I just met with a fellow onboarding person and they stumped me - so I’m determined to get to the bottom of this! They offer a self-serve platform (customers buy their software and set it up themselves). From there they get lost/disengage and they never hop on a call.
This causes a lot of lost accounts. Does anyone have a solid idea on how to address that?
Couple of things to know:
- They don’t have in-app guidance
- Their customers are not super tech savvy.
- The customers are on their feet and on the go a lot
- Their customers tend to ignore phone calls, blind events, emails, and texts.
Best answer by ArielHollie
View original