Onboarding & Training Content
I craft two types of content to help your customers get the most out of your software.
When you’re a small B2B or B2G business, “doing more with less” is an operational reality.
That’s why I approach every piece of content from the lens of the post-sales customer journey, not just specific slices of it. This way, you’re able to compound the impact a video or document has, and even consider how they could be used in multiple ways, for different purposes.
Even if you are producing a single video or a short how-to guide, I approach every opportunity as a partnership, not just an output. Through our interactions, I look to understand your complete post-sales customer journey, and then approach every video or piece of documentation from that perspective.
Onboarding Content
New customers need to get from "We just signed up and know nothing" to "We’re set up and can do what we need to do" as quickly as possible. Onboarding content makes that transition faster and smoother.
It’s easy to forget just how vital this stage is to improving long term customer success and reducing customer churn. Often this is covered by recording training sessions and customer meetings. But no one wants to sit through a 60 minute video to get the nuggets of information they need.
You can still hold those training sessions and meetings if you like, but they can be reduced or supported through materials that speak to the specific needs of your new customers.
These include:
Getting started videos that walk through initial setup.
First-use tutorials that show core workflows.
How-to videos that explain complex processes and set-ups (the areas your customers always struggle with).
Quick reference guides for common tasks.
Documentation that answers the questions new users actually ask.
The goal is simple: reduce the time it takes for new customers to become productive, and increase their confidence that they can succeed with your product.
Training Content
Once customers are set up and understand the basics, training content helps them go deeper. This is where they learn about advanced features, discover better workflows, and get more value from your product.
This includes:
Feature-specific video tutorials
Advanced workflow guides
Best practices documentation
Tips and tricks for power users
Good training content reduces support burden by helping customers help themselves. It also increases feature adoption because customers use more of what they're paying for.
Partnership Investment that Drives Growth
I create video and documentation content that drives value over both the short and long term, and and I focus on being an active partner to help improve all key metrics.
Realizing Short Term ROI
Depending on the type and focus of your videos you can achieve a great deal of short term ROI, such as:
Decreased Customer Support Time
Decreased Implementation Time
Decreased Time Spent Training Customers
Increasing Your Customer Lifetime Value
But by focusing on your customer’s overall success with your products, you can realize a much greater Customer Lifetime Value (LTV).
If you could increase each customer’s LTV by just 5 or 10% YoY, what would that mean to your business, your investors, your rate of growth?
Reduced Customer Churn
Higher Rates of Product/Feature Adoption
Increased Customer Satisfaction
Increased Customer Share of Wallet (more products/services bought over time)
Customers Who Champion Your Product
Increased Reference-able Customers
A Reputation for Delivering on Expectations
All of these lead to an increased Customer LTV, and a much easier path to YoY revenue growth. Constantly having to find new customers to replace revenue lost from high churn is way more expensive and extremely hard to maintain. Eventually, you’ll run out of prospects. Decreasing churn and increasing the LTV takes care of that.
Deliverables
Video Content
I take care of all video production aspects, so you don’t have to deal with multiple vendors, which only adds costs and headaches.
Scriptwriting
Professional voiceover (my voice)
Screen recordings with clear annotations
Motion graphics and animations
Background music when appropriate
Written Documentation
All content is delivered ready to publish. You own everything—scripts, source files, final outputs.
User guides
Knowledge base articles
Step-by-step tutorials
Quick reference materials
Content articles
Pricing Structure and Options
Because of the long term value the Onboarding and Training content provides, I believe in being transparent about my pricing. I also believe in providing options to meet your time and budget constraints to help you with your long term goals.
All Prices are in Canadian Dollars (CAD), subject to my availability.
One Piece at a Time
Who It’s For:
Those with time and/or budget constraints.
People who want to dip their toe in and see a final product before diving in.
Companies with an already extensive suite of videos or documentation that need to fill some specific gaps.
What You Get:
A single video, focused on a specific area.
and/or
Individual documentation topics to support your product.
What Video Costs:
Video cost is based on the finished number of minutes per video.
For most videos, the cost is $1300 CAD per finished minute. (So a 3 minute video would cost $3900 CAD.)
After 30 days from delivery, all changes/updates to videos are billed hourly at $75 CAD per hour.
Billed monthly based on completed, delivered videos.
What Documentation Costs:
Because documentation topics vary so much in length and complexity, all documentation is charged at a flat $75 CAD per hour.
Billed monthly, based on hours worked.
Small Content Bundles
Who It’s For:
Those who have a specific area or content group they want to focus on.
Companies that have some videos and docs, but want to fill specific gaps.
What You Get:
5+ Videos at a great discounted rate.
and/or
10+ Documentation Topics at a discounted hourly rate.
What Video Costs:
Cost is based on the total finished number of minutes, minus the discounted amount. Before discounts, this is $1300 CAD per finished minute for most videos.
5+ Video Bundles: 15% discount on total finished number of minutes.
After 30 days from delivery, all changes/updates to videos are billed hourly at $70 CAD per hour.
Billed monthly based on completed, delivered videos.
What Documentation Costs:
When bundling 10+ topics, all documentation is charged at a flat $70 CAD per hour.
Billed monthly, based on hours worked.
BEST VALUE!
We’re Joined at the Hip
Who It’s For:
For companies who want a dedicated part-time or near full-time resource for a set length of time.
Those who like long term partnerships with a vendor that’s an extension of their team.
Companies with lots to get done and clear content goals.
What You Get:
All the videos and docs we can produce in the allotted time.
What It Costs:
A flat $65 CAD per hour for all content (video and documentation).
Minimum 6 month commitment to at least 20 hours per week required.
Billed monthly, based on hours worked.