Outsourced Onboarding
Exceptional customer experiences. Every time.
Exceptional customer experiences. Every time.
Ensuring users receive a great first impression and recognise the value of your platform as quickly as possible is key to retaining them as a customer.
Our onboarding service gives you peace of mind knowing that all of your new users are being contacted at regular intervals to make sure they can ask any questions they may have and are becoming increasingly familiar with your product and how to use all of its features.
- Managing users
- Utilisation management
- Delivery targets
- āHow toā sessions
- FAQ Sessions
- Structured check-insĀ
- Dedicated onboarding manager
- Full handover to BAU/Support
You can see an example of a typical onboarding process below. This can, of course, be customised to suit your use case as we learn more about your platform and the setup steps.
First welcome call
Held on the same day the customer goes live ā the purpose is to ensure the user can log in without issue, and knows how to navigate around the platform.
Also on this call, we will share the methods the user can get in touch with support via and agree when next to contact the user (suggest 7 days via email and 14 days by phone).
7 days post go-live
Follow-up email to ensure the customer is using your platform without issues and if they have any questions or queries.Ā
Offering video call check ins ensures all users are happy with all questions are answered. We also use this time to share some ātips and tricksā in the form of knowledgebase articles or videos.
ā
2 weeks post go-live
Call to follow up on the 7-day email and to discuss usage data we have ( i.e. the number of logins, actions performed)
Ensuring your customers remain satisfied and continue to see the benefits of using your platform after they've been onboarded is equally important - we know exactly the right times to contact your customers to maintain high levels of engagement.
By utilising platform metrics we can identify key points and thresholds that require an outreach to your end-users, with nearly 83% of companies running on pure SaaS by the end of 2023 it's now more vital than ever to delight your customer base and ensure you remain one step ahead of any potential reduction in end-user satisfaction.
Handover to BAU/Support
āOnce the onboarding process has been completed we handover the customer to business-as-usual support, ensuring they have all of the information they need to request support should they need it.
We can also survey the user(s) to ensure their onboarding experience was exceptional.
Businesses who can deliver experiences that are fluid, consistent and continuous will deliver the value that modern customers expect.
We're on hand to talk through your requirements, just click on the button below to connect to one of our UK based team!
Planning and timely execution are key to our success, we use monday.com across our business to ensure we're always on track.
We've used Intercom since the day the business was founded to ensure we're always contactable.
We're also a proud IntercomĀ Service Partner.
Real time communication is vital for us, all powered by Slack. We also share external Slack channels with our customers for instant communication.
To ensure we handle calls withinĀ SLA and provide callers with an exceptional experience when calling, we utilise the Vonage CCaaS solution.
Our day to day employee experience is powered by Zelt, ensuring seamless onboarding, compliance & continuous development for all our teams.
The fully integrated suite help us ensure our teams are always fully effective. We also utilise a number of integrations to ensure maximum productivity.
We pride ourselves on never asking our customers the same question twice, Archbee ensures we maintain this promise.
Gathering feedback from our customers and acting on it to continuously improve the service we provide is made possible by AskNicely.
