Dock: Asynchronous customer onboarding: A guide for CS leaders

A guide for CS leaders on implementing asynchronous onboarding—building self-paced, scalable onboarding experiences using templates, videos, workspaces, and minimal live interaction.

Traditional customer onboarding is about direct interaction with real-time communication, typically in the form of an onboarding call (or a series of calls).

This became the standard in B2B SaaS for a good reason; it’s really effective.

But it doesn’t scale.

Asynchronous customer onboarding does.

Once you design a great process for one customer, especially one that mimics the same high-touch feel that an in-person onboarding might, it’s exponentially easier to replicate it with other customers.

While there’s still a place for customer onboarding that’s primarily driven through synchronous methods, most businesses today would be better off defaulting to a more asynchronous approach.

At the very least, it’s smart to treat asynchronous customer onboarding as an additional tool in your arsenal that you can use strategically when and where it makes sense for you and your customers.

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