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Support Team Onboarding — Slide 4 of 10
Why We're Changing It
Old flow had a 38% drop-off rate before first login
Onboarding-related tickets made up 22% of support volume
Time to first success moment averaged 6 days — now under 1
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Support Team Onboarding — Slide 5 of 10
Rollout Timeline
Pilot with 10% of new signups starts next Monday
Full rollout to all new users in 3 weeks, pending pilot results
Support team training session scheduled for this Friday
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Support Team Onboarding — Slide 6 of 10
What Support Needs to Know
New users will reference the in-app checklist by name — get familiar with it
Old wizard steps no longer exist, don't walk users through them
Escalate any pilot bugs directly to #onboarding-pilot on Slack
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Support Team Onboarding — Slide 7 of 10
FAQ for the Support Team
"I can't find the old signup steps" — that's expected, the flow is now one form
"Can users skip the checklist?" — yes, it's optional but recommended
"What if welcome emails don't arrive?" — check spam first, then escalate