One of the biggest challenges growing businesses face is scaling customer onboarding while maintaining consistency, engagement, and long-term success. As your customer base expands, ensuring that each user receives the same high-quality, personalized experience becomes increasingly difficult. That’s where Thinkific Plus comes in.

In this article, we’ll explore how leading enterprise companies leverage Thinkific Plus to overcome these challenges—scaling their customer onboarding, boosting engagement, and driving success. 

Through real-world examples, we’ll explore the tools and features they use to create seamless learning experiences that grow with their business and enhance customer satisfaction and loyalty.

Skip ahead:

• How Thinkific Plus helps to scale customer onboarding
• How Thinkific Plus boosts customer engagement
• Leveraging the Thinkific Plus course builder and certifications.
• How Thinkific Plus enables customer success teams.
• Meet Thinkific Plus: A powerful platform to scale your customer success.
• Final thoughts

How Thinkific Plus helps to scale customer onboarding

Nearly two-thirds of customers say onboarding is a crucial factor when purchasing, making it a key driver in the buyer’s journey. To effectively move leads through your sales funnel, you need a solution that balances efficiency with personalized education—and that’s exactly what Thinkific Plus delivers.

By streamlining the onboarding process and reducing customer time-to-value (TTV), Thinkific Plus allows businesses to scale their onboarding programs without inflating budgets or sacrificing quality. 

The platform empowers teams to deliver consistent, engaging onboarding experiences at scale, ensuring every customer receives the education they need to succeed—no matter how quickly your business grows.

1. PayShepherd’s challenge: balancing humanization with scalability

PayShepherd helps large-scale equipment owners manage their contractors and contractor spend, providing comprehensive solutions for tracking incurred costs and streamlining the invoice cycle. 

A key factor in PayShepherd’s success has always been its human-centered approach to software—a quality they were unwilling to compromise. However, as the company grew, the founders faced the challenge of scaling without losing that personalized touch.

To maintain its high-touch customer experience while scaling effectively, PayShepherd turned to Thinkific Plus.

Learn more: How PayShepherd harnessed the power of Thinkific Plus to swiftly onboard users, reduce onboarding time by 75%.

2. PayShepherd’s solution: leveraging Thinkific Plus to scale customer onboarding

By adopting Thinkific Plus, PayShepherd transformed its onboarding process, reducing onboarding time by a staggering 75%. Using self-guided online courses as their primary onboarding tool, they experienced three key benefits:

1. Reducing 1-on-1 onboarding calls: PayShepherd’s transition to self-guided onboarding eliminated the need for many individual onboarding calls, the driving factor behind the 75% reduction in onboarding time.
2. Reclaiming valuable resources: Within just three months, PayShepherd’s team saved 350 hours, which they could reinvest into high-ROI initiatives that fueled further business growth.
3. Delivering consistent onboarding experiences: By standardizing their onboarding through Thinkific Plus, PayShepherd ensured that all customers received the same high-quality, engaging experience—regardless of scale.

Customer feedback post-rollout was overwhelmingly positive. Users appreciated the various learning formats, including visual, auditory, and interactive content, which helped cater to different learning preferences.

Additionally, PayShepherd’s stakeholders found value in Thinkific Plus’s audience management feature. This feature enabled them to track learner progress and engage with customers at any stage of the onboarding process, ensuring a more connected and responsive experience.

This success story demonstrates how PayShepherd scaled its onboarding with Thinkific Plus and lays the groundwork for enhancing customer engagement and success throughout the entire customer lifecycle.

How Thinkific Plus boosts customer engagement

A recent report by Intellum found that customer education programs can lead to a 40% increase in product adoption, a 26% boost in customer satisfaction, and a 35% improvement in average lifetime value. These findings demonstrate that customer education is pivotal in enhancing brand awareness, product engagement, loyalty, and advocacy.

One company that understands this firsthand is Hootsuite, a leading social media management platform with over 16 million active online course users.

Hootsuite’s journey to improved engagement

Hootsuite’s journey with Thinkific Plus began with the need to educate customers on how to navigate their complex dashboard. As the company’s customer base grew, the Hootsuite team quickly realized that Thinkific Plus could do far more than deliver basic product tutorials—it became a key tool in boosting customer engagement and retention.

“One of the first reasons we chose Thinkific Plus was that it can handle our high-volume student base…” 

– Ryan Chynces, Hootsuite’s Online Education Manager at Hootsuite

Hootsuite’s team leveraged Thinkific Plus’s dynamic course builder and certification features to enhance customer engagement. Through interactive courses and certifications, they have kept users actively engaged and educated—ultimately reducing churn and increasing customer loyalty.

Leveraging the Thinkific Plus course builder and certifications

Customer education doesn’t have to start after a purchase—it can be a powerful tool long before customers even enter the buying process. 

Customer onboarding might be a customer’s first experience with your educational content, but, as we saw with Hootsuite, education often begins much earlier.

Programs like Hootsuite’s Social Media Marketing Certification Course expose potential customers to the brand well before they’re in the market for a social media management tool. By offering valuable, industry-specific certifications, Hootsuite creates awareness and engagement, drawing future customers into their funnel.

“In 10 years, we want every single one of our customers consuming Hootsuite Academy education content. And even beyond that, we want to become the world leader in social media education.”

– Sarah Whyte, Former Education Marketing Specialist at Hootsuite

Online courses do more than just create brand awareness—they also enhance customer satisfaction and loyalty after a purchase. By leveraging certifications through Thinkific Plus, businesses can amplify these benefits by giving learners a way to share their achievements. 

Certifications can be featured on platforms like LinkedIn, resumes, or shared within professional networks, broadening awareness and attracting new potential customers.

