Onboarding new workers might be tough. Teaching individuals the necessities requires you to convey a comparatively mounted set of data. So why not make your life simpler whilst you’re at it? Read on, and we’ll clarify how we did it at GetResponse.
We’ll kick off by displaying you the challenges we confronted with the concept of onboarding and the best way we carried out it. Then, we’ll shed some mild on designing the brand new, higher course of, which is able to lead us to the primary level of this weblog put up: how we ended up designing and working our prize-winning worker onboarding program.
(By the best way, right here can be taught extra concerning the awards we received over time)
Feel free to make use of our concepts – we all know they work very properly in actual life. We examined them and will see higher outcomes – even (or particularly) in the course of the tough occasions we stay in.
Table Of Contents
Why change one thing that works?
It is our custom at GetResponse that as a big a part of the onboarding, each new worker learns what GetResponse is, what you are able to do with it, and the way it works.
I took the place of Customer Success Coach when the entire firm was rising considerably. Our HQ and worldwide workplaces have been hiring – loads.
That meant one factor: we have been going to have a variety of Product Training in a short while, so we needed to discover the time for working these periods. We additionally needed to accommodate totally different time zones of our trainees. That meant an fascinating problem for us, however we felt the change was coming.
GetResponse Office in Gdansk, Poland.
It’s (not) simple being inexperienced
Our earlier Onboarding ended with a written take a look at. This manner we might inform how efficient our coaching was. We at all times thought that it was a unbelievable introduction to GetResponse as a product. It did, nevertheless, generate some further, steady prices.
Printing out a take a look at for one individual meant printing 10 pages. Not to say the time to assemble every copy and put together a separate room the place individuals might take the take a look at in a quiet setting.
The sheer variety of newcomers month-to-month was making printouts impractical and never very eco-friendly. With our useful timber in thoughts, we determined to consider a digital answer.
We naturally began to consider GetResponse Surveys that would change a bodily take a look at with a digital questionnaire.
Feedback is every thing
As we’re massive on gathering suggestions and making use of useful concepts to the issues we do, we merely requested our colleagues one query – how can we make our coaching higher? We ran an inside survey throughout newcomers from all groups after they completed the coaching. Three features stood out in survey outcomes:
there was an enormous demand for studying by practicesome trainees wanted a sooner coaching tempo than the otherspeople wished to simply return to the supplies lined
These challenges obtained us considering. We began to ask ourselves questions.
How can we make all of it higher? It led us to another points that you simply would possibly know your self from if you design your individual coaching program or an internet course. What is your goal group? What precisely ought to they be taught? What’s necessary to them? How do you confirm the abilities they acquired? How lengthy ought to the coaching be? In what time intervals do you need to ship out your content material?
We imagine it’s necessary that you simply ask your self these questions because the solutions will aid you construct a terrific coaching program. We determined to deal with every of our massive challenges with these questions in thoughts.
GetResponse group members within the Gdansk workplace.
Teaching by immersion
When you begin a brand new job, issues can get intimidating. We thought that if we gave individuals an actual life situation they may go by whereas studying about GetResponse options, it could be simpler for them to wrap their heads round all of the information. It turned out we weren’t improper there in any respect!
Have you heard about dogfooding? It’s not about feeding your canine, actually. It’s extra about utilizing a product that you simply provide to another person. From our perspective, we thought it’d be superior if we used GetResponse to ship individuals coaching on GetResponse the place they really did stuff in GetResponse.
We determined to design our DIYs like this: we begin off with naked theoretical minimums, we proceed with an introductory video, after which give individuals the duty primarily based on a real-life situation. At the top of a lesson, we clarify all of the ins and outs of why this job was constructed like this and what's the function of doing issues the best way we instructed. It was met with extraordinarily good suggestions from our trainees as they may actually perceive THE WHY behind what they have been doing. People might actually perceive what it’s prefer to be a GetResponse buyer.
We discovered that this method was way more efficient in comparison with a extra lecture-focused strategy we used to have in coaching. People started to attach the dots loads sooner and have been in a position to do tougher situations on their very own.
Plus, the hands-on workout routines from newcomers at all times result in fascinating observations and suggestions about how we might enhance the options we already had. It’s very useful to assemble up recent concepts from individuals who often expertise GetResponse for actual.
Shall we step up the tempo or not?
Surely you bear in mind the ol’ college days. Every human being is totally different. The studying curve varies from individual to individual. Some individuals do their duties actually quick, others want extra time finishing them. We wished everybody to be taught and perceive what they have been going via. When we have been working our conventional coaching periods “in a classroom”, we observed that for some individuals, the coaching tempo was too quick and however, others accomplished their half a lot sooner and have been ready for the remainder to maintain up.
It was mirrored within the suggestions we have been getting in a while. It meant one factor – we wanted a system that might set off sure actions (like sending additional coaching content material) below particular circumstances (like urgent a button that claims “I’m prepared!”). That might have introduced us to 1 conclusion solely – Marketing Automation by GetResponse.
Example of a workflow created in GetResponse Marketing Automation.
