{"id":20449,"date":"2019-05-28T18:14:25","date_gmt":"2019-05-28T17:14:25","guid":{"rendered":"https:\/\/www.intercom.com\/blog\/?p=20449"},"modified":"2020-07-30T12:54:39","modified_gmt":"2020-07-30T11:54:39","slug":"better-onboarding-strategies","status":"publish","type":"post","link":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/","title":{"rendered":"Actionable strategies for better user onboarding"},"content":{"rendered":"<p>There are two funnels for SaaS companies. The first is all about <a href=\"https:\/\/www.intercom.com\/blog\/customer-acquisition\/\" target=\"_blank\" rel=\"noopener noreferrer\">acquiring new users<\/a>. The second is all about keeping them. You can growth hack the first one, but to build a great business, you need to invest in the second one.<\/p>\n<p>The key to solving the second funnel is <a href=\"https:\/\/www.intercom.com\/blog\/books\/onboarding\" target=\"_blank\" rel=\"noopener noreferrer\">onboarding<\/a>. Great onboarding transforms new customers from fleeting visitors to lifelong power users. It\u2019s a continuous process of ensuring your customers get value from your product at every stage of their lifecycle. The math is simple: good onboarding = higher <a href=\"https:\/\/www.intercom.com\/blog\/customer-retention-5-best-practices-6-strategies-for-low-churn\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer retention<\/a>.<\/p>\n<blockquote class=\"pullquote-style-one\"><p>&#8220;Great onboarding transforms new customers from fleeting visitors to lifelong power users&#8221;<\/p><\/blockquote>\n<p>The critical importance of onboarding for all businesses is why we built <a href=\"https:\/\/www.intercom.com\/blog\/product-tours\" target=\"_blank\" rel=\"noopener noreferrer\">Product Tours<\/a>. Our dead-simple tool lets anyone create rich interactive guides to onboard their users \u2013 without needing to involve their engineering or design teams. Our customers who use Product Tours see 7x more engagement than email.<\/p>\n<p>In a <a href=\"https:\/\/www.intercom.com\/blog\/webinars\/strategies-for-better-onboarding-recorded\/\" rel=\"noopener noreferrer\" target=\"_blank\">recent webinar<\/a>, I sat down with our co-founder <a href=\"https:\/\/www.intercom.com\/blog\/author\/des\/\" rel=\"noopener noreferrer\" target=\"_blank\">Des<\/a> to discuss exactly what it takes to level up your customer onboarding. We explain where to start, what to look for in user interviews, why onboarding needs to evolve as your customers and product do and much, much more. We also share an inside look at Product Tours. Check out the slides from our webinar below or <a href=\"https:\/\/www.slideshare.net\/IntercomInc\/strategies-for-better-onboarding\" target=\"_blank\" rel=\"noopener noreferrer\">on SlideShare<\/a>:<\/p>\n<p><iframe loading=\"lazy\" style=\"border: 1px solid #CCC; border-width: 1px; margin-bottom: 5px; max-width: 100%;\" src=\"https:\/\/www.slideshare.net\/slideshow\/embed_code\/key\/2S8hKututnOmbX\" width=\"850\" height=\"410\" frameborder=\"0\" marginwidth=\"0\" marginheight=\"0\" scrolling=\"no\" allowfullscreen=\"allowfullscreen\"> <\/iframe><\/p>\n<h2 id=\"5-best-practices-for-onboarding-new-customers\">5 best practices for onboarding new customers<\/h2>\n<p>Short on time? Here are 5 best practices for customer onboarding that you can start implementing today:<\/p>\n<ol>\n<li><strong>Interview relevant groups of users.<\/strong> Do not try to design onboarding without talking to your customers, and do not talk to every customer. You should split users up based on their behavior. If you offer a free trial, you might group them using these four actions: ghosted (i.e. signed up and left), converted, cancelled and <a href=\"https:\/\/www.intercom.com\/blog\/try-before-you-buy\/\" rel=\"noopener noreferrer\" target=\"_blank\">actively trialling<\/a>. Each of these groups will offer new insights into their initial experience with your product.<\/li>\n<li><strong>Work out your \u201cwhy.\u201d<\/strong> Part of your goal with onboarding is to convince your customers to continue to <a href=\"https:\/\/www.intercom.com\/blog\/product-adoption\/\" rel=\"noopener noreferrer\" target=\"_blank\">adopt your product<\/a>. To do this, you need to maximize their reasons to switch and minimize the reasons to stay with their current solution (if there is one).  You have to get customers to the point where switching \u2013 or simply overcoming inertia \u2013 is a no brainer. <\/li>\n<li><strong>Define who your onboarding is for.<\/strong> The reality is you can\u2019t onboard everyone. Just like when you are coming up with a marketing plan to acquire new customers, you need to <a href=\"https:\/\/www.intercom.com\/blog\/videos\/onboard-signed-users-satisfied-users\/\" rel=\"noopener noreferrer\" target=\"_blank\">know who your audience is for onboarding<\/a>. The best people to onboard are the ones who need your product, want it and are capable of using it. <\/li>\n<li><strong>Always onboard with context.<\/strong> You need to understand your customers\u2019 definition of success and then break down the barriers to get them there at just the right time.  You wouldn\u2019t showcase keyboard shortcuts to someone who just signed up. <a href=\"https:\/\/www.intercom.com\/blog\/c-a-r-e-simple-framework-user-onboarding\/\" rel=\"noopener noreferrer\" target=\"_blank\">Contextual onboarding<\/a> is about slowly spoon-feeding the information that\u2019s relevant to your customers when they are ready to hear it.