Customer Onboarding
Creating a High-Touch Customer Onboarding Plan for Complex Products
This prompt helps customer support teams design a high-touch onboarding plan for users of complex or feature-rich software products. It focuses on personalized guidance, milestone tracking, and continuous engagement to ensure successful adoption.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success
THE PREP
Creating effective prompts involves tailoring them with detailed, relevant information and uploading documents that provide the best context. Prompts act as a framework to guide the response, but specificity and customization ensure the most accurate and helpful results. Use these prep tips to get the most out of this prompt:
Identify common challenges faced by users of complex products.
Define measurable onboarding goals aligned with customer success outcomes.
Prepare personalized resources, such as role-based guides or industry-specific examples.
THE PROMPT
Help design a high-touch onboarding plan for [specific software product or service] tailored to users with complex needs. Focus on:
Personalized Onboarding Sessions: Recommending one-on-one or group training, such as, ‘Schedule live demos or webinars to guide users through advanced configurations and key features.’
Goal Setting and Milestone Tracking: Suggesting ways to align onboarding with user objectives, like, ‘Work with users to define success metrics and track progress toward key milestones.’
Dedicated Support Channels: Providing strategies for personalized assistance, such as, ‘Assign a dedicated onboarding specialist or create a priority support channel for new users.’
Proactive Engagement: Recommending touchpoints, like, ‘Send weekly check-ins with tips, resources, and reminders to keep users engaged.’
Transition to Long-Term Success: Outlining steps to hand off users, such as, ‘After onboarding, connect users to ongoing resources like community forums, advanced training, or success managers.’
Provide a detailed onboarding plan that supports users with complex needs, ensuring they feel guided and confident in using the product. If additional details about user goals or product features are needed, ask clarifying questions to refine the plan.
Bonus Add-On Prompts
Propose strategies for incorporating case studies or success stories into onboarding to inspire new users.
Suggest methods for using analytics to identify users who may need additional onboarding support."
Highlight techniques for offering advanced training options to power users during onboarding.
Use AI responsibly by verifying its outputs, as it may occasionally generate inaccurate or incomplete information. Treat AI as a tool to support your decision-making, ensuring human oversight and professional judgment for critical or sensitive use cases.
SUGGESTIONS TO IMPROVE
Focus on specific onboarding phases, such as initial setup versus feature mastery.
Include recommendations for tailoring onboarding based on company size or industry.
Propose ways to automate touchpoints while maintaining a personalized experience.
Highlight tools like Calendly for scheduling onboarding sessions efficiently.
Add suggestions for tracking onboarding satisfaction with NPS or CSAT surveys.
WHEN TO USE
To onboard users of feature-rich or highly customizable products.
During high-touch engagements with enterprise or key accounts.
When transitioning users from trial to paid plans, ensuring confidence in the product.
WHEN NOT TO USE
For simple or self-explanatory products requiring minimal onboarding.
If users already have experience with similar tools and don’t need detailed guidance.