Booksy University Onboarding

Agenda Onboarding WHY is onboarding important? WHEN does onboarding take place? WHO is responsible? WHAT information you need before the first call? HOW does the process look? The onboarding process & timeline Training step by step & training checklist

1. Why is onboarding important? Understanding the importance of a proper onboarding is a key What is onboarding? What’s the purpose of it? How does it affect merchants and our business? It is a number of things. Ultimately, to drive the sale to a payment. I think the payment’s driven by benefits in a sales process, which explain application features, functionalities, and customer service availabilites. So the process would start by introducing the product, walking through its features, showing how the scheduling works, planning the time savings of using the app (if they get their customers also using). Then ultimately asking questions and see if there’s any issues with the merchants or asking a little more about how they do their business so that you get a greater lock-in effect…

1. Why is onboarding important? Understanding the importance of a proper onboarding is a key ACTIVE - making business and customer bookings HAPPY - having more time and money SATISFIED - understanding the product - having no issues using it - seeing the value in the product

2. When does onboarding take place? It’s all about the timing When do we jump in? After signup- either by contract or downloading the free trial. How long after the signup should we wait? AS SOON AS POSSIBLE! Call: within 24 hours of signup Onboarding: within 3 days of the signup Why should we do it as early as possible? Strike while the iron is hot. If they’ve downloaded the app, they’re showing interest. We can maximize their interest by getting them set up as soon as possible. Many clients may need help creating their account. The earlier we respond, the sooner we get them set up and using the app to its full potential. Highlighting our excellent customer service.

2. When does onboarding take place? It’s all about the timing Basic profile created Agreement with a sales rep reached (contract / trial period) Information & details passed to the CS 24 h

3. Who is responsible? Each agent takes ownership of their businesses Who is responsible for preparing the merchant and making the onboarding happen? Who is responsible for the post-onboarding activity?

YOU YOU YOU 3. Who is responsible? Each agent takes ownership of their businesses YOU YOU YOU

3. Who is responsible? The initial stage of the onboarding is a responsibility of the both sales rep and the CS agent SALES Selling the product & explaining the basic features Establishing business’ expectations from the product Creating a basic business profile (4 steps) Passing all the information and contract details to the CS Preparing business for a training S&CS Scheduling the onboarding appointment Successful onboarding with a business that understands the product CS Post-onboarding activity Full profile setup (services, bookings, customer base) Customer migration RYG

4. What information do you need before the first call? Each agent needs to do their homework and gather information before making first call What information do you need? Basic information about the business (A) The business’s infrastructure (B) What they have completed on the app (C ) How they use things like social media and webpages (D) How proactive the company is (E) If possible the needs and expectations of the business (F) Where do you take it from? The business’s Booksy profile (A/B/C/ E?) A sales rep (primarily in the offline model) (A-F), also databases your team maintains Google/Social media (D/E F?)

5. How does the process look? Sales to CS transfer step by step

5. How does the process look like? Sales to CS transfer step by step

5. How does the process look like? Training step by step Training Checklist is a document for the Agent’s use It’s designed to help the Agent make sure he/she covered everything during the onboarding session It is particularly useful in the first – crucial – stages of migration You can find a ready-to-download Checklist here

5. How does the process look like? Training step by step Training Checklist is a document that is supposed to help you make sure you cover most important points of the training You will find very useful especially in the initial stages of the onboarding You can bring the checklist to a training with you THANK YOU You can find a ready-to-download Training Checklist here