[jedwhite]

Congrats on the launch! In a previous life I worked on a media SaaS startup. We never solved onboarding.

The customers ranged from small independent and solo publishers through to global media companies. It didn't matter the size of the customer, we always struggled with onboarding them in an efficient way that also made them feel wanted. We also struggled with creating the expectation that our team would do everything for them, which eventually led us down the dangerous path of taking on more and more services work, which is a trap.

How does Onboard help with that kind of trade-off?

[jeffepp]

Thanks for the comment, you raise a great point.

Often times customers want transparent communication, aka: understanding what needs to happen and by when for things to stay on track.

We've seen that often times people get busy and when follow-ups and reminders are solely left to one onboarding specialist, it's possible they could lose track -- one easy solution is to automate the reminders and take it off their plates indefinitely.

Another way to show clients they have to do some of the work is simply by assigning them the various tasks. The best way to show you care about their experience is explaining what they need to do is a simple manner, providing videos, articles and other resources so they can accomplish their tasks and move onto the next one.

These are just some of the things that assist with the trade-off, happy to discuss further, feel free to email me directly: [e-mail]

[jedwhite]

Thanks Jeff, better documentation and explanation materials are something we need to put together for the current project we're working on also. It's a consumer app but the same issue applies - we get a lot of support tickets coming in about how to do things that we should explain somewhere.

Good luck again with the launch!