How to Run Customer Onboarding Webinars That Reduce Churn

What’s the secret to keeping new customers happy and engaged from day one? The answer is in your customer onboarding process. It's the difference between an activated customer and one at risk of early churn. Customer onboarding webinars can be a powerful part of the onboarding process. They help customers reach that crucial "aha" moment faster.

In this article, we're diving deep into how customer onboarding webinars work. We'll show why they have such a big impact. We'll also cover the core components of running one and provide real examples you can learn from.

What is Customer Onboarding?

Customer onboarding guides new customers through your product or service. You're educating them on how to use your product. The goal is to get them to get value from it. And fast. It's also about making sure they feel supported.

Good customer onboarding turns a new user into a happy, loyal customer. This process reduces churn as well. Good customer onboarding increases the odds that they'll stick around.

Every company’s customer onboarding process is different. Let’s take a software product as an example. Some will have a guided tour after the account creation process. Others will show you a video. More complex software companies might have a customer success rep set up a live onboarding call. We can’t tell you exactly what customer onboarding process will work best for you. But we do know that a lot of companies will get a lot of value out of hosting customer onboarding webinars.

What is a Customer Onboarding Webinar?

A customer onboarding webinar is a live or on-demand session that helps customers learn how to use your product. They can show key features, provide tips and tricks, and answer common questions. Customer onboarding webinars are also interactive. These webinars can include Q&A sessions, and provide real-time support through live chat.

Companies use our platform, Contrast, to run customer onboarding webinars. Why? Our data shows that 91% of B2B professionals prefer webinars as a learning format. And 67% of attendees find webinars that offer "tips, tricks, and best practices" most valuable.

Customer Onboarding Video vs. Webinar

Customer onboarding webinars and videos each have their unique advantages:

Customer Onboarding Video: These are great for on-demand, self-paced learning. Users can watch and rewatch the content at their convenience. Videos are also easier to distribute without extra effort once they're created. They have an infinite scale.

Pro tip: You can repurpose a customer onboarding webinar and turn it into a great onboarding video. We built a tool called Repurpose Ai that automatically turns your webinar into clips and other types of content.

Customer Onboarding Webinar: The best thing about webinars is the live interaction with the audience. Live webinars are more engaging than video. Most of the time they're more entertaining too.

They also foster a sense of community and support, making users feel more connected to your brand. The live nature of webinars can also convey a sense of urgency and importance to your customers.

Why Customer Onboarding Webinars Matter

Customer onboarding webinars can play a key role in customer satisfaction. Here’s how:

Importance of Effective Onboarding for Customer Retention

A good customer onboarding process helps new users understand your product. It reduces frustration and increases the likelihood that they'll stick around. 86% of customers say they would stay loyal to a business if they had access to educational onboarding content. Customer onboarding webinars provide a structured and interactive way to deliver this.

Impact on Customer Satisfaction and Success

Onboarding webinars might seem like a big upfront investment of time. But they're an efficient way to give customers an onboarding experience that feels personal and gets them up to speed fast. 90% of consumers will spend more with companies that offer streamlined customer experiences. This, in turn, leads to higher customer success rates and more positive reviews and referrals.

Driving Long-Term Engagement Through Webinars

Webinars are not just a one-time event; they can drive long-term engagement. By regularly hosting webinars, you keep your customers engaged with your product. You can continually educate them about new features, best practices, and tips. This ongoing engagement helps in building a community around your brand.

Steps to Create an Effective Customer Onboarding Webinar

So how do you actually create a good customer onboarding webinar? In this next section, we'll cover everything you need to know. Content, software, promotions, execution, and follow up.
Don't worry, it's easier than it sounds.

Planning Your Webinar

Planning is the foundation of a successful webinar. Start by defining your goals and understanding your audience. Pick one goal by answering these questions:

What do you want to achieve with this webinar?
Who are you targeting?

Answering these will help shape your content and strategy.

Content Development

So you've picked the date and format for your customer onboarding webinar. The next step is to develop the content. This is where you create the structure and materials to present.

Start by outlining your main points. Make sure each section of your webinar delivers clear, actionable insights. A well-structured outline helps keep your presentation on track. It will also show you what the most important points are.

Incorporate interactive elements. Polls, Q&A sessions, and live demos make your webinar more dynamic. Our data shows that webinars with interactive elements get higher engagement rates.

Customer Onboarding Webinar Software

Selecting the right software sets the stage for a successful customer onboarding webinar. Start by looking for webinar software that offers robust interactive tools. Features like live polls, Q&As, and a modern live chat can enhance audience engagement. Contrast does all of this.

Running a Customer Onboarding Webinar

Now it's time to run your customer onboarding webinar. Start by setting up your environment. Choose a quiet location with good lighting and a professional background. Test your equipment ahead of time to avoid technical issues during the webinar.

Join the webinar studio early to make sure everything is working. Use this time to check your slides and set up any interactive elements like widgets or banner messages.

Start with a brief introduction and outline what the session will cover. Keep your energy up and make eye contact with the camera to create a connection with your viewers. Use interactive tools to keep the audience engaged. Encourage questions and address them throughout or during a designated Q&A.

Follow-Up and Feedback

The work doesn’t end when the webinar does. Effective follow-up and gathering of feedback can refine your onboarding process.

Start by sending a thank-you email to all attendees. Show appreciation for their time and include a summary of the webinar. Attach any relevant resources, such as slides or additional reading materials. And of course, provide a link to the webinar recording for those who want to revisit it or couldn’t attend live.

Analyze the webinar performance using your webinar platform's analytics. Use this data to identify what worked well and what areas need improvement.