August 20, 2024

Balancing digital and human-led onboarding

31 minutes

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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