<\/li>\n<li><strong>Define your \u201cactive\u201d users and measure them.<\/strong> One of the most important questions you can ask is, what do your most successful users achieve in their first \u201c\u2018X\u201d days? You should know whether any changes to your onboarding will impact this or not \u2013 with the goal of driving as many users to that <a href=\"https:\/\/www.intercom.com\/blog\/understanding-your-aha-moments-and-putting-them-to-work\/\" rel=\"noopener noreferrer\" target=\"_blank\">\u201caha\u201d moment<\/a> as quickly as possible.<\/li>\n<\/ol>\n<p class=\"inline-cta-quote\"><a href=\"https:\/\/www.intercom.com\/blog\/webinars\/strategies-for-better-onboarding-recorded\/\" target=\"_blank\" rel=\"noopener noreferrer\">Want to watch our full webinar on onboarding? Get the recording<\/a><\/p>\n<p><a href=\"https:\/\/www.intercom.com\/blog\/webinars\/strategies-for-better-onboarding-recorded\/\" target=\"_blank\" rel=\"noopener noreferrer\"><img decoding=\"async\" class=\"small\" src=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-strategies-webinar.jpg\" alt=\"Onboarding strategies webinar CTA\" \/><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>To build a successful business, you need to invest in retaining your customers for the long term \u2013 and it all starts with better onboarding. Here are our top strategies for leveling up your user onboarding. <\/p>\n","protected":false},"author":402,"featured_media":20450,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"category":[12897],"tags":[],"coauthors":[15920],"class_list":["post-20449","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.5 (Yoast SEO v27.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Onboarding Strategies to Drive Long-Term Customer Retention<\/title>\n<meta name=\"description\" content=\"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Actionable strategies for better user onboarding\" \/>\n<meta property=\"og:description\" content=\"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/\" \/>\n<meta property=\"og:site_name\" content=\"The Intercom Blog\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/intercominc\" \/>\n<meta property=\"article:published_time\" content=\"2019-05-28T17:14:25+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2020-07-30T11:54:39+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1968\" \/>\n\t<meta property=\"og:image:height\" content=\"932\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Patrick Andrews\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:title\" content=\"Actionable strategies for better user onboarding\" \/>\n<meta name=\"twitter:creator\" content=\"@intercom\" \/>\n<meta name=\"twitter:site\" content=\"@intercom\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Patrick Andrews\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"3 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/\"},\"author\":{\"name\":\"Patrick Andrews\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/ff079755d594e3e823dd5a277a185a7a\"},\"headline\":\"Actionable strategies for better user onboarding\",\"datePublished\":\"2019-05-28T17:14:25+00:00\",\"dateModified\":\"2020-07-30T11:54:39+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/\"},\"wordCount\":578,\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/05\\\/onboarding-webinar.jpg\",\"articleSection\":[\"Customer Engagement\"],\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/\",\"name\":\"Onboarding Strategies to Drive Long-Term Customer Retention\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/05\\\/onboarding-webinar.jpg\",\"datePublished\":\"2019-05-28T17:14:25+00:00\",\"dateModified\":\"2020-07-30T11:54:39+00:00\",\"description\":\"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.\",\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/better-onboarding-strategies\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/05\\\/onboarding-webinar.jpg\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/05\\\/onboarding-webinar.jpg\",\"width\":1968,\"height\":932,\"caption\":\"Onboarding strategies webinar\"},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"name\":\"The Intercom Blog\",\"description\":\"Articles and Podcasts on Customer Service, AI and Automation, Product, and more\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#organization\",\"name\":\"The Intercom Blog\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"contentUrl\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/wp-content\\\/uploads\\\/2019\\\/08\\\/Intercom-logo-sq-black-trans.png\",\"width\":1000,\"height\":1000,\"caption\":\"The Intercom Blog\"},\"image\":{\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.facebook.com\\\/intercominc\",\"https:\\\/\\\/x.com\\\/intercom\",\"https:\\\/\\\/www.instagram.com\\\/intercom\\\/\",\"https:\\\/\\\/www.linkedin.com\\\/company\\\/2491343\",\"https:\\\/\\\/www.pinterest.ie\\\/intercom\\\/\",\"https:\\\/\\\/www.youtube.com\\\/channel\\\/UCJG0MvLP03kyzzAkD-w98aQ\",\"https:\\\/\\\/en.wikipedia.org\\\/wiki\\\/Intercom_(company)\"]},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/#\\\/schema\\\/person\\\/ff079755d594e3e823dd5a277a185a7a\",\"name\":\"Patrick