Introduction
Engaging customers effectively involves more than just sharing data; it requires providing strategic guidance and best practices to help them succeed. By scaling customer engagement through webinars and office hours, you can ensure that all customers receive the guidance they need to maximize their product usage and achieve their goals.
Why does this matter?
Scaling customer engagement with best practices is crucial for several reasons:
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Comprehensive education: Webinars and office hours provide a platform to educate customers on key product features, new releases, and best practices.
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Support reduction: By addressing common questions and issues at scale, you can reduce the volume of support tickets.
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Efficient resource use: This approach allows your team to spend less time on repetitive tasks and more time on high-impact activities.
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Community building: Webinars and office hours create a venue for customers to connect with each other and with your team, fostering a sense of community.
How to get started
Step 1: Plan your webinars and office hours
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List key topics: Identify and prioritize the topics that would be most beneficial for your customers. Focus on high-value features, common challenges, and best practices.
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Schedule sessions: Select dates and times for your webinars and office hours. Ensure they are convenient for your customer base.
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Draft invitations: Create email templates to invite key customer stakeholders to these sessions.
Step 2: Create and promote your content
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Develop content: Prepare detailed content for each session, including presentations, demos, and FAQs.
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Use journey orchestrator: Set up a Journey Orchestrator program to automate the delivery of email invitations and reminders to register and attend the webinars.
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Leverage digital hub and Gainsight PX: Announce the webinars using your Digital Hub and Gainsight PX to reach a wider audience.
Step 3: Conduct engaging sessions
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Host the webinars: Hold the webinars and office hours as scheduled. Make sure to engage with attendees, answer questions, and provide valuable insights.
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Record sessions: Record the sessions and make them available on-demand for customers who could not attend live.
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Follow-Up: Send follow-up emails to attendees with key takeaways and links to the recorded sessions and additional resources.
Step 4: Monitor and improve engagement
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Gather feedback: Collect feedback from attendees to understand what worked well and what could be improved.
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Analyze participation: Monitor participation rates and engagement levels to gauge the effectiveness of your sessions.
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Iterate and improve: Use the feedback and participation data to refine your content and delivery methods for future sessions.
Gainsight features you'll need
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Gainsight PX or similar tools: To engage with users and promote sessions through in-app messages.
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(Gainsight) Community: To announce and promote webinars.
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Journey Orchestrator: To automate email invitations and reminders.
What’s next?
With a solid strategy for scaling customer engagement through best practices, you're ready to address the challenge of re-engaging inactive users. Our next article, "Re-engage inactive users with automated nudge emails" will guide you through setting up automated emails to bring inactive users back to your product and improve overall adoption rates.
Further reading and inspiration