Over the past year, our support team has tweaked the onboarding process at WordPress.com for our Business customers. Now every new business customer gets a personal 1:1 screenshare session. The result has been lower refund and churn rates across the board. While the successes are not solely related to our efforts, we have been effective at impacting the bottom line.
Here's a bit about our new onboarding process and some takeaways from the past year about customer onboarding overall!