Training within the time of cholera
Even although the coronavirus pandemic had an actual affect on all corporations worldwide (together with ours), we actually have been ready for the worst when it broke out. In 2018, we have been taking our very first steps in introducing a coaching system the place individuals might entry the required coaching content material every time they wished. Think of it as coaching on demand.
We began to base sure components of our coaching on movies. We used them to current precisely the identical content material for all of the trainees we had. We eradicated the danger of forgetting to say one thing in the course of the coaching (we’re all people!) and it allowed our trainees to only return to no matter a part of the coaching they wanted.
Not to say that it helped us, coaches and trainers, loads in phrases or preserving our vocal cords that have been in danger if you delivered a variety of spoken coaching periods. When we observed it was actually working and folks loved it, we thought: why don’t we go all the best way and rework all of the components of the coaching into movies?
Years later, it turned out it was the precise name. No matter if one of many trainers obtained sick and there was nobody to cowl for them, the coaching might nonetheless be carried out. There’s a pandemic at giant? Worry not. We can do the entire coaching on-line now. We saved a variety of time and trainers/coaches might use it for one thing else, like dedicating extra consideration to the trainees that wanted it.
Let’s turn out to be the Gordon Ramsay of on-line advertising
We knew that utilizing GetResponse was the viable answer right here. Our personal platform had every thing we wanted. While it took some planning and testing, we got here up with a foolproof concept on tips on how to run a distant, on-line coaching utilizing the GetResponse instruments.
While I’m not a lot of a grasp chef, right here’s a recipe for what you’ll want:
your coaching content material (e.g. prerecorded movies)a few messages with clickable buttons2 small touchdown pagessome customized fieldssome segments4 intelligent (and modest) automation workflows1 clear tagging system for automation1 planned-out survey
This article will stroll you thru the entire expertise path we designed for our trainees in GetResponse – the platform we use every single day to assist our prospects. From this level on, we’ll deal with you, our pricey Reader, as when you’re beginning a brand new job at GetResponse.
How to onboard new workers with GetResponse in 6 steps
Step 1: Subscribing on a touchdown web page
The majority of relationships between your prospects and your model begin with signing up for a publication. It’s no totally different with us. At the beginning of your onboarding, you join at a particular touchdown web page the place we ask you on your title, electronic mail tackle, and the coaching language you favor (we run our product coaching in Polish, English, and Russian).
Don’t know tips on how to construct one? Here you'll be able to learn to create a touchdown web page in a number of easy steps.
Product coaching touchdown web page created in GetResponse.
Step 2: Workflow no. 1 for content material distribution
We’re sending out the coaching content material to everybody who indicators up through this touchdown web page. That’s why we’re beginning off our workflow from the Subscribed through situation.
We additionally need to ship that individual the content material in the precise language. That’s why we’re utilizing a dynamic phase filter to verify the worth of the “language” subject you chose on the signup touchdown web page.
Our content material is then being despatched through automation messages designed in our new message creator. Don’t know tips on how to arrange an automation message? Look up this text.
Each message has the precise coaching content material with a hyperlink to a video hosted anyplace you need.
GetResponse product coaching electronic mail instance
At the top of every message, we put an enormous, hyperlinked button. As we care about individuals studying at their very own tempo, we wish the following a part of the coaching to be despatched solely if you click on on that button.
That’s why we use the Link clicked situation in our workflow. If you need to learn to use it, take a look at our Help Center.
Each message has directions for the consumer to only electronic mail again the reply for the present DIY job to the coach main the entire group. This manner we now have management over what the trainee does and the way properly they purchase the introduced information. They even have quick access to all of the coaching supplies we distribute.
The entire workflow seems kind of like this:
Part of the GetResponse product coaching automation workflow
As quickly as you get to the top of the course, you get a message with a hyperlink to our survey, which is a take a look at that checks the information we hope you gained.
The final message within the course has a hyperlink to a product coaching take a look at within the language of the course.
Step three: A GetResponse survey as a product coaching take a look at
We wished to go absolutely eco-friendly with this, so we determined to create a take a look at primarily based on a closed survey. In our case, our take a look at has 100 questions primarily based on the coaching content material you went via earlier on. So naturally, the survey additionally has 100 questions, and every query saves your reply in a customized subject. Each query is necessary.
Using GetResponse Surveys to check new workers
The survey itself ends with a subscription kind that provides you to a different listing. So as quickly as you end your take a look at, we take the following step in your journey. We’re now able to verify your solutions! If you’re unsure tips on how to create a survey and add contacts through one, make certain to verify our Help Center about that.
Step four: Workflow no. 2 checks your take a look at
We in all probability don’t have to inform you that checking the validity of solutions to 100 questions per trainee (in May alone we had 19 new individuals be part of our group – think about that!) is a problem. With instruments like Marketing Automation, you don’t must work onerous – you'll be able to simply work sensible. We designed yet one more workflow.
Using an automatic workflow to verify take a look at solutions
That one begins off if you end the Product Training Test (which was a survey from Step three) in no matter language you took your course in. We then ship you a message in your chosen language) that the take a look at outcomes might be despatched to you quickly.
