Portal Launch Sequence (Onboarding)
A sequence with 7 steps: Map the client's top 20 support questions from ticket history and sales conversations.
By InnovaAI ResearchPublished
What are the steps?
Portal Launch Sequence (Onboarding)
- 01
Map the client's top 20 support questions from ticket history and sales conversations
Pull the last 90 days of tickets, chat logs, and email threads to identify recurring themes. Rank them by frequency and business impact so the portal answers what actually drives inbound volume.
- 02
Draft answer drafts for each question in plain language, then have a subject matter expert review them
Write concise, step-by-step responses that a non-technical user can follow. A client-side expert should verify accuracy before anything goes live, since wrong answers erode trust faster than no portal.
- 03
Configure the portal's branding, domain, and AI search settings to match the client's identity
Upload logos, set brand colors, and map a custom subdomain. If the platform offers an AI widget, tune it to pull from the drafted answers and suppress generic responses that could mislead users.
- 04
Set up analytics tracking for search queries, article views, and deflection rate
Install the tracking snippet or enable built-in analytics before launch. Baseline metrics let you prove ROI to the client within the first month, which is critical for renewing the retainer.
- 05
Run a soft launch with a small user group, then collect feedback on clarity and coverage
Invite 10 to 20 power users or internal staff to test the portal. Ask them to attempt real tasks and flag anything confusing or missing, then fix those issues before the full rollout.
- 06
Train the client's support team on how to promote the portal and handle edge cases
Show agents how to link articles in ticket responses and when to escalate to a human. A 30-minute session reduces the chance they bypass the portal and keeps deflection rates high.
- 07
Go live with a client-facing announcement and a plan for weekly content reviews
Send an email or in-app notification that introduces the portal and its benefits. Schedule a recurring check-in to review analytics and update articles, turning the launch into an ongoing service.