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About Assisted and Dedicated Onboarding with Mailchimp
When you purchase a Marketing plan, it’s important to kickstart your onboarding experience. Depending on your pricing plan, you have access to 1:1 consultations, product walk-throughs, and personalized resources from onboarding specialists for your first 30 days at no additional cost.
In this article, you’ll learn about Assisted and Dedicated Onboarding with Mailchimp.
Things to know
- Mailchimp’s onboarding services are available for new users with a paid Marketing plan for the first 30 days after account creation. Schedule your discovery meeting at any point between your 1st and 30th day with Mailchimp. To learn more about the features included in each pricing plan, check out About Mailchimp Pricing Plans.
- Your pricing plan determines the onboarding service you’re eligible for.
- If you upgrade your existing Mailchimp plan, you’re eligible for the onboarding service that corresponds with your new paid plan for the first 30 days after upgrade.
- Mailchimp's onboarding services are available in English. Premium plans and users with an Essentials or Standard plan with a monthly spend of more than $700/MRR can use onboarding services in Spanish and Portuguese.
- Mailchimp’s onboarding specialists are different from our technical support agents. To learn more about your support options after onboarding, check out Mailchimp Support Options.
How it works
Mailchimp offers 2 onboarding services at no additional cost. Assisted Onboarding is available to new users with an Essentials or Standard plan, and it's available to existing users who upgrade to an Essentials or Standard plan. Dedicated Onboarding is available to new users with a Premium plan, and it’s available to existing users who upgrade to a Premium plan. Both services are designed to help ease the Mailchimp onboarding process with hands-on, personalized support from specialists. Each service offers a diverse onboarding experience with varied support offerings, and it’s easy to get started.
After you create and verify a new paid Marketing account or upgrade your plan, you’ll reach your account dashboard. The first time you access your account dashboard, an onboarding pop-up appears. If you want to begin right away, click Talk to a specialist to schedule your 1:1 discovery meeting at a time you choose. If you're not quite ready, click Remind me later.
If you have a Premium plan, an onboarding specialist coordinates your next steps after your discovery meeting. This may look like a calendar invite, a personalized email, or pre-recorded video. You can choose your preferred format for every experience except for the discovery meeting.
The first time you access your account dashboard, the onboarding pop-up appears. If you click Remind me later, the pop-up reappears the next time you log in to your account. If you click the X icon to close the pop-up, you’ll permanently remove this popup.
Assisted Onboarding includes a 1:1 consultation with an onboarding specialist and ongoing support. Dedicated Onboarding includes 4 personalized experiences over 4 weeks and ongoing support.
Assisted Onboarding (Essentials or Standard plan)
|Discovery meeting||Live 60-minute phone call and screen share consultation|
|Ongoing support||Chat and email support|
Dedicated Onboarding (Premium plan)
|Discovery meeting||1||Live 60-minute video consultation|
|Product overview & action plan||2||Live 60-minute video consultation, personalized email, or pre-recorded video|
|Advanced product review||3||Live 60-minute video consultation, personalized email, or pre-recorded video|
|Wrap up||4||Live 60-minute video consultation, personalized email, or pre-recorded video|
|Ongoing support||* Customer Success management, phone, chat, and email support|
*Customer Success is included with select custom plans with at least 500,000 contacts.
Both services include a discovery meeting with an onboarding specialist. Dedicated Onboarding includes 3 additional experiences which can take the form of live video consultations, personalized emails, or pre-recorded videos depending on your preference.
Assisted Onboarding and Dedicated Onboarding
- Discovery meeting
This 60-minute consultation with an onboarding specialist allows you to discuss your marketing goals and address initial Mailchimp questions. For Assisted Onboarding, this is a 1:1 phone call and screen share consultation. For Dedicated Onboarding, this is a 1:1 live video consultation.
Product overview & action plan
This is your opportunity to learn about Mailchimp’s marketing tools from an onboarding specialist and develop a custom plan for your brand together.
Advanced product review
Experience an in-depth product walk-through of how Mailchimp’s features work to accomplish your marketing needs. Explore tasks like importing contacts, sending your first email campaign, or setting up a Customer Journey.
This is your chance to ask the onboarding specialist outstanding questions, gather additional resources, or further familiarize yourself with Mailchimp’s tools.
After you onboard, you’ll have ongoing access to phone, chat, and email support based on your pricing plan eligibility. If you have a custom plan with at least 500,000 contacts, you can utilize our Customer Success management team.
Schedule your discovery meeting
To schedule your discovery meeting with an onboarding specialist, follow these steps.
Create and verify a new Essentials, Standard, or Premium account. If you're an existing user on a Free plan, you’ll need to upgrade to schedule your discovery meeting.
On your account dashboard, click Talk to a specialist in the onboarding pop-up.
To delay the onboarding process, click Remind me later. The pop-up will disappear from your current screen, then reappear the next time you log in to your Mailchimp account. Remember, if you click on the X icon to close the window, you’ll permanently remove this pop-up.
On the scheduling page, select an available date and time for your 1:1 discovery meeting. The unavailable dates are grayed out.
For Assisted Onboarding, you also need to enter your preferred phone number for your discovery meeting. Your onboarding specialist will call your preferred phone number at your scheduled time.
On the confirmation page, review your meeting information and assigned onboarding specialist, then check your email inbox for full booking details.
A calendar invite is sent to the email address used to create your Mailchimp account. It comes directly from your assigned onboarding specialist with “Mailchimp Onboarding” in the subject line. If you don’t see the calendar invite in your inbox within a few minutes, search your spam folder for your onboarding specialist’s name. For Dedicated Onboarding, your invite includes a video conference link to join the 1:1 session at your scheduled time.
From your email, accept the video conference invitation to add the session to your email calendar. If you need to reschedule or cancel your discovery meeting, click the corresponding links in your email.
Nice! You’ve successfully scheduled your discovery meeting.
For best results, we recommend that you prepare questions or goals you’d like to discuss with your onboarding specialist prior to your meeting time.
If you want your Dedicated Onboarding experience to include additional live video consultations, your onboarding specialist will coordinate scheduling with you. If you prefer personalized emails or pre-recorded videos, your onboarding specialist will share those with you.
How onboarding specialists can help
Onboarding specialists are trained professionals who are ready to help with your Mailchimp questions and goals. They’re real people with real Mailchimp knowledge.
Check out these resources before you meet with your specialist, and dive deeper into Mailchimp topics during your live video session.
- View or Change Account Contact Information
- Create a Mailchimp Audience
- Import Contacts to Mailchimp
- Getting Started with Tags
- Create a Hosted Signup Form
- Create a Regular Email Campaign
- Create a Customer Journey
While our onboarding specialists provide guidance, you’re in charge of your account setup. We want you to feel empowered to optimize your Mailchimp experience post-onboarding.
Onboarding specialists are dedicated to onboarding tasks. If you have advanced questions or issues with your account, contact technical support. To learn about your plan’s technical support options and how to contact the team, check out Mailchimp Support Options.
After onboarding, your Mailchimp journey continues with our advanced marketing tools, reporting features, integrations, and ongoing support.