FAQ Services | Help Flow

How to Complete the Onboarding Form
This onboarding form is meant to collect information we'll use to build a knowledge base for your business.
- If a question is not relevant, you can skip it or put "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, Sales Process, 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 process:*
Every business has a sales process, whether it's explicit on their website or something that just happens as they sell service. Please describe your sales process here. Specifically, we need to understand the main phases in your sales funnel so that we can move visitors through them.
If you have a large range of services or webpages in each phase, you can 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 process for a professional services business might be described as:
1. A prospect hears about our service by searching in Google, seeing our ads, seeing our content on LinkedIn, or possibly from a referral.
2. Either way, they end up at our website. They usually end up at the homepage or maybe a blog post. www.website.com/this-blog-post is really popular.
3. Our website is designed to get them to contact us for a free consult, either via the web form at www.website.com/form or by calling our team.
4. On the call, our team qualifies the prospect based on (specific criteria). If qualified, we'll book them for an initial appointment with our team for (price). If not qualified, we'll still answer their questions but we'll try to guide them to a resource on our website or external resource. This breeds goodwill so they come back later when qualified, or refer people that are qualified.
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 service?*
For example, if there are certain things someone must do before they would purchase your service, 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 have already attempted to solve it.
Describe who provides the service and their experience / credentials.*

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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 pause and continue answering the form later, scroll to the bottom, click "save and continue" option", and (important) email the saved URL to yourself.
Do you have an 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 provide the link to the page(s) here.
What are some of the most important pages on your website?*
Examples might include pages where visitors request a consultation, pages describing the process you use with clients, etc.
What additional INTERNAL resources do you have that lists all of the questions visitors might ask?*
These can be within 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.
You can upload file(s) but 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.
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
In this section, we'll ask a wide range of questions that should be relevant to most service businesses.
You can provide additional detail for certain questions as needed. If certain questions are not relevant, you can skip them or input "n/a"
This will be a starting point for the knowledge base we create. We'll discuss details about these questions and others on our onboarding call.
What year did your business start?*
What triggers the prospect's need for your service? What is causing them to look for services like yours?*
For example, for a Chiropractor the trigger might be a recent sports injury or an ongoing body pain that the patient finally decides they want to resolve.
What are the top 3 considerations of your prospects in deciding which service provider is the right fit? How do you compare with your top 3 direct competitors in these service areas?
For example, for a tax accountant focused on businesses with revenues of $5M+, the top 3 factors might be
(1) Experience with the prospect's specific industry
(2) Speed of service, related to a time sensitive need
(3) And (specific) certifications to exceed regulatory compliance (i.e. not required, but preferred).
Notice in the above that price is not one of the factors. In this specific business, price may not be a consideration since the quality of the service if far more important and impactful than the price that the prospect will pay.
The Tax Accounting Firm in this example might have solid experience in the prospect's industry and be able to complete the project within 10 days even if they don't have the noted certifications.
In this section, briefly describe your prospects' considerations and how you stand against competitors they may also be considering. We can discuss additional details on the onboarding call.
How is the service provided, from the client's perspective?*
For example, do clients visit your office or is the service handled via phone (or a mix)? What is the interaction process like with clients while working with them?
The purpose of this question is not to have a deep understanding of your entire business model. This is just helpful context for related questions visitors may ask.
You can provide a brief 2-3 sentence answer, and we can discuss additional details on the onboarding call.
Do you offer free trial of your products / services?*
If so, describe them here.
Describe the client experience when using your service:*
Below are potential factors to include:
- Are the services provided at your office or remotely?
- What information does a client need to provide upfront as well as during the performance of the service?
- If the service is provided over multiple steps, what are the key milestones of that process?
We'll discuss additional details on our onboarding call, but this description is helpful as a starting point for our knowledge base.
Are your prices flat fee per service, hourly, project based, or other?*
Provide a brief overview of your pricing model.
When is payment due and how do clients pay you?*
For example, do you require payment in advance, payment when the service is provided, payment by invoice after the service, milestone payments, or is payment handled via a third party (i.e. medical insurance, etc.).
Do you offer any satisfaction/results guarantee to your clients?*
We will not commit you to any specifics in chats with prospects, but understanding your policies is helpful.
Share client testimonials or case studies:*
Any material that demonstrates the capabilities of your team and satisfaction of past clients are helpful.
These are helpful to reference while creating the knowledge base for potential visitor questions, but can also be showcased during chats (if appropriate).

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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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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, Adwords, 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, share your "value per lead" of 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 should 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 will be reviewing the Chats / FAQs after launch*
We need to have the names and emails of your team members who will 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 in 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 11

How to Complete the Onboarding Form

Overview of Your Business, Sales Process, Etc.

Resources Available

Answers to Common Questions

HelpFlow Account Information

Website and System Information

Marketing Efforts

How We'll Work Together

Who should will we send website leads and visitor questions to?

Launching the Website Chat Service