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The onbaording flow follows 2 main principals:

  1. Everyone can sign up to the waitlist / to the app but only selected people can enter the app and use it

  2. Every user will go through an onboarding call before they have access to the app

Overview: Steps of the full “ideal” flow - not referral (happy path):

  1. Users join the waitlist

  2. User receives a welcome email (see on intercom)

  3. We research the background of each user and decide if they’re qualified or not

  4. We send qualified waitlist users an invitation to an onboarding call

  5. The users sign up for an onboarding call

  6. After the call, we share with them an email with instructions on how to use the app

    1. If they already signed up to the app (have an account) - unlock it through Admin

    2. If they still don’t have an account (only email) - share a code and instructions

  7. User subscribes to a plan (4 scenarios)

Detailed flow

1. Users join the waitlist

Users can join the waitlist through 3 channels:

  1. Leave their email on the website (all except for referral page)

  2. Leave their email on the referral page

  3. Sign up to the app (and not enter an entrance code)

User Status: Waitlist (email / account)
Intercom segments: Requested Access

2. User receives a welcome email

Triggered automatically, a user receives a welcome email.

The email includes:

  1. Letting them know about next steps

  2. Sharing a link to a questionnaire (by June 21st) - Taimoor

For non-referral waitlist users - see on intercom

User Status: Waitlist (email / account)
Intercom segments: Requested Access

3. We research the background of each user

Taimoor qualifies the waitlist users and updates their profile on Intercom (Qualified Lead: Y/N).

If the user is NOT from the US - Taimoor tags them as “Outside the US”

If the user is a test user - Taimoor tags them user as “Tests”

User Status: Waitlist (email / account)
Intercom segments: Requested Access

4. We send an invitation to an Onboarding call with us

When Taimoor updated the Qualified Lead on Intercom to True, an automated message is sent to the user (see on Intercom). This message includes a link to Calendly on which they can schedule the call.

User Status: Waitlist (email / account)
Intercom segments: Qualified leads - no OB call

5. The users sign up for an onboarding call

Inside Calendly, it splits the calls between Taimoor, Ohad and Ori. Once a user signs up for a call, it sends both us and them a confirmation and blocks the time on the calendar.

  • Intercom: it updates the user’s account with attributes of “Scheduled OB call” (time and date of the call), “assigned OB call” (name of Delegate person who handles the call).

If after 6 days the user doesn’t schedule an OB call, they receive a second email (see on Intercom), which tells them they have another day to decide and reserve their place.

User Status: Waitlist (email / account)
Intercom segments: Have OB call - not premium yet

6. After the call, we share instructions on how to use the app

In this step, we have two options: (a) the user already has the app and signed up or (b) the user only left their email address on the website.

(a) Using the admin system, we can unlock their account and choose which promo plan to assign to them. To do that, go to the user -> Billing -> Choose plan -> Unlock.

(b) Copy an entrance code from here and send the user a summary email (by June 21st - Taimoor) on Intercom and paste the code.

User Status: Basic
Intercom segments: Basic (no tasks / sent a task)

7. User subscribes to a plan

There are four scenarios on how the user can subscribe to a plan:

  1. During the first onboarding (first screen they see after the app is unlocked)

  2. A user clicks on “subscribe to plan” through the settings page inside the app

  3. A COS shares a link to the subscription page (after completing the user’s first request)

  4. If a user sends a request off-hours, the automated message includes a link to the subscription page

All of these scenarios lead to the same outcome - the user is subscribed to a plan.

Admin: user status shifts to “Premium”

Intercom: user moves to “Premium (with / without tasks)”

Stripe: a new user is created, invoiced, charged and shared with a receipt

User Status: Premium
Intercom segments: Premium (no tasks / sent a task)

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Missing pieces from the flow (Ori)

  1. Send another email to people who have a code / their account is unlocked, and didn’t send a message

  2. Send another email to people who have a code / their account is unlocked, and sent a message, but didn’t subscribe

  3. Automate the “call summary” email with the codes

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