How we created an onboarding script with ChatGPT

Using ChatGPT to Create Effective Onboarding Call Scripts

In our quest to streamline and enhance our onboarding process, we leveraged the power of Large Language Models (LLMs) to create tailored call scripts that align with our product-led growth strategy. Here’s a detailed look at how we used ChatGPT to achieve this, including the prompts and steps we followed to develop comprehensive and effective scripts.

Step 1: Identifying Our Needs

First, we identified the key areas that our onboarding script needed to address. These included:

• Understanding the client's objectives and challenges
• Gathering detailed information about their current processes
• Demonstrating the value of our product
• Encouraging a trial
• Setting up a follow-up call

Step 2: The CLOSER Framework

The CLOSER framework, as popularized by Alex Hormozi, provides a structured method to recognize customer needs in sales or consultation conversations and present a solution effectively. The framework:

• Clarify (C): Understand the client's goals and reasons for the call.
• Label (L): Identify and label the client's main problem.
• Overview (O): Review past attempts to solve the problem and provide empathy.
• Sell them the Vacation (S): Highlight the solution and its benefits.
• Explain (E): Address any objections and clarify decision-making criteria.
• Reinforce (R): Confirm their decision positively and provide ongoing support.

The main benefit for using this framework is that it is based on a series of questions, which means that you can always pick up the thread in case you get lost in the conversation and not have to worry about what statements to make.

Step 3: Crafting the Prompt

We started by crafting a detailed prompt for ChatGPT to generate an initial version of the onboarding script. Here’s an example of the prompt we used:

Prompt: I need help creating an onboarding call script for our SaaS product, which provides personalized lead search and research for B2B sales teams. The script should include:
1. Introduction
2. Clarifying the client's objectives and challenges
3. Gathering detailed information about their lead generation and qualification processes
4. Highlighting the value of our product
5. Encouraging a free trial
6. Setting up a follow-up call

I want to use the CLOSER framework which goes as follows:
- **Clarify (C)**: Understand the client's goals and reasons for the call.
- **Label (L)**: Identify and label the client's main problem.
- **Overview (O)**: Review past attempts to solve the problem and provide empathy.
- **Sell them the Vacation (S)**: Highlight the solution and its benefits.
- **Explain (E)**: Address any objections and clarify decision-making criteria.
- **Reinforce (R)**: Confirm their decision positively and provide ongoing support.

Can you generate a detailed script for this?
        

Step 4: Reviewing and Refining the Script

ChatGPT generated a comprehensive onboarding call script, which we then reviewed and refined to ensure it covered all necessary aspects and aligned with our specific needs.

Initial Onboarding Call Script

Introduction

1. Greeting and Introduction "Hi [Name], thank you for joining the call today. I'm [Your Name] from [Company]."

Clarify (C)

1. Clarify the Reason for the Call "What has brought you to us today?" "What is your current objective?" "Why is this important to you?"

Label (L)

1. Label the Problem "It sounds like [specific problem] is your main challenge. Is that correct?"

Overview (O)

1. Overview of Previous Attempts "What have you tried so far to solve this issue?" "How long have you been trying these solutions?" "How have these worked out for you?" Empathy: "It's understandable. Many face similar challenges because [missing aspects]."

Detailed Needs Analysis

1. Ideal Customer Profile (ICP) "Can you describe your Ideal Customer Profile (ICP)?"
2. Lead Generation and Qualification "How do you currently get your leads?" "What specific information do you need to qualify and contact these leads?"
3. Channel Relevance "How relevant is direct outreach compared to other channels for your strategy?"
4. Service Relevance "Is search relevant to your needs? Yes / No" "Is research relevant to your needs? Yes / No" "Are personas relevant to your needs? Yes / No"
5. Pain Assessment "How would you rate the pain you're experiencing in this area? High / Medium / Low"

Sell Them the Vacation (S)

1. Highlight the Solution "Imagine having a tool that [addresses specific problem]. This would help you [main benefit 1], [main benefit 2], and [main benefit 3]." "Our product is designed to help you achieve these outcomes effortlessly."

Explain (E)

1. Encourage Trial "To really understand how we can help, I'd suggest you try our product. You can experience its benefits firsthand through our free trial."

Reinforce (R)

1. Reinforce Positive Action "I'm confident you'll find our tool very useful. During your trial, we'll be here to support you and ensure you get the most out of it."

Next Steps

1. Set Up Follow-Up Call "Let's schedule a follow-up call in [X days/weeks] to discuss your experience and any questions you might have."

Testing & refinement

It goes without saying that this onboarding script remains a living document. That said, the CLOSER framework helped tremendously in providing a base structure and all we need to add or change are items that come up during real-world conversations.

Conclusion

Using this approach for our onboarding call scripts significantly boosted our confidence in client interactions. By leveraging AI, we were able to quickly develop detailed and effective scripts that address our clients' needs and align with our product and growth strategy.

PS: Shameless plug –?in case you want to experience this as a live performance, feel free to grab an onboarding slot in our app ??