Creating a great customer experience for Jungle Scout users has been challenging but Danny Villarreal makes it look easy! Danny is the director of customer success and experience at Jungle Scout, the all-in-one platform for selling on Amazon. Danny is responsible for the training, onboarding, adoption, and retention, among many others. In this episode, Danny shared how they addressed the challenges they encountered, the metrics they looked into, and his advice to other product-led companies to improve their onboarding and customer experience.
Show Notes
[00:42] What Jungle Scout is and what his role there is
[01:36] Challenges his team encountered when new users logged in for the first time
[03:26] How he figured out the aha moment for each of the segments that signed out
[05:23] How they customised the experience for the different types of personas that were logging in for the first time
[06:47] How they delivered the live instruction
[07:46] How big the calls were
[08:40] How they got hundreds of people to sign up
[11:06] What the structures of the calls look like
[13:46] Other aspects they’ve experimented to improve
[16:27] Metrics they took into account
[19:08] When their onboarding is completed
[20:32] When they realised the need to translate the onboarding experience for the Chinese market
[23:01] Results they got after they translated the onboarding for the Chinese market
[24:57] How they tweaked the onboarding for the Chinese market
[26:49] His advice for those product-led companies in terms of improving their customer experience and onboarding
[28:13] Where people can find out more about his work and Jungle Scout
About Danny Villarreal
Danny Villarreal is the director of customer success and experience at Jungle Scout, the all-in-one platform for finding, launching, and selling Amazon products. Trusted by 400,000 Amazon sellers, the platform also offers step-by-step guides and exclusive tutorials that teach you the ins and outs of Amazon.
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