April 29, 2024

How do I create a customer onboarding workflow using HubSpot's automation tools?

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Step 1: Accessing HubSpot's Workflow Tool

  • Log in to your HubSpot account.
  • Navigate to the main menu, and select "Automation" then "Workflows."

Step 2: Create a New Workflow

  • Click the "Create workflow" button.
  • Choose a name for your onboarding workflow to easily identify it later.

Step 3: Choose Your Starting Condition

  • Select "Start from scratch."
  • Define the enrollment criteria for your onboarding workflow (e.g., when a contact property is set to "New Customer").

Step 4: Set Up Your Onboarding Actions

  • Click on the "+" icon to add actions.
  • Consider common onboarding steps, such as:
  • Sending a welcome email.
  • Setting a task for a sales rep or account manager to reach out.
  • Enrolling the contact in a product tutorial or webinar.

Step 5: Configure Delay and Conditional Branching

  • After each action, consider adding delays. For instance, you might wait three days after a welcome email before sending a product tutorial.
  • Utilize the "IF/THEN" branches to customize the onboarding based on user actions. For example, if a user clicks on a product tutorial link, then send them a follow-up resource. If not, send a reminder.

Step 6: Ensure Personalization

  • Use personalization tokens to address the contact by their first name or reference other specific details about them.

Step 7: Test Your Workflow

  • Use HubSpot's testing tool to simulate the workflow with a test contact. Ensure all emails are sent correctly, tasks are created, and branching logic works as intended.

Step 8: Monitor and Optimize

  • After going live, regularly check the performance of your workflow.
  • Monitor open rates, click-through rates, and other key metrics.
  • Adjust based on user behavior and feedback.

Step 9: Turn On Your Workflow

  • Once you're satisfied with the setup and testing, toggle the switch to turn on your workflow.

Step 10: Review and Iterate

  • Periodically revisit your onboarding workflow to ensure it stays relevant and effective. Update content, adjust delays, or add new steps as needed based on user feedback and changing business needs.