing the client with the platform, IREV pays much attention to the onboarding process. Proven highly successful, here are the steps of the onboarding process for affiliate tracking SaaS at IREV:

• Initial Setup

This includes the creation of user accounts and configuration of the SaaS product to meet the client’s specific needs.

• Training

New users are trained to use the software effectively. Training comes in the shape of tutorials, webinars, or one-on-one sessions.

• Integration

The SaaS product is integrated with other software that the client uses, such as CRM, ERP systems, etc.

• Data Migration

If the client is switching from another system, data from the old system may need to be migrated to the new SaaS product.

• Support

Ongoing support is provided to the client to ensure that they can use the software effectively and any issues are resolved promptly.

Must-Have SaaS Onboarding Checklist

Here’s a comprehensive list of do’s and don’ts to consider, as per IREV’s approach, when onboarding clients to your affiliate tracking SaaS:

So, do:

1. Offer a welcoming onboarding experience: Make the first interaction with your software positive and inviting. Use welcoming messages and ensure the onboarding process is intuitive and friendly.
2. Provide clear instructions: Ensure that your onboarding process includes clear, step-by-step instructions on how to use your software. Use visual aids like videos, diagrams, and screenshots.
3. Simplify the process: Break down the onboarding process into manageable steps. Avoid bombarding users with excessive information all at once.
4. Highlight key features: Point out the key features and benefits of your software early in the onboarding process. Show how these features solve common problems your users might face.
5. Offer customization options early: If your software allows for customization, guide users through these options early in the process. Personalization can significantly enhance user engagement.
6. Incorporate interactive elements: Use quizzes, interactive walkthroughs, or gamification elements to make the onboarding process more engaging.
7. Provide access to support resources: Make it easy for users to find help when they need it. This includes FAQs, knowledge bases, live chat support, or quick links to contact customer service.
8. Request feedback: Encourage new users to provide feedback on their onboarding experience. This information is invaluable for improving the process.

 

But do not:

1. Overwhelm with information: Avoid dumping too much information on users at once. Too many details can be overwhelming and detract from the learning experience.
2. Neglect the mobile experience: Many users will access your software on mobile devices. Ensure your onboarding process is optimized for mobile.
3. Skip the opportunity to build a relationship: Don’t treat onboarding as a mere formality. Use it as an opportunity to build a relationship with your clients by understanding their needs and preferences.
4. Ignore user segmentation: Not all users are the same. If possible, tailor the onboarding experience based on the user’s role, industry, or level of expertise.
5. Make assumptions about user knowledge: Don’t assume users know certain terminologies or concepts. Explain all the necessary details, keeping in mind the diversity in your user base’s experience levels.
6. Forget to test and revise: Don’t set and forget your onboarding process. Regularly test it with real users and revise based on feedback to ensure it remains effective and engaging.
7. Delay response to feedback or issues: Don’t make users wait too long for responses to their feedback or issues. Prompt support is critical, especially during the onboarding phase.
8. Overlook planning: Always ensure users know what to do next after each step of the onboarding process. Lack of direction can lead to frustration and drop-offs.

 

Conclusion 

What comes to SaaS companies, incorporating these do’s and don’ts into your onboarding strategy can greatly improve user experience, satisfaction, and long-term engagement with your affiliate tracking software.

As for the software users, always make sure to ask your SaaS provider about the onboarding process. And remember: the deeper you cover all the ins and outs of the software you get, the fewer questions for the support team you will have in the future.