Question

How to best onboard new users without Product Tours (using custom bots and articles)?

  • 4 January 2023
  • 1 reply
  • 41 views
A

Hello everyone, I am working as a CSM in a small SaaS startup. We are looking for ways to automate the onboarding of our users without Intercom's Product Tour features. Did any of you try to onboard users using a combination of custom bots and articles with embedded videos? If so, what are the key points to be aware of? If not, which alternative did you use instead?

 

For instance, we have a "Getting started" collection in our Help Center which contains the essentials for getting any new user easily onboarded. We could either rework it or create a completely new section with some articles specific to the onboarding. Any suggestion or idea is welcome!

1 reply

Daniel M15
Userlevel 2

Hey @alexandre j​! Daniel from Customer Support Engineering here 🔧 

 

I recommend checking out our new checklists feature. It is a great way to onboard your users with some clear cut and concise steps. A good idea for onboarding users with chat messages would be to add a trigger to send the message when the user first signs up, or maybe set up a message that is eligible only to be sent to users who signed up in the last x days. You might also find that creating a Series for onboarding could help you to achieve what you are looking for, as you can use it to send a sequential set of messages. Do also check out this article on our onboarding resources for more information.

 

Hope this helps 🙌

Daniel McGovern, Customer Support Engineer @ Intercom

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