Experience highlight
Advising service-assisted onboarding
Recommended initial hands-on assistance to help customers start using a digital product and support an ongoing product relationship.
Context
A recorded advisory discussion considered a product-adoption barrier: customers may lack the capacity to get started even when self-service tools are available.
Work described
- Recommended offering initial assistance to help customers begin using the product.
- Connected that assistance with an ongoing product relationship.
- Analytical lesson: adoption planning should consider the customer's capacity to get started as well as the availability of the product.
- Analytical lesson: define which initial barriers the assistance should address and how it supports continued product use.