Up-level Your Onboarding With AI: Empowering Customer Success Leaders with ChatGPT

Up-level Your Onboarding With AI: Empowering Customer Success Leaders with ChatGPT

Recently, a client came to me with a dilemma. They were facing a common conundrum – creating a stream of onboarding emails for new clients over a six-week period. The solution might surprise and delight you – we harnessed the power of ChatGPT, an AI language model, to provide a solution that accelerated productivity and delivered impressive results.

Up-level Your Onboarding With AI

The Dilemma: Crafting Onboarding Emails

Our client had a clear objective – to develop a well-structured series of onboarding emails that would guide new customers through their initial six weeks with the company. Armed with a simple spreadsheet outlining the key messages, learning goals, and actions required for each week, she was eager to take the next step – writing the actual draft emails. However, she found herself stuck, unsure of where to begin.

The Solution: ChatGPT Comes to the Rescue

To break free from this deadlock, we introduced ChatGPT into the equation. This powerful AI language model, in collaboration with human expertise, proved to be a game-changer. Here’s how we unlocked its potential:

1. Describing the Role and Goals

To give ChatGPT context and purpose, we started with a clear description of our client’s role as a Customer Success leader at her company. We specified her goals regarding the creation of the onboarding email stream.

Example: “I am a Customer Success leader at a company called [Company Name], which provides [product/service description]. My goal is to create an email stream that will be sent to new customers over six weeks to help them successfully onboard and make the most of our offerings.”

2. Defining the Email Structure

To guide ChatGPT effectively, we outlined the content to include in each week’s email. These details were essential in shaping the AI-generated drafts accurately.

Example: “In the Week 1 email, I want to introduce our Chief Customer Officer, extend a warm welcome to the customer, and highlight key resources they should access. In Week 2, I want to inform them about our comprehensive training website [insert link] and the valuable knowledge they can gain from it. In Week 6, I want to provide a summary email with links to all the resources shared in the previous emails.”

3. Requesting AI Assistance

We asked ChatGPT to create a draft of the entire series of onboarding emails based on the provided structure and content guidelines.

4. The Magic Unfolds

With these inputs, ChatGPT went to work, and within moments, it generated a skeleton of the entire email stream. The draft was an excellent starting point, and our client was thrilled with the speed and quality of the output.

5. Human Touch and Personalization

While ChatGPT provided a significant boost by overcoming the initial hurdle of “where do I start,” our client understood the importance of the human touch in personalizing the emails to align perfectly with her company’s voice and values. She reviewed, edited, and fine-tuned the drafts to tailor them for her audience, making the emails feel authentic and engaging.

6. The Remarkable Result

ChatGPT proved to be an exceptional accelerator of productivity for onboarding with AI when paired with human expertise. By efficiently generating a draft email stream, it helped our client surmount the initial writer’s block and propel her onboarding initiative forward. The AI-human collaboration resulted in a well-structured and cohesive email series, significantly enhancing the customer onboarding experience.

In today’s fast-paced business landscape, the collaboration between human intelligence and AI technologies is a potent combination. Our experience with ChatGPT showcased its remarkable ability to accelerate productivity and drive results, especially in crafting onboarding emails and other customer-facing strategies.

As customer success leaders, it is essential to remain open to exploring innovative solutions like ChatGPT. Embracing AI-powered tools not only aids in overcoming challenges like we did for onboarding with AI, but also allows us to deliver better customer experiences and improve post-sale results. I encourage you to share your experiences with AI and ChatGPT and to continue exploring the limitless possibilities this technology can unlock for your business. The future of customer success is waiting to be redefined, one AI-powered step at a time.

I write about different use cases for various AI tools including ChatGPT on LinkedIn all the time. Connect with me there to join the conversation!

Rod Cherkas

Rod Cherkas is a well-respected consultant, advisor, author, and speaker. He has been a post-sale executive at several of the world’s most customer-centric companies including Intuit, RingCentral, Marketo and Gainsight. He is the founder and CEO of HelloCCO, a strategy consulting firm that partners with innovative companies across diverse industries to develop, execute and scale strategies for their customer-facing functions. His clients rave about their “repeatable results with Rod”.

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