How to Lead an Onboarding Call for Inbound
Introduction
- Introduce Yourself:
Begin by establishing rapport and creating a friendly, welcoming atmosphere. This sets a positive tone for the call and helps the customer feel at ease.
“Hi, it’s [First Name/Last Name] from Qogita. How are you today?” - Outline the Purpose of the Call:
Clearly communicate the goals of the onboarding call, ensuring the customer knows what to expect. This helps manage their expectations and makes them feel more comfortable with the process.
“I’m here to help ensure your platform is configured to match your business needs and goals. We’ll go over all the key tools and features on the platform to make sure you’re fully aware of what’s available so there’s nothing you might miss.”
“We’ll also go over how to access help and walk you through the claims process, so you know exactly how to get support if you ever need it.”
“Since you’ve already placed an order or started building a cart, we’ll take a closer look at the tools you’ll need to streamline your sourcing and product management, ensuring everything is set up to make your process as efficient as possible.”
Walkthrough
The walkthrough is the core of the onboarding process. Here, you'll guide the customer through key features, help them configure their account, and ensure they know how to use the platform to meet their business needs. This section should be interactive, offering assistance and clarification as needed.
1. Account Setup & Preferences:Ensure that the customer's preferences are correctly set up, which is critical for smooth operation of the platform. This ensures they can easily find and manage products, process orders, and handle logistics.
- Shipping Preferences
“Let’s start by reviewing your shipping preferences to ensure your orders are processed based on the locations and terms you prefer. I can walk you through setting them up if you haven't already.”
Shipping preferences are essential because they control:
- Delivery address, the address at which the goods will be delivered.
- Product availability, different products have different availabilities or restrictions across regions.
- VAT, understanding whether it will be a domestic or intracommunity order, as it will have an impact on the cost of the order (eg. orders shipped domestically will be invoiced VAT)
- Marketplace invoices
“If you sell on a marketplace, we strongly encourage you to turn the marketplace filter on your account.”
Marketplace invoices are required for selling on most marketplaces. It is important to ensure the customer has enabled this filter in their account.
- Payment Methods
“Next, we’ll go over your payment methods to make sure they’re configured correctly. This ensures that any orders you place will be processed smoothly. I can help guide you through this if it’s not set up yet.”
Banking details are important to ensure that when there's a refund or credit, the customer has the flexibility to transfer his funds back to his bank account.
- Product Categories
“Now, let’s make sure your product categories are aligned with your business. By setting these up properly, you’ll be able to filter and manage your product selection more easily. If you’ve already configured these, we’ll just do a quick review.”
2. Feature Walkthrough:
Walk the customer through the platform's essential features, ensuring they understand how to utilize each tool. This section should focus on helping them find the right suppliers and manage their sourcing process efficiently.
- The Catalog
“Have you downloaded our product catalog yet?”
The catalog is our most important feature, it encompasses all of our products and suppliers, by setting the right filters from the start customers are able to have their own curated catalog, and simply navigate through what they’re looking for.
- Cart Upload feature
“Let’s go over how to use the product filters and supplier search tools. These will help you find exactly what you’re looking for whether it's by category, rating, or delivery terms. I’ll show you how to filter suppliers and products that best fit your business needs.”
- Watchlist Feature
“You can also use the watchlist feature to track specific products or suppliers. I’ll walk you through how to add items to your watchlist and explain how it can help you stay updated on price changes or stock availability.”
Ensure the customer knows how to raise a support ticket and who to contact (Maggie). This will provide clarity on the process and reassure them that they can easily get the help they need.
“If you ever need assistance, Maggie is your go-to person for support. If you're experiencing any issues, you can raise a support ticket directly through the platform, and she’ll assist you in resolving the issue. Rest assured, Maggie is always here to help.”
- Explain the Claims Process:
Clarify the process of raising a support ticket and managing expectations for response times. This ensures that the customer knows how to properly report issues and understand the timelines involved.
“If you encounter any issues with products or orders, you can start a conversation with Maggie, you can find her at the bottom right of your screen. Provide the relevant details, and Maggie will take care of it. Please allow some time for us to review and resolve the issue, once escalated the support team will pick it up.”
Closing the Call
End the call by summarizing what has been covered and offering reassurance that the customer is now fully set up and ready to proceed. This final step ensures they know the next actions to take.
1. Recap the Call:Reinforce the progress made during the call, reminding the customer of the setup steps and tools they’re now equipped with.
“We’ve reviewed your account preferences, walked through the platform’s key features, and looked at how you can streamline your sourcing and product management. You’re all set up and ready to get started.”
2. Next Steps:Ensure that the customer knows the next actionable steps, and that they’re comfortable moving forward with their account.
“Let’s finish reviewing your cart and preferences to make sure everything is aligned with your business needs.”
Remind the customer that you are available for any future questions or support, reinforcing the partnership approach.
“If you have any questions as you continue using the platform, feel free to reach out. I’m here to ensure you get the most out of Qogita.”