The onboarding process at Commversion is managed by the Customer Heroes Team to provide a seamless and efficient transition for every new client. This document serves as a comprehensive guide for the onboarding process, ensuring a consistent, high-quality experience from start to finish. 

The SOP outlines key procedures to maintain compliance, quality assurance, and clear communication while also offering a framework for continuous improvement. It is designed to be used both as a training tool and as a reference to guarantee that every client receives the highest standard of service.

Here is a snapshot of Commversion's onboarding process with a more detailed (step-by-step) guide attached below:

Step 1: Deal Closed: Prospect signs the DocuSign contract, and the sales team fills out the onboarding brief on Salesforce.

Step 2: Introduction: Customer Heroes gets introduced to the client + Client Account Set Up

Step 3: Follow Up (Internal): Customer Heroes to maintain momentum within the  organisation for the setup.

Step 4: Follow Up (External) : Reach out to the client if there are any outstanding points that need to be actioned to completely onboard the client

Step 5: Launch Notification: Notify the client of the upcoming launch.

Step 6: Go-Live: Officially launch SmartChat on the client’s services.

Step 1: Deal Closed: 

Prospect signs the DocuSign contract, and the sales team fills out the onboarding brief.

• The Sales Owner will move the SmartChat Opportunity from Terms Imminent to Onboarding within Salesforce, including a detailed client brief. This update will trigger notifications to the relevant departments through their respective inboxes.

• All Departments involved in Onboarding should read the client brief on Salesforce to get a clear understanding of what is expected to be done to get the client onboarded.

➤  Sample of the Onboarding brief (Salesforce Notification) on email:

➤  Sample of the Onboarding brief on Salesforce (Opp):

Click to view the brief on SF

Step 2: Introduction: 

Sales Owner introduces Customer Heroes to the client to kickstart the onboarding + Customer Heroes proceeds with Client Set Up on various platforms.

1. The Sales Owner will send an email introducing the CH team to the client’s POC, officially kicking off the onboarding process.
   
   

2. The CH team should carefully review the introduction email to identify any additional relevant details or aspects that would be key in delivering a seamless onboarding & a successful Trial with an aim of converting the Free Trial into a paying customer.

➤  Sample of CH being introduced to the client:

3. The CH team will initiate the onboarding process by emailing the client from the CH inbox, requesting the three key details required for a successful onboarding and running the trial: Google Tag Manager, Google Analytics, and Email Recipients.

Note: If the client has provided any of these key details (due to prior requests from the Sales Owner), the CH team should adjust the email accordingly and only request the missing / outstanding information.

➤  Sample of the Onboarding Email sent to a client:

⥉  Client Setup
Below are the checklist of items to ensure you cover all aspects of the client setup.

• Cross-Department Communication within Salesforce

• Live Chat Setup

• Masterlist Setup

• MasterCDN Setp

• Onboarding Tracker Setup

1) Cross-Department Communication within Salesforce

All cross-departmental communication during the onboarding process should take place exclusively on Salesforce. This ensures that everyone is on the same page and that all relevant information is captured in one central system.

Please refer to the demo link here for a step-by-step guide on how to communicate and coordinate with each department on SF.

2)Live Chat Set up

LiveChat is the platform used by Commversion to engage in real-time chats with clients. Commversion holds multiple licenses for LiveChat. Once you receive the license name from Ops on Salesforce, you can proceed to onboard the new client. Follow the step-by-step guide below to set up the client on LiveChat

Creating a New group + Widget Customization

Position on the website + Additional Tweaks

Post Chat Form + Routing Rules

3) Masterlist Set Up

The Masterlist is a key component of Commversion's intranet system, storing essential client-level data such as billing details, POC contacts, trial start and end dates, and more. Follow the step-by-step guide here to set up the client on the intranet and complete their Masterlist entry.

4. MasterCDN Set Up

MasterCDN is a code-generation platform that allows us to create the chat code required for the widget to appear on the client’s website. Click here for a detailed guide on how to set up an account on MasterCDN and deploy the code via GTM.

