Onboarding: Sales VS Customer Service
Let’s talk about how software vendors often give you a really great experience during the sales process and then following that, after you’ve signed a contract you discover that the customer services is a shit.
We can personally talk about a recent experience where the sales experience was amazing. We have got so much attention when we were talking to developers that we basically felt as if we were the number one client. We had the project done before we have paid the bill or even have signed the contract. The sales process was just fantastic.
Following that, as soon as we got handed over to the customer services team, we could see the level of service being really declined. When we had questions, they answered with extremely basic knowledge or sent us a link to a video on YouTube. No more phone calls, no more full attention, and suddenly, we didn’t feel like the number one client anymore. In fact, we passed between three separate Customer Services, with different customers account managers in the first three weeks. All of them in different parts of the world or different time zones.
The problem here is that this is not an isolated case, these sorts of things are pretty common. Unfortunately, some companies have incredible sales support that will follow you all the way until you sign the contract. From this point on, you ‘ll get handed off to another team who has different goals in mind, or probably too many clients to deal with, and not enough resources to deal with them all. They also don’t consider that each brand new client can be having the first experience with the tool, or is using a product that they have never used before. So they’ll need to know how to deal with the same questions every day.
Onboarding clients in the right way
Learning experiences are like journeys. The journey starts where the learning is now, and ends when the learner is successful. The end of the journey isn’t knowing more, it’s doing more.Julie Dirksen
The main goal of a software development company for onboarding new clients should be to make the process as easy and painless as possible for them, whilst focusing on their individual needs and providing them with value. No doubt they will have questions about the process: where to go for information? Who is working on what? How do they know if you’re delivering on your promises? So answering their questions and providing them with everything they need is not just a responsibility, but a great opportunity to enforce the relation and learn how to improve the experience of the next clients.
In every job that must be done, there is an element of fun. You find the fun and — SNAP! — the job’s a game! —Mary Poppins
For us in Teamscal, this “getting the onboarding” phase is the most crucial because we know that’s when people realize the technical difficulties of the project and it’s the moment they will need us more. For example, during the sales process, the client will talk to a salesperson, but a technical account manager will be bought early in the pre-sales process to make sure that they know what is happening and why and how the sale had occurred. This technical account manager will guide the customer through the process and that will always be on board too, so we will make sure that our client will get the best outcomes.