Helping a client run a new software product successfully is all about making the transition smooth, stress-free, and supported. Here's a step-by-step guide you can follow (or turn into a client-facing document or blog post):


🔹 1. Onboarding & Walkthrough

  • We schedule a kickoff session (video or in-person) to walk through the software live.

  • We highlight key features, explain how to navigate the system, and answer early questions.

  • Optional: Provide a guided tour or in-app onboarding tutorial using tools like Intro.js or Userpilot.

🔹 2. Documentation & User Guides

  • We create easy-to-follow manuals or quick-start guides (PDF, Notion pages, or in-app help).

  • Includes:

    • Step-by-step instructions for common tasks

    • Screenshots or videos for visual learners

    • Troubleshooting tips and FAQs

🔹 3. Training Sessions

  • Depending on the client's team size, we host live training sessions or workshops.

  • Can be tailored for different roles (e.g., admin vs regular users).

  • We record sessions so teams can review later.

🔹 4. Feedback & Iteration Window

  • After launch, we give clients a 1–2 week period to collect real-world feedback from users.

  • We stay on standby for quick changes or hotfixes based on that feedback.

  • Helps build trust and shows we're responsive.

🔹 5. Ongoing Support

  • We set up a clear support system:

    • Email or ticket-based helpdesk

    • Slack/Teams channel (for high-touch clients)

    • Scheduled check-ins (weekly or monthly)

  • We can also offer a maintenance plan for bug fixes, security updates, or feature upgrades.

🔹 6. Monitoring & Analytics (Optional)

  • We can help integrate analytics tools (like Mixpanel, Hotjar, or Google Analytics) to track usage.

  • This gives the client insight into how users interact with the software, so they can improve over time.

✅ Bonus: Self-Service Help Center (Optional)

  • If the software has many users, we can build a searchable help center or knowledge base using tools like:

    • Notion + Super

    • Help Scout Docs

    • Zendesk Guide