Employee Training

3 Missing Elements You Need to Include in Employee Onboard Training

Jonathan DeVore - Mar 15, 2018 12:58:32 PM

When a manager sits down to "train" a new employee, the main focus is almost always on how to use the system.

But that approach leaves everybody frustrated. The employee doesn't actually know the context of when she should be doing those actions, NOR can she remember everything the manager showed her. And the manager is frustrated because he notices that the employee seems to constantly interrupt him with questions.

It's a lose-lose-lose (the system loses in this case, too) situation.

Instead of only focusing on showing employees how a system works, I recommend focusing on all 3 of these elements:

Topics: Training Events- Live Training- Onboarding

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3 Mistakes You Are Making When Onboarding New SaaS Users

Jonathan DeVore - Jan 8, 2016 11:30:00 AM

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.

Topics: Onboarding

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3 Ways Documentation Can Help Your Enterprise Software Product

Greg DeVore - Nov 5, 2015 8:55:44 AM

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.

Topics: Onboarding- Training

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Onboarding Review: Kajabi

Jonathan DeVore - Aug 17, 2015 12:57:05 PM

In this week's review of how other SaaS (software as a service) products are onboarding new customers, we're going to check out Kajabi - a SaaS for building online courses, membership sites, and information products.

Topics: Onboarding- Customer Education Lifecycle

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My 3 Rules for Onboarding Customers to a SaaS Product

Jonathan DeVore - Jul 9, 2015 4:05:00 PM

I'm not aware of any commandments, requirements, or laws for onboarding customers to a software platform - but I do have 3 rules that I try to live by:

  1. Find out what a user wants to do
  2. Motivate them to action
  3. Give them a map that shows them how to get wherever they want to be

Why live by those rules? Well, during the onboarding phase, it's really important that your customers experience "wins" early on. If you know what they want to do, it's easy to motivate and provide a specific map. If you don't know what they want, you end up overwhelming customers with too much information.

 

Topics: Onboarding

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