User Onboarding

User Onboarding ensures that end-users are guided through a self-service onboarding experience tailored to their specific roles and goals. It provides them with the knowledge and resources needed to get started quickly, 

without the need for direct interaction with a CSM.

Main Audience

• End-Users

Main Company Goal Supported

• Lower Time to Value (TTFV): By offering role-based, self-service onboarding, end-users can quickly start using the product and achieving their goals without waiting for CSM assistance.
• Customer Success Efficiency: A self-service onboarding approach allows CSMs to manage a larger number of accounts by minimizing direct involvement with end-user onboarding.
• Increase Product Stickiness: Tailoring the onboarding experience to the end-user's role ensures higher engagement and better usage of the product, making it an integral part of their daily workflow.

Customer Outcome (Objective)

Provide end-users with the necessary training and resources to independently onboard, ensuring they understand how to use the product based on their specific goals and role within the company.

Main Actions for the Audience:

• End-Users: Complete personalized onboarding steps that align with their roles, such as learning core features relevant to their work and setting up the product for daily use.

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Key Actions:

• Role-Based Onboarding Path: Create tailored learning paths based on the user's role (e.g., technical users, non-technical users).
• Product Tutorials: Provide interactive tutorials or walkthroughs to guide users through key product features.
• Help Resources: Offer self-service access to FAQs, knowledge bases, and training videos to answer common questions.
• Progress Tracking: Allow users to track their onboarding progress to ensure they complete all necessary steps.

Measurement of Success (Key Metrics):

• Percentage of users completing the onboarding process
• Time to full product adoption for end-users
• User satisfaction with the onboarding experience