Balancing digital and human-led onboarding
Episode description
Todd and Casey discuss the importance of properly introducing a digital academy in the onboarding process for SaaS vendors. They share examples of poor onboarding experiences and highlight the need for a balanced approach between digital and human-led onboarding.
Hear about the success of Fishbowl, a customer who reduced onboarding time, support call volume, and fully onboarded customers without human involvement by implementing a digital academy.
Takeaways
- Properly introducing a digital academy in the onboarding process is crucial for SaaS vendors
- A balanced approach between digital and human-led onboarding is necessary
- Adaptive learning can generate sales qualified leads and improve customer engagement
- Fishbowl's success story showcases the benefits of a well-implemented digital academy
- Evaluate your onboarding approach and make improvements based on data
Contents
- 00:00 Introducing a Digital Academy in Onboarding
- 08:13 The Importance of Balancing Digital and Human-led Onboarding
- 13:00 Generating Sales Qualified Leads through Adaptive Learning
- 19:03 Fishbowl's Success Story: The Power of a Digital Academy
- 25:06 Evaluating and Improving Your Onboarding Approach
Resources
Connect with Casey
Connect with Todd
Visit the show page
Get to know BrainStorm
Credits
Show direction: Debra Wilson
Show design: Kensie Smith
Show manager: Angela Allred