For products with a learning curve, the big question for initial adoption when moving from outbound (will you plz use it?) to inbound (may I use it?) is: Self-serve vs high-touch onboarding. We opted for high-touch, very glad we did. Here's what we've learned so far: 1/
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Qualification & systems: High-touch onboarding doesn't scale but doesn't have to. It's still about learning Automate the booking funnel (
@webflow +@typeform +@HubSpot), w/ xtra qual (@clearbit) Signal to noise ratio v high, depending on lead src (for us: Twtr + TC + HN) 2/1 reply 0 retweets 8 likesShow this thread -
Relationships: 30 min is a big investment, esp. when it's hundreds of calls in a week. But it's worth it to build trust & foster authentic, fast feedback Tip: create shared
@SlackHQ channels (md-lg teams) or invite as single channel guests (singl-sml teams) DURING the call 3/1 reply 0 retweets 5 likesShow this thread -
Teach, don't tell: A demo video (http://grain.co/demo ) is rarely enough w/ a learning curve product Setup quickly & then guide them through a full use case cycle. We do a Zoom call from THEIR account using Grain. THEY take notes, make highlights, & share. Real content 4/
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Solo vs Multi-player: Multi-player products can easily justify high-touch. One champion can invite dzns of teammates, but only if they have a great first exp and really have a reason to invite (multi-player) Can jumpstart organic growth via a truly educated champion. 5/
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Duration:
@Superhuman has been doing high-touch for 6 years now. One single-player user at a time. It's a great model for them. We'll use high-touch onboarding for another 3-6 months. First time UX is tricky w/ a live media (Zoom) product like ours, takes time to get right. 6/1 reply 0 retweets 2 likesShow this thread -
IMO, for products w/ a learning curve, it'd be a mistake NOT to do high-touch onboarding. It's increasingly common & I am excited to learn best practices from others. Other than
@Superhuman (the gold standard), who has a great high-touch onboarding we could learn from? end/5 replies 0 retweets 5 likesShow this thread
Totally agree. Wrote a similar breakdown of how onboarding should work here: http://danielzarick.com/blog/onboarding-your-users/ … And http://arrows.to helps success teams onboard customers during high-touch, heavily involved integration periods. Very few products can just throw users into the fire.
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