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Onboarding Webinar Success - To continue with it or do away with it?

Hi All,

At the beginning of this year we launched a monthly onboarding webinar series. Despite 74 sign-ups in Q1, the live attendance has been limited, with only 16 attendees and a few on-demand views. In our most recent webinar, only 2 attendees were present. While the CSAT has been promising, averaging at 9, and the engagement level of attendees is high, with an influx of questions and positive feedback, the low attendance has raised concerns about the value of the webinar.

As a small startup, we currently lack a defined system for tracking success metrics such as retention and conversion. The upcoming quarter has prompted discussions among team members about whether or not to discontinue the webinar. While some members believe it is time to abandon the initiative, others are hesitant to do so as it is currently our only onboarding at scale strategy.

I would appreciate any thoughts, feedback, or questions you may have on this matter.

Thank you

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Comments

ianwelles

https://gaingrowretain.com/discussion/10529/onboarding-webinar-success-to-continue-with-it-or-do-away-with-it

It could make sense to record the onboarding and make it available via various channels. An introduction email can be sent with a high level overview of the onboarding process and link to the video. It can be posted on your knowledge base or customer portal. It can even be presented in-app to user roles who should, and have not yet, watched it.

Making the content available at these touch points will allow you to track how specific contacts, or roles, prefer to consume your content and allow you to further personalise their journey to their preference. The engagement metrics you collect will make the ROI justification easier - you can map content engagement to time to value and ultimately expansion and renewal.

irinacismas

For a niche customer webinar, I would say that 21% is a very good attendance rate and in line with best practices. You could aim for 30% - 35% but the subject needs to be broader. If the real issue is how to justify the ROI of the initiative I would suggest repurposing the video content.

Chitra Madhwacharyula

Onboarding webinars can be hit or miss since they are not a self serve model, which customers seem to prefer. We have standard onboarding artifacts like decks, step by step setup instructions etc that can be shared with customers at a click of a button and engagement can also be viewed once shared. That might be an easier, more customized and more scalable model than webinars.

I also explained our scaled on-boarding process here, which might be helpful for you: https://gaingrowretain.com/discussion/10507/voice-of-digital-customer-success#latest