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.
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.
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.
1. Customer Onboarding Most enterprise software companies do one-on-one onboardings by either going onto the client site or by hosting a training via a web meeting. When I talk to our enterprise customers about using documentation in their onboarding they think that I am talking about replacing their current onboarding practices.
Our brains struggle to remember more than 5-7 things. We just aren't very good at remembering more than that. But our brains are very good at chunking information. Chunking information is the process where we break up large amounts of information into manageable chunks. It's almost like putting things into folders. Let's look at how this works with phone numbers in the United States. I live in Northern Virginia just outside of Washington DC. There are basically three area codes that I usually run into: 703, 571 (which are both in Northern Virginia), and 202 which is Washington, DC.
It didn't used to matter what your documentation site looked like. Gobs of text. No formatting. No design. They were awful to look at and nobody cared. But those days are gone. Today, the quailty of your knowledge base can play a major role in the perception of your company and your product. But making a great looking knowledge base can be tricky if you don't have the right tools. In this artilce I am going to outline 5 ways ScreenSteps makes you look great. 1. A beautiful knowledge base The first thing ScreenSteps will do for you is give you a beautiful looking knowledge base. What your knowledge base looks like is one of the trust factors your customers will rely on. When you have a great looking knowledge base your customers will have more confidence in your company.
As a Documentation Admin and Trainer you may feel that you are being asked to do the impossible: Make your training engaging Keep it short Make sure you cover everything How can you cover everything that you need your team to know, keep it engaging AND do it all in a 1-hour session?
There are many ways that ScreenSteps can help you write and deliver documentation that your customers actually want to read. But there are a few features that are especially beneficial for new documentation managers. Here are the top 5. 1. You don't need a PhD to use ScreenSteps If you are a new documentation manager then you have enough things to deal with. Dealing with overly complicated software shouldn't be one of them. The typical training time to get up and running in the ScreenSteps authoring tool is about 15-30 min. Other solutions can take weeks or even months to learn. Many of our customers tell us that they felt like they needed a PhD to use other solutions.
We get a lot of questions about moving documentation from Word or PDF files into an online format. It is often a necessary but somewhat painful process. Here are a few tips that will hopefully help. In this artilce we will be talking about some tips to move from Word to an online system such as Zendesk. In a later article we will talk about how to move from PDF files to an online system.
Enterprise software is very different from other types of software. Many enterprise applications only have a handful of customers who pay a very large amount of money. That means that each customer relationship is crucial. Gaining or losing a single customer can have a major impact on your business.
