Knowledge Base
This is a special section on the site, where information is collected on how to work with the product and what functions it has. LiveTex has a large knowledge base , which contains many useful articles on using the chat platform, setting up channels and other questions that customers may have while working with the service.
Educational Videos
They explain how to work with the product, its functionality, features and nuances that are easier to show than to describe in text. For example, the LiveTex YouTube channel has training videos that explain how to work with the chat platform: connect channels, set up bot scripts, work with analytics, etc.
Determine who your customers are. Often, the assumed customer profile differs from the actual user. Therefore, it is important not to try to guess, but to know exactly who your customers are. To do this, create a detailed customer profile to understand their needs, pain points, desires, and other useful information. Read hong kong mobile phone numbers database more about the customer profile in the article: creating a customer profile for the B2C market.
Segment your target audience. Analyze user interests, visit goals, behavior on the site, and other data that will help divide customers into segments.
Create a customer journey map or CJM . Find out how users from different segments search for your product and what problems they encounter along the way. Study how they interact with your website or app.
Choose the right tools for onboarding within the CJM. Your main goal is to help the user solve his problem. Try to provide benefits to customers, do not overwhelm them with obvious information that will cause negativity.
Track results. Monitor your churn rate, conversion rate, and NPS (Net Promoter Score). This will help you evaluate the effectiveness of onboarding and improve your strategy.
Conclusion
Remember that onboarding should be clear and simple so that customers can quickly understand what you offer them and do not waste extra effort on figuring out how your product works. Think through your strategy carefully, test ideas and regularly monitor the results.
We recommend using a comprehensive approach: add a chat, offline form and other widgets to the site that will allow you to always keep in touch with the client, use e-mail newsletters and video instructions. By the way, using modern tools, such as chat platforms, makes the onboarding process even more effective and enjoyable for customers.