FAQ Education | Help Flow

How to Complete the Onboarding Form
This onboarding form is meant to collect information we can use to build a knowledge base about your digital education/coaching business. The questions are asked in a way to give us direct and indirect information that we can use to build the knowledge base.
- If certain questions are not relevant, you can skip them or input "n/a"
- If you have resources on your website or elsewhere that answer the question, please share that as the answer (i.e. you don't need to recreate content here that's already on your website).
- If you have information for one of the questions that you're not able to share at this time, just describe it and we'll reach out during the onboarding process to get it.
- Remember, this information is just the starting point to create your knowledgebase AND we'll be discussing deeper details on our onboarding call.
If you need to pause while working on this form, please use the "save and continue later" button at the bottom. Go through the entire process to receive a saved url in your email inbox to ensure no information entered in the form is lost.
If you have any questions, chat with us or contact support@helpflow.net.

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Overview of Your Business, Funnel, Etc.
We will dig deep into your website, but this section will give us a headstart on key context that won't be immediately clear.
Describe your business in 2-3 sentences max:*
This should be a short answer that describes (1) the problem you solve (2) for who (3) and how you solve it.
This will give us context for other knowledge base resources we'll be creating.
Describe your sales funnel:*
If you use a sales funnel on your website, please describe it here. Specifically, we need to understand the main phases in your sales funnel and relevant pages so that we can move visitors through them.
If you have a large range of products or webpages in each phase, describe them or link to a page that shows all of them. For now, we just need the basic overview.
For example, a typical sales funnel might be described as:
1. We run facebook ads
2. Ads lead to our key blog post content at www.website.com/the-blog-post
3. That blog post promotes our lead magnet www.website.com/lead-magnet. If people don't click through to the lead magnet from the blog post, remarketing ads bring them back.
4. Once someone downloads the the lead magnet, it's emailed to them and we start promoting our free coaching call. That page is at www.website.com/book-consultation.
5. On the coaching call, we enroll them in the first paid product in our funnel which is a $997 online course about (topic). That course is at www.website.com/course-signup, but we only drive people there ON the coaching call.
If needed, upload your sales funnel document(s):
You can upload file(s) here, max upload size is 8MB. If you have additional files that can't be uploaded here, email them to support@helpflow.net.
Drop files here or

Max. file size: 32 MB.
What info do you need to know if someone is a good fit for your product/service?*
For example, if there are certain things someone must do before purchasing your product then describe those here. Another factor might be a certain aspect of their specific problem, such as the severity of the problem or how they've already attempted to solve it.
Describe who provides the education and their experience / credibility.*

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Resources Available
We'll be asking very specific questions in a later section of the form, but this section will ask you to let us know various resources you may have that can help us create the knowledge base we'll use to help visitors while they're on your website.

*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself.
Do you have a FAQ page or section on your website?*
For example, you might have a list of common questions, a guide of some sort, or another resource that answers common questions a prospect may have. Please link to the page(s) here.
What are some of the most important Links on your Website*
Examples of these links will be the webpages where either visitors subscribe to your course, submit applications, or book / schedule meeting appointments with you etc.
What additional internal resources do you have listing questions visitors might ask?*
These can be on your website, or internal documentation in your business.

Below are examples:
- Support desk / help desk where visitors ask questions
- Transcripts from a website chat system
- Deeper descriptions of your services
- Any type of questionnaire provided to Clients
- Training manuals for new hires

You can upload any internal documentation after the text box below.
Upload resource files, if needed
You can upload and resource(s) you want to share with us such as word documents, excel sheets, etc. You can describe them in the "additional information..." field on this page if needed.
Drop files here or

Max. file size: 32 MB.
Additional Information
Is there any additional information you want to share with us related to resources that you have that may help us?

* Note that we're going to be asking very detailed questions in the next sections of this form, so listing answers to really specific questions here is not needed.

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Answers to Common Questions

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HelpFlow Account Information
This is only for your HelpFlow account information, and won't be shared with your customers or used in website chats.

*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself.
Name*
First Last
Email Address*
This is your own email address that we'll use to collaborate. This will not be shared with customers we chat with.
Your Direct Phone Number*
We may have quick questions while configuring your account. This will not be shared with your customers on website chats.
Google Apps or Gmail address we can share Google Docs with:*
We occasionally use Google Docs to collaborate with customers. Please provide a Google Docs or @gmail address we can use in the future. If you don't have one, you can create one at http://gmail.com.

