by Todd White | Oct 14, 2020 | Customer Experience + Self-Service
One of the biggest mistakes SaaS onboarding teams make is spending too much time focusing on the features available in the product. The onboarding interaction is important to set the tone for how well your clients are able to use the product, so it might seem like a...
by Garrett O'Brien | Aug 12, 2020 | Customer Experience + Self-Service, Onboarding + Implementation
Many companies focus a lot of time, energy, and resources on attracting new customers. After all, new customers are the lifeblood of a business, right? Well, sort of. While it’s important to bring in new customers in order to keep growing, focusing too much effort on...
by Todd White | Jul 17, 2020 | Customer Experience + Self-Service, Onboarding + Implementation
Remember the last time you bought a piece of furniture from a retailer that you had to assemble yourself? Putting aside the aching back from all that time spent bending over, the process is usually a pretty simple one. You pull out all the pieces, follow the...
by Garrett O'Brien | Jul 5, 2020 | Customer Experience + Self-Service
How well does your knowledge base perform for your clients? The “knowledge base” is a critical element of every SaaS company, and most have some type of information portal or repository where people can find articles or help—after all, six in 10 consumers say they...
by Peter Ord | Jun 27, 2020 | Customer Experience + Self-Service
The new client sales handoff to the customer success team in charge of client onboarding is one of the most crucial times in a new client relationship because it provides an opportunity to build a relationship, and it can set expectations for all your future...
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