Ive encountered several services lately that I want to use, so bad, because they seem AWESOME, but their onboarding process is TERRIBLE and their training leaves much to be desired. What helps me a lot arent just How-tos in a help doc, but use-case scenarios. I.E. Heres how a local bakery is using our SAS... These help me see not just the technicalities of how to use a tool, but also WHY and in what CIRCUMSTANCE with what OUTCOMES and PURPOSES I would use a tool. Getting people to actually USE your service and see how GREAT it is after signing up is CRITICAL to keeping them as customers. Some tools who need better onboarding: TeamworkPM HomeschoolTracker (one of my children is homeschooled) ActiveCampaign A company I encountered recently who had a great onboarding sequence: Liquid Web This is an area where most businesses can improve - onboarding, setting initial expectations, how-tos and case studies, etc.! And its something were working on improving in our business too! We got some ideas from this article: customer.io/blog/What-are-Lifecycle-emails-patio11-patrick-mckenzie.html If a customer has to ask a question, its too late! How could you use onboarding to answer those questions before theyre asked?
Posted on: Fri, 21 Nov 2014 20:47:18 +0000
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