5. Onboarding Tracker Set Up

The Onboarding Tracker is a key Excel spreadsheet that tracks the entire client onboarding process. It is divided into two main components:

1. Client Dependencies – Items that are needed from the client to launch the account.

2. Internal Dependencies – Tasks and actions required from each department to complete the launch.

The tracker includes key data points such as sign-up date, trial start date, and account status, while also tracking important milestones like when emails were sent or responses received. This document serves as a centralized tool, reviewed weekly, for team collaboration, clarifying responsibilities, and ensuring the smooth launch of client accounts.

Click here to view the OB Tracker

Step 3: Follow Up (Internal):

Customer Heroes are responsible for maintaining momentum throughout the setup process within the organisation.

• CH will actively follow up with the relevant departments—Performance, Operations, and Content—to ensure timely delivery of all required tasks.
  
  

➤  Sample of the followup sent to Performance on SF:

➤  Sample of the followup sent to Operations on SF:

➤  Sample of the followup sent to Content on SF:

• Utilizing the dates provided above, CH will update the corresponding fields in both Salesforce and the Onboarding Tracker to ensure accurate tracking and alignment.

➤  Update all the respective date fields + funnel on Salesforce (Case):

➤  Add a comment to the respective cell of the Onboarding Tracker:

Step 4: Follow Up (External) : 

Reach out to the client if there are any pending responses or unanswered emails

• Once the Knowledge Base is prepared, identify any outstanding queries that require the client’s input and send them accordingly. 

(*Note: Any CV Add-On queries can be included in the same email at this stage. More about CV Add on set up and pre-requisistes can be accessed below)

➤  Sample of the ‘Answers Needed’ email sent to the client:

• Upon receiving the client’s responses to the KB queries, submit an internal ticket on Freshdesk to the Content team for updating the Knowledge Base.
  
  

• Once the KB has been updated with the new information, the Content team will reassign the same ticket to Operations for further action.
  
  

➤  Sample of the email response to ‘Answers Needed’ sent to Content:

Step 5: Launch Notification:

Customer Heroes (CH) are responsible for notifying the client of the upcoming launch.

Before notifying the client, CH must perform an internal hygiene check to ensure everything is ready for a smooth launch. The following checklist should be reviewed:

• Ensure the chat widget is visible on both desktop and mobile.

• Confirm the widget is not covering any CTAs on desktop and mobile.

• Verify the Knowledge Base has been pushed live.

• Check if there is a cookie policy on the website.

• Ensure agents are assigned to the LC group (Operations).

• Confirm that Instant Connect is configured on the intranet (if applicable).

• Disable any welcome screen on the widget (if present).

• Check if any other widgets could potentially cover the CV chat widget (alert internally if needed).

• Verify that all departments are aligned and ready according to the OB tracker.

Once the checklist is completed, CH will send the launch notification email to the client. It’s preferred to receive acknowledgment from the client regarding the launch notification. If no acknowledgment is received, the team should discuss internally and decide whether to proceed with the proposed launch date.

➤  Sample of the Pre-Launch email notification that goes out to the client:

Step 6: Go-Live:

Officially launch SmartChat on the client’s website.

• Activate Chats: Turn on the chat functionality at the agreed-upon date and time (outlined on the above email). Refer to the provided instructions for guidance on how to activate chats for this specific client. **(Timestamp 2:20)
  
  

• Verify Live Status: Check if the chat widget is successfully live on the website.

• External Launch Notification: Send the Go-Live email to the client.

➤  Sample of the Launch email that CH emails out.

• Internal Launch Notification: Send a launch email to the ‘New Clients’ group on Outlook. 
  
  
  ➤  Sample of the email CH sends out to notify all departments internally.

• Update Salesforce: Update the client's funnel stage and trial start date on Salesforce.

• ➤  Sample of the fields that need to be updated on Salesforce.
  

• Update Master List: Ensure the relevant status and trial-end dates are recorded in the Master List.

➤  Sample of the fields that need to be updated on Masterlist.

• Update Onboarding Tracker: Delete the client row from the ‘Onboarding Tracker’ tab and move the name over to the next Tab i.e: ‘Live Clients’ tab.
  
  

That concludes the Onboarding SOP. By following these steps, we ensure a smooth, consistent experience for both our clients and our team. Let’s work together to make every onboarding journey a success!