Hi Everyone!
For those of you who are onboarding customer across multiple at your company, what is your approach to onboarding SMB customers?
We serve customers across SMB, MM, and Enterprise. Our SMB customers make up a majority of our volume but tend to have simpler use-cases for us to handle. However, they also demand a high-touch, white-glove experience which is coming at the cost of our MM and Enterprise customers. We've been playing around with a few ideas including trying to automate the onboarding experience for this segment and having a pooled Customer Success model where these customers get access to a CSA in a similar manner as they would Customer Support (first-come first serve, no assigned accounts, etc). We realize each of these would require a significant amount of time and investment across multiple fronts to do correctly.
What is your approach to onboarding SMB customers?