Digital Customer Onboarding

Technological developments have transformed the world, rendering it more dynamic and faster. Because of these quick developments, conventional organizations, such as product sellers and service providers, were compelled to develop better, more optimal solutions for clients to enhance customer experience. As a result, focusing on a functional digital client onboarding experience has become important.

What Is Customer Onboarding?

Customer onboarding is the fostering activity that brings in new clients and users of the system familiar with and acquainted with your products. A great customer onboarding system involves step-by-step instructions, useful support and assistance, and celebrating when a client reaches successful accomplishments with your goods or services.

What Is Digital Customer Onboarding?

Digital customer onboarding, also known as distant onboarding, is the practice of familiarizing, comforting and preparing new customers to use your goods and services from anywhere they are rather than at your shop or premises.

The term makes digital onboarding different from typical, in-person onboarding: it is entirely online. Clients can engage in a process wherever they want, whenever they want, rather than waiting in your headquarters or store and taking their time.

Furthermore, digital onboarding significantly depends on technology to expedite operations, such as training films that can be duplicated and emailed to all clients and information sources for self-service user experiences.

Pros and Cons of Digital Customer Onboarding

The Pros:

  • Quick Onboarding

Business onboarding is often a rising cycle: travel to the workplace, wait long lines, interact with messages, and fill out time-consuming documents. What would ordinarily take three weeks in a typical corporate setting may now be completed in three minutes. The digital onboarding of corporate customers can provide a person with all of the qualifications and supplementary paperwork that the company may require.

  • Simple to use

The process, as well as the associated details, are simple to follow and apply. A few advantages of moving from paper to data, enhanced organization, autofill application to avoid repeating the same queries, user-friendly and engaging data, and digital signatures are all possible.

Anybody with a gadget with Internet access and an embedded camera may undertake a digital onboarding process that saves wasteful redirection to physical channels by interacting with the online interface or the corporate app.

  • Reduces the cost of customer support

Design a particularly seamless and successful user onboarding experience, such as a brief interactive training. Your users will be considerably less likely to contact client support to resolve issues that shouldn’t have happened in the first place.

By adding repeatable client onboarding procedures, you effectively outsource numerous customer service actions and lowering related expenses.

This implies you don’t have to spend as much on organizing and maintaining a large customer service team because a small team of professional specialists will suffice.

The Cons:

  • Your process has too many barriers and divisions

All of your team members must be in constant touch with one another and have reference to every client’s data. Customers may evolve seamlessly during their experience by exchanging internal notes and information among all departments.

  • The objectives are not defined.

What is the objective of onboarding? It is an objective your client intends to attain via using your goods and collaboration with your staff. Onboarding is the process of welcoming a new consumers to your organization, developing a positive connection with them, and assisting them in understanding the product so that they can see the benefit of purchasing.

Because each client may have a different reason for using your goods, you must comprehend each client’s goals and personalize the onboarding process appropriately.

  • Information overload

A digital onboarding failure occurs when staff attempts to squeeze everything into the first day or week of the onboarding process and then abandon the customers to sort things out from there. Even with appropriate pre-boarding, new customers frequently feel overloaded. Some procedures, such as product management introductions, may and should be spread over several weeks. Over the same period, essential information and objectives should be reviewed.

Best Software/Programs for Customer Onboarding


Through Jotform, you can utilize web forms to collect vital information about your consumers, arrange the data in a table, and generate targeted emails depending on their responses.

Instead of sending everybody through the same process, you may develop personalized client onboarding experiences.

Click here to view our full Jotform review.


Pendo assists clients in learning how to utilize the system and effortlessly integrating it into their day-to-day activities. Businesses must ensure that the onboarding experience gives users the information they need to utilize the specific product by using in-app overviews and focused communications.


With step-by-step lessons and tutorials, Nickelled provides your clients with an engaging training program, allowing them to learn how to utilize your product more successfully throughout customer onboarding.

This customer onboarding development platform may help you cut overall onboarding hours and booking volumes through optimized instructional techniques, in-app callouts, and online widgets. You can also check participation and fulfillment rankings for each tutorial to see how beneficial your training is to your consumers, providing you with useful information to make adjustments if needed.


Every customer and employee involved in the business benefits greatly from digital customer onboarding. When compared to traditional customer onboarding, where there is a booking system and clients even need to attend to the actual location where the onboarding will take place, digital client onboarding saves a lot of time and work. Thanks to technology advancements, clients may now attend and experience onboarding whenever and wherever it is convenient for them.