SaaS Therapy

Balancing digital and human-led onboarding

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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

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      Credits

      Show direction: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Debra Wilson⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show design: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Kensie Smith⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠

      Show manager: ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Angela Allred

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      SaaS TherapyBy BrainStorm
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