Employee/Customer Onboarding, Training and Enablement

Come to ScreenSteps blog to learn how to onboard, train and support your employees and customers.

Blog Feature

ScreenSteps Software

By: Greg DeVore
August 29th, 2017

We are happy to announce that starting on Thursday, August 31, 2017 you will now be able to set article viewing permissions on a per article basis.

Blog Feature

ScreenSteps Software

By: Jonathan DeVore
March 29th, 2017

Don’t you hate it when you finish up a project, release it to the world, and then get an email from your team with something like, “Hey! How come you didn’t address any of my notes and feedback?”

Blog Feature

Software Documentation Tips | Call-Center | Ed Tech

By: Greg DeVore
November 2nd, 2016

If you are building a knowledge base for customer support or for internal training, then it is important to keep in mind what you want the article to accomplish. In a perfect world you could write one article and use it for training, onboarding and support. And this is the approach that many people take. But it is a big mistake. When someone needs to be trained, their needs are very different from when she need to be reminded. The person who is being trained needs to understand concepts, definitions and workflows. The person who just needs a quick reminder only needs a quick step-by-step guide.

Blog Feature

Documentation Managers | Training

By: Greg DeVore
October 28th, 2016

Oh, the all powerful PowerPoint Deck. PowerPoint is a part of almost every training event you will deliver or participate in. Whether it be live, a webinar or an e-learning module PowerPoint will probably be involved in some part of the process.

Blog Feature

By: Greg DeVore
October 5th, 2016

About a year ago, we started grappling with the problem of long articles. Sometimes, a short article just wouldn't cut it--you need a lengthy onboarding guide or a long procedure that has a lot of content. The question became, "how can one best present lengthy content to the end user?" Because if articles are too long, they force the reader to endlessly scroll down the page. All of that scrolling can be confusing, and readers can quickly lose track of what they are even looking at. So we wanted to fix that. One option was to split the article up into multiple articles in a manual. This approach would let a reader finish an article, and then hit next. The problem we saw was that, often times, readers would either land in the middle of a lengthy process (from searching a keyword the knowledge base and clicking on an article), or they would get lost somewhere in the process and lose track of where they were.

Blog Feature

ScreenSteps Software | Software Documentation Tips

By: Jonathan DeVore
May 20th, 2016

It's a small thing. But after I was told that one of my help articles looked sloppy, I realized that consistent screenshot width throughout a help article is important.

Blog Feature

Customer Success | Teaching

By: Greg DeVore
February 29th, 2016

A step by step guide that gives your customers a clear path to success can really boost your customer onboarding and success efforts. Here are a few tips for providing that clear path.

Blog Feature

Customer Success | Teaching

By: Greg DeVore
February 22nd, 2016

We will often see customers sign up for a trial without a clear idea of what their goals are. They know they have a general problem and they know that they need to do something but they have a tough time defining exactly what the problem or explains exactly how they plan on solving it.

Blog Feature

Customer Success | Teaching

By: Greg DeVore
February 15th, 2016

A Clear Goal You cannot help your customers be successful unless they understand what their goals are. You probably didn't expect me to say that. You probably expected me to say that you can't help your customers be successful unless you know what their goals are. But that isn't totally true. If you have a low touch sales process and provide a lot for self-service information, a customer who has a clear goal in mind can be successful with your product without ever contacting you. But if they don't know what their goals are then the chances of them being successful with your product aren't very good.

Blog Feature

Onboarding

By: Jonathan DeVore
January 8th, 2016

What do new users experience when they first login to your SaaS? If you're not sure, you should sign up for a trial of your own product, and take a look. See if you're making one of the 3 most common onboarding mistakes. Why Bother? Why is onboarding important? Well, remember the time you went to a restaurant you hadn't ever been to before, and nobody was there to welcome you? You just kind of stood around, waiting for something to happen. That was uncomfortable, wasn't it? And even though you only waited around for five minutes, it felt like 30. And not knowing what to do during those five minutes (or having anything to help you out) was frustrating. A hostess greeting you when you walk in is a small thing--really, all she says is "Welcome," "The wait is about 10 minutes," "You can sit over there," "Your table is ready"--but she gives you assurance, and helps you feel more comfortable. Onboarding new users is kind of like having a hostess at a restaurant. It's a small thing. Maybe all your onboarding does is say, "Welcome," "Here are some options..." and "Here's how to do them..." But having something to tell your new users what's going on can give them assurance, and help them feel more comfortable.