What model involves customers moving through the onboarding process independently?

The self-guided / tech touch onboarding model is characterized by customers navigating the onboarding process independently, often with the assistance of automated tools and resources such as tutorials, FAQs, and video content. This model empowers users by allowing them to learn at their own pace without the need for direct interaction with a customer success manager or support staff.

In this approach, technology plays a pivotal role, providing scalable resources that can accommodate a large number of customers simultaneously. This method is particularly effective for products or services that have a straightforward implementation process or where users feel confident enough to explore the platform independently.

This model contrasts with others that involve higher levels or different forms of interaction, such as guided onboarding, which offers hands-on support, or hybrid onboarding, which combines elements of both guided and self-guided approaches. The direct onboarding model typically involves a more personal touch with direct interactions throughout the onboarding process.