Andrews\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg32dc0ae7d5659e6efef9c2108c07d436\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg\",\"caption\":\"Patrick Andrews\"},\"url\":\"https:\\\/\\\/www.intercom.com\\\/blog\\\/author\\\/patrickandrews\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"Onboarding Strategies to Drive Long-Term Customer Retention","description":"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/","og_locale":"en_US","og_type":"article","og_title":"Actionable strategies for better user onboarding","og_description":"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.","og_url":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/","og_site_name":"The Intercom Blog","article_publisher":"https:\/\/www.facebook.com\/intercominc","article_published_time":"2019-05-28T17:14:25+00:00","article_modified_time":"2020-07-30T11:54:39+00:00","og_image":[{"width":1968,"height":932,"url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","type":"image\/jpeg"}],"author":"Patrick Andrews","twitter_card":"summary_large_image","twitter_title":"Actionable strategies for better user onboarding","twitter_creator":"@intercom","twitter_site":"@intercom","twitter_misc":{"Written by":"Patrick Andrews","Est. reading time":"3 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/#article","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/"},"author":{"name":"Patrick Andrews","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/ff079755d594e3e823dd5a277a185a7a"},"headline":"Actionable strategies for better user onboarding","datePublished":"2019-05-28T17:14:25+00:00","dateModified":"2020-07-30T11:54:39+00:00","mainEntityOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/"},"wordCount":578,"publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","articleSection":["Customer Engagement"],"inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/","url":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/","name":"Onboarding Strategies to Drive Long-Term Customer Retention","isPartOf":{"@id":"https:\/\/www.intercom.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/#primaryimage"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/#primaryimage"},"thumbnailUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","datePublished":"2019-05-28T17:14:25+00:00","dateModified":"2020-07-30T11:54:39+00:00","description":"To build a great business, you need to invest in customer retention \u2013 and it all starts with better onboarding. Here are our top onboarding strategies.","inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/better-onboarding-strategies\/#primaryimage","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","width":1968,"height":932,"caption":"Onboarding strategies webinar"},{"@type":"WebSite","@id":"https:\/\/www.intercom.com\/blog\/#website","url":"https:\/\/www.intercom.com\/blog\/","name":"The Intercom Blog","description":"Articles and Podcasts on Customer Service, AI and Automation, Product, and more","publisher":{"@id":"https:\/\/www.intercom.com\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.intercom.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.intercom.com\/blog\/#organization","name":"The Intercom Blog","url":"https:\/\/www.intercom.com\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/","url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","contentUrl":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/08\/Intercom-logo-sq-black-trans.png","width":1000,"height":1000,"caption":"The Intercom Blog"},"image":{"@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/intercominc","https:\/\/x.com\/intercom","https:\/\/www.instagram.com\/intercom\/","https:\/\/www.linkedin.com\/company\/2491343","https:\/\/www.pinterest.ie\/intercom\/","https:\/\/www.youtube.com\/channel\/UCJG0MvLP03kyzzAkD-w98aQ","https:\/\/en.wikipedia.org\/wiki\/Intercom_(company)"]},{"@type":"Person","@id":"https:\/\/www.intercom.com\/blog\/#\/schema\/person\/ff079755d594e3e823dd5a277a185a7a","name":"Patrick Andrews","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg32dc0ae7d5659e6efef9c2108c07d436","url":"https:\/\/secure.gravatar.com\/avatar\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/47cfb4851c6bc79c21c64fab333f13d38fc0678ff5b6c83a35c9f8af1bbc9758?s=96&d=mm&r=pg","caption":"Patrick Andrews"},"url":"https:\/\/www.intercom.com\/blog\/author\/patrickandrews\/"}]}},"jetpack_featured_media_url":"https:\/\/www.intercom.com\/blog\/wp-content\/uploads\/2019\/05\/onboarding-webinar.jpg","jetpack_sharing_enabled":true,"_links":{"self":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/20449","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/users\/402"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/comments?post=20449"}],"version-history":[{"count":0,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/posts\/20449\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media\/20450"}],"wp:attachment":[{"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/media?parent=20449"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/category?post=20449"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/tags?post=20449"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.intercom.com\/blog\/wp-json\/wp\/v2\/coauthors?post=20449"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}