Live onboarding sessions

Nothing beats real-time conversation for connecting with new customers during onboarding. Sure, self-serve documentation and training materials play an important role in onboarding, but live sessions? Now they're a real game-changer.

When experts can answer specific questions and tailor their product guidance, customers feel heard and understood. Interactive sessions facilitate collaboration, align expectations, and build accountability on both sides. By talking through goals and challenges together, you ensure customers are fully supported and onboard successfully.

Based on research we conducted in the State of Customer Onboarding 2023, nearly all customer success professionals surveyed (90.6%) provide live onboarding sessions for their customers.

The fact that an overwhelming majority of customer success professionals surveyed say they provide live onboarding sessions suggests a few key points:

• Live onboarding is considered a best practice and a standard part of the customer onboarding process at most organizations. There is a clear consensus that real-time interaction is critical.
• Companies recognize the tangible benefits of live sessions for driving customer engagement, satisfaction, and retention. The proof is in the data - live onboarding works.
• Technology has made virtual live sessions extremely accessible and convenient for both customers and companies. There are fewer barriers or downsides compared to past eras.
• Due to this prevalence, customers will likely expect and demand live interaction as part of the onboarding experience today. In this case, not including live interaction could make a company an outlier.
• There’s likely intense competition in onboarding experiences. Companies aim to stand out and build loyalty through high-touch onboarding with interactive sessions.

The clear preference for live onboarding underscores its importance for initiating strong customer relationships and setting companies apart in a crowded market. It's becoming a must-have rather than a nice-to-have.

According to Kimberley Francis, Live Training Guide at GUIDEcx:

"Live onboarding sessions offer a unique opportunity for your customers to actively engage, ask questions, and collaborate seamlessly through project phases – reducing confusion and removing potential hurdles. 

"This personalized approach not only ensures your customers feel acknowledged and valued but also empowers them towards a confident implementation."

Exceptional customer experiences start from day one 📚

Don't let new users slip through the cracks – transform them into loyal, engaged customers with a stellar onboarding process.

Our Customer Onboarding Certified course provides the strategies and insights you need to craft an onboarding experience that delights users and drives results.

Learn to segment and personalize, continually optimize based on feedback, identify key metrics, and map the customer journey.

We'll give you the tools to understand your customers, engage them fully, and set their experience up for long-term success.

In today's tech market, the subscription model means first impressions matter more than ever. Keep customers coming back by getting onboarding right from the start.

Invest in your customers, invest in your business.

Enroll in Customer Onboarding Certified today and transform new users into passionate brand advocates.