Gain Grow Retain Scaling CS with Brittany Soinski of Loom
4 snips
Dec 18, 2023 Brittany Soinski, Manager, Onboarding at Loom, joins to discuss scaling customer success. Topics include creating an onboarding team, developing strong templates, setting goals, and utilizing Human Centered Design. They also cover the challenges of implementing new communication tools, the importance of live training, measuring customer onboarding and progress, maximizing product value, and promoting community engagement.
AI Snips
Chapters
Transcript
Episode notes
Convincing Husband to Use Loom Videos
- Brittany shares a story about convincing her attorney husband to use Loom videos for client follow-ups.
- This change caused his close rate to improve to 100%, illustrating video communication's power.
Scaled Onboarding Needs Live Touch
- Scaled onboarding does not equal asynchronous onboarding at Loom.
- They shifted from async vs live to templated processes with dedicated onboarding for efficiency and impact.
Template Your Onboarding Journey
- Create a visual templated onboarding journey outlining key steps from post-sale to renewal.
- Use this baseline to measure progress and refine repeatable onboarding activities.