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Website and System Information
This is general information about your website that impacts some parts of our onboarding process. If you're not sure of certain information, let us know below and we'll gather it later.
*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself.
Website*
How many website visitors does your site get each month?*
An approximate number is fine for now, as we'll be able to get the exact number through your website tracking system during onboarding.
Has Google Analytics access been provided to admin@helpflow.net AND app-helpflow-net@chat-schedule.iam.gserviceaccount.com?*
Using the instructions here, please add *both* of the below emails with "view" access to Google Analytics.
app-helpflow-net@chat-schedule.iam.gserviceaccount.com
admin@helpflow.net
This enables us to access Google Analytics for manual reports, and also display key information to you within our Platform.
Do you use Google Tag Manager on your site?*
Google Tag Manager will be used to easily add the chat code to your website (i.e. within 1-2 mins). If you have any account, this would be managed at http://www.google.com/tagmanager. If you're not sure, that's an option in the below list.
Using the instructions here please add *both* of the below as publish rights users to the account. This enables us to publish live chat onto your website, along with periodic updates of the chat system. Also, this impacts our ability to do live chat reporting for your account so it's important that both accounts are given access.
app-helpflow-net@chat-schedule.iam.gserviceaccount.com
admin@helpflow.net
Do you have sub-domains for your main website where we will be chatting with your visitors?*
A subdomain is a second website, with its own unique content, but there is NO new domain name. If your website is www.domain.com, your subdomain name may look like forums.domain.com, help.domain.com, help2.domain.com.
If you have subdomains on your website, please list them here and make clear if you want chat to display on these subdomains.
What platform is your website built with?*
If we need to help you with certain technical aspects of your website, this is important to understand.
- Shopify
- WordPress
- ClickFunnels

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Marketing Efforts
In this section, we'll gather the details we need re: how we'll measure success metrics from chat compared to the time period before chat is launched.

*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself.
How are you driving traffic to the website currently?*
For example, Facebook ads, your podcast, etc.
What is your current cost per lead for the above marketing channels?*
For example, if you pay your SEO agency $1,000 per month and they generate approximately 100 leads per month then the cost per SEO lead is $10.
What is your estimated customer lifetime value?*
This is helpful to understand how we can improve the economics of your business. For example, if you offer an introductory service at $1,000 and a secondary service at $3,000 that 1/3 of clients actually purchase, then the customer lifetime value is $2,000.
- All new clients purchase $1,000
- 1 in 3 clients purchases a $3,000 service, which is applied as $1,000 in the customer lifetime value calculation (i.e. $3,000 X 1/3 = $1,000).
- Total lifetime value of a new client is $2,000.
If applicable, do you assign a "value per lead" to new leads?*
Most businesses track their cost per lead and have a customer lifetime value, but some businesses even assign a "value per lead" to each new marketing lead. If you use value per lead, even informally, list it here.
For example:
- if you have a $10,000 customer lifetime value
- and you know that you convert 10% of incoming leads to customers,
- then your value per lead is $1,000 (i.e. $10,000 x 10%)

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How We'll Work Together
In this section, we'll gather the details we need re: how we'll work together (i.e. who we'll send leads to, etc.).

*If you want to continue the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself. To expedite this process, we've pre-selected the most common answers for some questions.

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Who will we send website leads and visitor questions to?
We'll be referring visitors to your team if they are a lead or if they have a question that we're not able to answer.

Below is the information we need to refer these website visitors to you. Note that this information can be changed in the future easily.
Name(s)*
This would be the bold part: "I need to refer you to John Doe, our service specialist...".

If a single person doesn't respond to all emails, you can use multiple people. For example, "I need to refer you to John and Jane, Our service specialists...".
Title*
This would be the bold part: "I need to refer you to John Doe, our Service Specialist...".

Most of our customers use a fairly generic title that can be used for multiple types of website visitor referrals. This does not need to be this team member's formal title.
Email address(es)*
This is where you will be notified of visitors that have questions that require a next action from you. Visitors will not see this email address.

If you want to use multiple email addresses, list them here.

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Launching the Website Chat Service
Below are a few additional details that will help us get the chat service launched. We can discuss some of these details during the onboarding process if you're not sure about them right now.
List the team members names and emails (if more than 1) who'll be reviewing the Chats / FAQs after launch*
We need to have the names and emails of your team members who'll need access to review chat transcripts, add FAQs, review and update FAQs from time to time. In short, people in your team who'll need access to your chat account in our system. We'll then use these names and emails to create separate accounts for each team members and share with you post launch.

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Any Additional Details?
We'll be reviewing everything you've done detail and will ask questions if needed as we complete our onboarding process. But if there's anything else you'd like to share, you can do that here.

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We’re Excited to Work with You

Step 1 of 12

How to Complete the Onboarding Form

Overview of Your Business, Funnel, Etc.

Resources Available

Answers to Common Questions

HelpFlow Account Information

Website and System Information

Marketing Efforts

How We'll Work Together

Who will we send website leads and visitor questions to?

Launching the Website Chat Service