Customer Onboarding
Designing a Hybrid Onboarding Model for New and Returning Users
This prompt helps customer support teams develop a hybrid onboarding model for accounts with a mix of new and returning users. It focuses on balancing reintroduction of the product for newcomers with advanced training for experienced users.
Responsible:
Customer Support
Accountable, Informed or Consulted:
Customer Success, Product
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 account types that include both new and returning users.
Develop separate onboarding content for each user experience level.
Use feedback from previous onboarding sessions to improve hybrid models.
THE PROMPT
Help create a hybrid onboarding model for accounts with both new and returning users of [specific software product or service]. Focus on:
User Segmentation: Recommending ways to classify users, such as, ‘Group users into new and returning categories based on their experience with the product.’
Tailored Onboarding Tracks: Suggesting separate paths, like, ‘For new users, provide basic tutorials on navigation and setup. For returning users, highlight advanced features or recent updates.’
Team Collaboration Training: Including strategies for alignment, such as, ‘Offer team-wide sessions to ensure everyone understands how to collaborate using shared tools or workflows.’
In-App Guidance: Proposing contextual support, like, ‘Use in-app prompts or walkthroughs tailored to individual user experience levels.’
Feedback Collection: Recommending ways to gather input, such as, ‘Survey both new and returning users to identify gaps in their onboarding experience and improve future models.’
Provide a hybrid onboarding plan that accommodates both new and experienced users, ensuring the entire team feels confident in using the product. If additional details about user profiles or account structures are needed, ask clarifying questions to refine the model.
Bonus Add-On Prompts
Propose strategies for using analytics to monitor the onboarding progress of mixed-experience teams.
Suggest methods for balancing onboarding sessions to meet the needs of both user groups.
Highlight techniques for showcasing product updates to returning 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 team roles, such as IT admins for returning users and general staff for newcomers.
Include tips for providing role-based training to streamline hybrid onboarding.
Propose ways to automate reminders for new users to complete basic tasks.
Highlight tools like HubSpot or Salesforce for tracking onboarding progress across user types.
Add suggestions for aligning hybrid onboarding models with company goals, such as reducing churn or increasing feature adoption.
WHEN TO USE
When onboarding accounts with a mix of new and experienced users.
To ensure returning users are re-engaged with product updates or advanced features.
During team-wide onboarding sessions to accommodate all experience levels.
WHEN NOT TO USE
For single-user accounts or teams with uniform experience levels.
If onboarding resources are only designed for one user group without flexibility.