A customer is confused during onboarding. How would you explain the process in simple English and reduce anxiety?

Question

Accepted Answer

I would acknowledge the confusion and break the process into simple steps. For example: I understand that this feels like a lot at once. We do not need to complete everything today. First, we will confirm your goals. Second, we will set up the core workflow. Third, we will train the first users. I will send a written checklist after this call so you know exactly what is next.