High-Touch vs Low-Touch Onboarding: Which to Choose and Apply in Practice

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Low-touch vs High-Touch: what's the difference between the two models?
High-Touch Onboarding: concept and how to do it in practice
High-Touch Onboarding: how to implement it in practice?
Low-Touch Onboarding: concept and how to do it in practice
Low-Touch Onboarding: how to implement it in practice?
High-Touch and Low-Touch Onboarding: Combine the Two Models into a Single Strategy
Benefits of a good onboarding
Increased customer loyalty
Churn reduction
Reduction of problems and support demands
High-Touch or Low-Touch Onboarding? Or a Combined Strategy? You Decide!
After strategic work by marketing and sales professionals , the twitter database has won another client, which is great. Now what: how can we make onboarding an educational process that also provides a sense of welcome?

More than that, the beginning of your new customer's journey should give them the autonomy to explore all the features of your product or service.

Especially for technology companies like SaaS solution providers , customer onboarding is a crucial step that helps set the stage for the post-sale customer experience .

But how can we build an onboarding process that truly contributes to a better consumer experience? And what are the criteria when choosing between the High-Touch and Low-Touch Onboarding approaches ?

As with any business strategy, the right solution depends on several factors: type of product or service, customer skill level, available resources, and more.

In this article, we will present the differences between the two models, the characteristics of each, how to apply them in practice and the benefits of onboarding.

Keep reading!

Low-touch vs High-Touch: what's the difference between the two models?
A different onboarding process is carried out for each customer profile and product. With an approach focused on the demands of each consumer, the company can achieve better results in service and deliveries.

Each consumer's reality is unique and, therefore, the ideal onboarding process must be studied.

Understand the differences between the two models:

Low-Touch Onboarding : This is ideal for customers who are faced with a generic problem and generate low recurring revenue . To ensure effective onboarding, in this case, the company can invest in digital channels, using tutorials , knowledge base articles , emails and chat support .

High-Touch Onboarding : for customers with recurring revenue who purchase solutions with more complex installation and maintenance, high-touch onboarding with personalized support is the ideal approach. In this case, it is important for the company to indicate a professional who will be the customer's point of contact, responsible for guiding them through the journey of consuming the product or service.

High-touch onboarding requires personal attention and strategic customer service methods . Since this is a more costly approach, it should be used for high-value partners. On the other hand, the low-touch onboarding model is more cost-effective and ideal for services and products offered on a large scale.

High-Touch Onboarding: concept and how to do it in practice
This is an approach that aims to provide a personalized experience to customers, meeting their specific needs. High-touch onboarding is typically applied to high-value SaaS solutions that require customization.

The focus is on assessing customer demands to deliver a complete and comprehensive service, with all the features and functionalities that will contribute to achieving the company’s goals. This not only enhances the customer experience but also ensures a long-term relationship with your brand.