Hacker News Reader

It sounds like they need to have high-touch onboarding to maintain growth from like, 1 -> 1000 Users, but at some point it'd be outrageous to maintain that process.

If they don't have trust, they have poor Marketing, few Users, or both. To me, this is a clear sign that they need a stronger #brand

View on HN

We tried to solve the onboarding problem too early with tech (maybe pre-mature?). I imagine the trade-off between mission-criticalness vs willingness-to-try has a similar relationship to BJ Fogg's behavior model http://www.behaviormodel.org/ (motivation vs ease to achieve).

Uh... are you just comparing one 2-dimensional graph with another one? According to BJ Fogg, your automated onboarding should have worked.

My point was that it's fundamentally an issue of trust. High-touch onboarding is not the only solution, but it might work for you right meow.

> but at some point it'd be outrageous to maintain that process

why? plenty of large orgs have human customer services, even fast food. as you scale operations, you'll find efficiencies in any case eg. CS knowledgebase.

Reply on news.ycombinator.com