Solving for complex onboarding: Paving a path to value for your customers

At Intercom, product teams often focus on core functionality at the expense of considering the onboarding process. Onboarding is critical to a product's success as it determines whether customers can use the product's game-changing features. Without an accessible onboarding process, outcomes are difficult to achieve. Focusing on the onboarding process from the beginning of new product development is crucial for mid-market and enterprise customers. A well-designed onboarding process can simplify the customer journey, reduce wait times, and increase product usage. By outlining three key components - people, steps, and questions - Intercom was able to create a robust onboarding process that addressed real customer needs and facilitated a smooth journey to full usage.