As you’re a member of a totally new listing at this level, we assign you a language customized subject that we’ll use in a while.
Then, the true enjoyable begins: we verify in case your solutions on the take a look at have been right! But thoughts you, not manually. We automated this as properly.
Who would have thought that a dynamic phase, tagging, and scoring might work collectively so properly? Well, we examined it, so we all know it’s an ideal match.
Remember that we’re utilizing a closed survey and that every reply is registered as a customized subject? Well, the dynamic phase checks the letter your reply begins with (whatever the language used). If the reply is right, you get a scoring level. If the reply is wrong, we assign you a tag with the query quantity (we’ll use it in a while) and verify the following query. And so we do it for 100 occasions.
If you want some tips on tags or scoring go to our Help Center.
That workflow ends with a tag that triggers one other automation workflow.
Step 5a: Segments to verify your scoring factors
As scoring factors are inside details about your contacts, you'll be able to’t use them for personalization. And we actually wished to make use of that information that approach to present you what number of factors you scored in your take a look at! So we considered a bit of workaround.
As on the take a look at you will get one out of a 100 totally different scores, we created 100 totally different segments that checked what number of factors you will have on a specific listing.
Segment primarily based on a rating you achieved
We’re utilizing these segments in our subsequent automation workflow. Here you'll be able to be taught extra about how segments work in GetResponse.
Step 5b: Workflow No. three interprets scoring into personalization
In this workflow, we merely verify who accomplished the Product Training Test and was totally marked by our workflow from step four. We run all of the trainees via dynamic phase filters which are primarily based on the segments we created in step 5a.
Workflow translating the take a look at scores into personalised communication
So when you’re a member of a specific phase, we assign you a numeric customized subject that corresponds with the variety of scoring factors you acquired. If you don’t know that but, you need to use customized fields to both phase your database or personalize your messages. The latter is what we hope to do at this level. Here you'll be able to be taught extra about tips on how to create such customized fields. As quickly as you will have your scoring translated into personalization, we assign you a tag that begins a brand new movement.
Step 6: Workflow No. four sends a customized take a look at outcomes message
And lastly, right here we're. The closing stretch – the workflow that serves as the last word step of our journey. It’s primarily based on the tag that’s assigned in one other workflow. Here’s extra info on tips on how to use tags in advertising automation workflows.
Workflow that distributes personalised emails to totally different recipients
Then, the workflow is utilizing the tried-and-tested technique of checking the worth of… the language subject I discussed in Step four! This manner we all know what language we should always ship our abstract message in.
Personalized electronic mail displaying the take a look at rating outcomes and linking to the proper solutions.
That message accommodates a number of personalizations:
the primary title we collected in Step 1,the translated scoring from Step 5b andthe incorrect solutions you gave primarily based on the mix of tags we assigned at Step four & dynamic content material syntax for circumstances.
Note: To showcase the wanted info, we used a Custom HTML factor within the GetResponse Email Creator. We used some primary HTML so as to add colours and elegance the displayed textual content. You can be taught primary HTML on-line at W3Schools.com for instance – because the creator did. Here’s an instance of the conditioning we used.
Disclaimer: Dynamic content material is a characteristic for superior customers so make certain to check it via and thru earlier than you utilize it in entrance of your prospects. You can be taught extra about it in our API Documentation and our article on utilizing dynamic content material in emails.
With all that, we offer all the required suggestions to our trainees as we additionally give them a hyperlink to the take a look at with all the proper solutions, in order that they examine what they answered with what’s really right.
Was all of it price it?
It most actually was! While it was a variety of work to design, take a look at, and proper the entire thing, it was actually nice to see the entire program develop and develop. Updating the content material is very easy, and we save a variety of time due to it. We have been in a position to increase the outcomes of our Product Training, and its distant kind was an enormous success and proved helpful in such excessive circumstances because the coronavirus pandemic. Our trainees go away overwhelmingly good suggestions concerning the construction of our coaching, and we carry on updating and perfecting it.
A cherry on prime of all of it was that this entire program obtained us a Gold Stevie Award for Product Training in 2019! (You can see us holding it beneath.) It was actually the right reward for our efforts and an indication we have been getting in the precise route.
Our group holding a few of the newest awards!
Can this be taken to a different degree?
We really feel it already is one other degree of automation! 😊 however we did develop this concept and we launched the automated, distant coaching in our Customer Success Team, who assist our prospects 24/7, throughout time zones all over the world. We used an analogous course of to the one we defined in Step four in an effort to construct up our information of particular person options.
On prime of it, we’re extending these requirements to different groups to facilitate the coaching processes and ensure they’re accessible always no matter the place and if you work. Nowadays, within the new regular, the place the vast majority of us work from no matter place we name residence, it’s particularly necessary that the required coaching can happen at any given hour and even on demand.
Let us know when you’re interested by how we be taught the person options of our platform utilizing our very personal instruments. We’ll be blissful to provide you extra insights into our unique concept as we’re assured that automation is a software that’s versatile sufficient to attempt to make your situation occur.