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Troubles and Triumphs When Re-Building Our Customer Onboarding Process at WordPress.com

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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!

Published in: Marketing
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  • DOWNLOAD FULL BOOKS, INTO AVAILABLE FORMAT ......................................................................................................................... ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. PDF EBOOK here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. EPUB Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... 1.DOWNLOAD FULL. doc Ebook here { https://tinyurl.com/y8nn3gmc } ......................................................................................................................... ......................................................................................................................... ......................................................................................................................... .............. Browse by Genre Available eBooks ......................................................................................................................... Art, Biography, Business, Chick Lit, Children's, Christian, Classics, Comics, Contemporary, Cookbooks, Crime, Ebooks, Fantasy, Fiction, Graphic Novels, Historical Fiction, History, Horror, Humor And Comedy, Manga, Memoir, Music, Mystery, Non Fiction, Paranormal, Philosophy, Poetry, Psychology, Religion, Romance, Science, Science Fiction, Self Help, Suspense, Spirituality, Sports, Thriller, Travel, Young Adult,
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Troubles and Triumphs When Re-Building Our Customer Onboarding Process at WordPress.com

  1. 1. TROUBLES AND TRIUMPHS WHEN RE- BUILDING AN ONBOARDING PROCESS JEREMEY DUVALL, AUTOMATTIC @jeremeyd
  2. 2. HOUSTON, WE MIGHT HAVE A PROBLEM.
  3. 3. FAST-FORWARD TO NOW.
  4. 4. 1. UNDERSTAND 2. DEFINE 3. EXCEL
  5. 5. SLIDES, NOTES, AND MORE AVAILABLE: JEREMEY.BLOG/ONBOARDING
  6. 6. WHAT CONSTITUTES A GOOD PROBLEM? 1. UNDERSTAND
  7. 7. 1. I CAN DEFINE IT. 2. I CAN IMPACT IT. 1. UNDERSTAND
  8. 8. SURVEY + CALLS + CHATS 1. UNDERSTAND
  9. 9. 1. I CAN'T INSTALL PLUGINS/THEMES. 2. I WANT DRAG AND DROP. 3. IT'S TOO HARD. 1. UNDERSTAND
  10. 10. Moving from: BIZ CUSTOMERS ARE REFUNDING AT A HIGH RATE. 1. UNDERSTAND
  11. 11. Moving to: BIZ CUSTOMERS HAVE TROUBLE BUILDING THEIR SITE. 1. UNDERSTAND
  12. 12. 1. I CAN DEFINE IT. 2. I CAN IMPACT IT. 1. UNDERSTAND
  13. 13. WHAT DOES ONBOARDING LOOK LIKE FOR US? 2. DEFINE
  14. 14. SCALE. PERSONALIZATION. 2. DEFINE
  15. 15. High Personalization/Low Scale BONJORO, CALLS, CARDS, ETC 2. DEFINE
  16. 16. Mod Personalization/Mod Scale WEBINARS, CLASSES, ETC 2. DEFINE
  17. 17. Low Personalization/High Scale TRADITIONAL EMAIL CAMPAIGNS 2. DEFINE
  18. 18. ONE SIZE FITS ALL 2. DEFINE
  19. 19. Revisit the problem: BIZ CUSTOMERS HAVE TROUBLE BUILDING THEIR SITE. 2. DEFINE
  20. 20. ↑ VARIATION === ↑ PERSONALIZATION 2. DEFINE
  21. 21. EACH CUSTOMER JOURNEY IS UNIQUE. HIGH PERSONALIZATION WAS A GREAT FIT FOR US. 2. DEFINE
  22. 22. HOW DO YOU EXCEL IF IT DOESN'T SCALE? 3. EXCEL
  23. 23. EVERY NEW CUSTOMER GETS A 1:1. 3. EXCEL
  24. 24. Our toolkit: 1. CALENDLY 2. EMAIL (ZENDESK) 3. ZOOM 3. EXCEL
  25. 25. WARNING: TRADE-OFFS REQUIRED. 3. EXCEL
  26. 26. ENGLISH-ONLY (FOR NOW). 3. EXCEL
  27. 27. ONE SOURCE OF CALEND(LY) TRUTH. 3. EXCEL
  28. 28. Obvious question: HOW EFFECTIVE ARE THESE SESSIONS IN SOLVING THE PROBLEM? 3. EXCEL
  29. 29. 50% LESS LIKELY TO REFUND.N=1,000'S 3. EXCEL
  30. 30. Other benefits: 1. SHARING LEARNING POINTS ACROSS THE COMPANY. 2. BETTER SYNERGY WITH DEV TEAMS 3. EXCEL
  31. 31. QUESTIONS ENCOURAGED!
  32. 32. 1. UNDERSTAND 2. DEFINE 3. EXCEL
  33. 33. THANK YOU!JEREMEY.BLOG/ONBOARDING

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