How Thinkific Plus enables customer success teams

Under ideal circumstances, your business will have at least one person dedicated to developing your online academy. However, many companies don’t have the resources to assign a full team to this role. If you cannot have a dedicated staff for your academy, we recommend leveraging your customer success team to manage and scale your education programs as an effective solution. 

This approach aligns with their expertise in customer relationships and ensures that the education programs directly support customer needs and success. In this section, we’ll examine how Thinkific Plus enables your customer success teams (or dedicated education or marketing teams) to develop and scale customer education programs. 

By using Thinkific Plus, your customer success team can efficiently create and scale comprehensive learning experiences, driving both customer satisfaction and business growth. 

Let’s take a look at Chargebee’s global success as an example.

Chargebee’s strategy for empowering customer success

Chargebee, a revenue growth management platform, needed a way to scale customer education for subscription businesses globally. As their business expanded, they turned to Thinkific Plus to build a seamless, scalable, and engaging customer education experience.

Here’s how Chargebee leveraged Thinkific Plus features to achieve success:

• Streamlined course creation with drag-and-drop builder: Chargebee streamlined their course creation process by using Thinkific’s drag-and-drop course builder. This allowed their customer success team to easily design and organize courses without technical expertise, helping them scale their onboarding and training programs rapidly.
• Advanced analytics for tracking learner progress: To ensure learners stayed engaged and progressed through the content, Chargebee utilized Thinkific’s advanced analytics. The team tracked course completion rates, learner progress, and engagement metrics, allowing them to optimize their customer education programs and continuously improve outcomes.
• Certifications to enhance learning and engagement: Chargebee implemented certifications as part of their courses, allowing learners to showcase their knowledge and skills upon course completion. These certifications motivated learners to complete the training and increased brand visibility as learners shared their achievements on platforms like LinkedIn.

By leveraging these features, Chargebee scaled their Subscription Academy to reach customers in over 20 countries, providing personalized, high-quality education to subscription professionals worldwide. Thinkific Plus enabled Chargebee to scale their programs seamlessly while maintaining consistency, engagement, and measurable success.

“Thinkific Plus offers exceptional scalability, enabling businesses to grow their course offerings and student base without any limitations. It can handle unlimited courses, students, and bandwidth, ensuring businesses can expand their e-learning offerings without worrying about technical constraints.”

– Guy Marion, Chief Marketing Officer

Meet Thinkific Plus: A powerful platform to scale your customer success

The right platform is essential for businesses looking to create impactful customer education programs that drive customer success. Thinkific Plus is designed to meet the evolving needs of companies that want to deliver training programs that engage, educate, and grow with their customer base.

Here’s how Thinkific Plus supports scalable, effective customer education:

• Intuitive course Creation: Thinkific Plus’s drag-and-drop course builder enables you to create interactive, comprehensive courses without extensive technical skills. This simplicity empowers teams to focus on delivering high-quality content rather than navigating complex design tools.
• Scalability and integration: As your customer base grows, Thinkific Plus scales with you. The platform easily accommodates increasing numbers of learners and integrates with your existing tech stack, from CRMs to customer support tools, making it a seamless part of your overall business ecosystem.
• Advanced analytics for deeper insights: Understanding how your customers engage with your educational content is critical for continuous improvement. Thinkific Plus provides advanced analytics that offers insights into learner behavior, completion rates, and areas where your courses can be optimized.
• Tailored learning environments: An essential aspect of effective customer education is delivering a learning experience aligned with your brand. Thinkific Plus allows you to customize the look and feel of your learning environment, ensuring your courses provide a cohesive, branded experience that resonates with your customers.
• Proactive, reliable support: Customer education is an ongoing process, and having reliable support is crucial to success. Thinkific Plus offers dedicated customer support, helping quickly resolve issues and ensuring your learners enjoy a smooth and uninterrupted experience.
• Comprehensive security: In a digital world, ensuring the security of your learners’ data is non-negotiable. Thinkific Plus offers advanced security features, protecting your content and user information so you can focus on what matters—delivering top-tier education.

Thinkific Plus addresses the core needs of customer education and provides the tools to scale, engage learners, and drive long-term success. Thinkific Plus helps you turn customer education into a strategic asset by creating a platform that grows with your business.

Final thoughts

Scaling customer education is one of the biggest challenges enterprise companies face today. As we’ve seen through the experiences of companies like PayShepherd, Hootsuite, and Chargebee, Thinkific Plus offers a robust, scalable platform designed to meet the unique needs of businesses aiming to onboard, engage, and retain customers at scale.

Thinkific Plus delivers the tools and flexibility needed to create impactful learning experiences, from cutting onboarding time and enhancing engagement to extending global reach. Whether you’re delivering self-paced onboarding, offering certifications that amplify brand awareness, or using interactive features to boost customer satisfaction, Thinkific Plus ensures that your customer education program scales without compromising quality.

Key takeaways:

• Thinkific Plus empowers scalability: With features like self-paced courses and bulk content uploads, businesses can quickly scale their customer education programs without sacrificing engagement or efficiency.
• Customer education drives results: Programs built on Thinkific Plus have demonstrated clear benefits such as reduced onboarding time, improved customer retention, and increased engagement through certifications and interactive content.
• Global reach and personalized learning: Thinkific Plus enables companies to create consistent, high-quality learning experiences for diverse, global audiences, ensuring each customer receives the support they need.
• Actionable insights with advanced analytics: Thinkific Plus offers advanced analytics and learner tracking to help companies measure the effectiveness of their education programs and continuously improve.

Ready to find the right platform to launch or scale your customer training? 

Our Customer Training Evaluation Guide breaks down the key features, questions, and considerations you need to make the best choice for your business. 

Download it now and set your program up for success!