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Student Onboarding Guide

Last Updated: Feb 19, 2018 06:33PM CST
This guide will walk you through the steps to onboard a student from the point where you receive the name and email address of a new student to the point where the student is ready to book their first lesson. We can broadly break down the process into the following steps:
  1. Connect with the new student
  2. Make optional gear recommendations
  3. Schedule a setup session
  4. Encourage student to install app prior to setup session
  5. Help student install JamKazam app
  6. Help student configure gear 
  7. Check that student’s gear works properly in a session
  8. Familiarize student with key app features they will use while in lessons
  9. Send email with student help docs link
In general, steps 1 through 4 can be handled through brief email exchanges. The two goals of these first four steps are to: (a) build rapport and keep the student excited and engaged; and (b) make sure the student has all the gear they will need for a successful setup/test session. Following is a single slide that summarizes the gear needs/options in one place as a reminder/map.

Steps 5 through 8 are handled within a single online session, up to 1 hour in length, that is scheduled by mutual agreement of the consultant and student. The three goals of the setup/test session are to: (a) help the student configure their audio, video, and Internet for the JamKazam app; (b) make sure the student's gear works properly in an online session; and (c) help the student get comfortable with the most important features they'll be using before, during, and after lessons.

Immediately after successfully onboarding the student through the online session, the consultant should send email #5 (step 9 of this guide) to the student. This gets the student the help docs that will guide them to find a teacher they like, book their first lesson, and join that lesson when it's time to start.

As the consultant guides each student through the onboarding process, it is also important that the consultant update a student tracking application with the status each step of the way through. Here is a link to a guide on how to use this student tracking application.
Following are more detailed descriptions, steps, and resources that consultants may use as guides through these steps.

Step 1: Connect With The New Student (Email #1)

When you agree to take on a new student for JamClass onboarding, the first thing to do is to send an email to introduce yourself and to collect some critical information about gear requirements to kick off the process. It's very important to send this first email immediately when you take on a new student. If you do not engage the student promptly, it becomes much more likely the student will abandon the process.

Here is a link to the template for this first email, with instructions at the top of the email template above the horizontal separator line.

Step 2: Make Optional Gear Recommendations (Email #2)

If a student does not have the 4 minimum system requirements listed in the intro email above (i.e. Windows or Mac computer, webcam, built-in mic and headphone jack, and Internet service), then please notify David by email at david@jamkazam.com so that he can take over with the student and see if there is any way to salvage the opportunity.

If a student has the 4 minimum system requirements, or has the minimum requirements plus some or all of the optional gear, and is ready to go, then you may skip this step and go on to the next step: Schedule Setup Session With Student, immediately following this step.

If a student expresses an interest in learning more about either Ethernet adapters and cables, or audio interfaces or adapter cables, then following are links to email templates you may customize and send to the student:
Instructions for these email templates are at the top of each template above the horizontal separator line.

Step 3: Schedule Setup Session With Student (Email #3)

When you have verified the student has all the gear they need to participate in JamKazam sessions, the next step is to schedule a setup/test session with the student, in which you will help the student set up their gear, verify that everything is working properly, and show the student around some key features of the application. 

Here is a link to the email template for kicking off the scheduling discussion, with instructions at the top of the email template above the horizontal separator line.

It obviously may require a little bit of back-and-forth emails to settle on a day and time that works both for you and the student. We recommend that once you settle on a day/time, you send a Google calendar invitation to the student to nudge them to put the appointment on their calendar so they don't forget and no-show your session. Or at least ask them to put the appointment on their calendar during the email exchange.

Step 4: Encourage Student To Install App Prior To Setup Session (Email #4)

When your setup session with the student has been scheduled, we recommend sending one more email to the student prior to the actual session. This email encourages the student to download and install the JamKazam application on their computer prior to your session. If the student does this, it can save you about 10 minutes in the session. If not, you can just help the student install the app during the session. 

Here is a link to the email template that encourages the student to download and install the app prior to your session, with instructions at the top of the email template above the horizontal separator line. 

Step 5: Help Student Install JamKazam App

This section of the guide picks up at the point where you begin the actual setup and help session with the student. To start your setup session, you should call your student on the phone at the number they provided in response to the session scheduling email you sent earlier in the process.

When you have the student on the phone, you should ask them if they have already downloaded and installed the JamKazam application onto their computer. If they have, then you can skip ahead to the next section: Help Student Configure Gear.

If the student has not already done this, then instruct the student go to www.jamkazam.com/downloads in their browser, and then walk them through the instructions in this help article to download and install the JamKazam application on their computer.

If the student installs the app successfully but cannot sign into the app because they have forgotten the email or password they used when they registered for a JamKazam account to redeem the Amazon promotional code, then:
  • If they are pretty sure they know which email they used, but have forgotten their password, instruct the student to go to www.jamkazam.com/signin in their browser (not in the app). Have them click the yellow text link "Forgot Password?" under the orange Sign In button on this page. And they can use this feature to reset their password to a known value. When they have reset their password successfully, instruct them to return to the application (not the website in the browser), and sign into the application using the new password.
  • If they cannot even remember what email address they used, then please end the setup session (for now), and email David at david@jamkazam.com so that we can try to salvage the situation.

Step 6: Help Student Configure Gear

When the student has the application running and is signed in, you can move forward with helping the student configure their gear to work with the JamKazam application. Before starting with this setup process, you should check in with your student on the phone on the following questions to make sure you understand exactly what gear the user has:
  • Internet - Is the student's computer connected to their home network using WiFi (wireless)? Or have they connected their computer to their home router using an Ethernet cable? If they can connect via a hard-wired Ethernet cable connection, their performance and user experience will be much better in online sessions. But if the student can't easily do this, then don't push on it too hard, as we don't want to scare the student off by pushing too hard on this point. 
  • Video - Is the student using a webcam that is built into their computer? This is most common. Or are they using an external webcam that connects to their computer via a USB cable or other connector? If they're using an external webcam, it it plugged into their computer and ready to go?
  • Audio - What gear is the student using for audio? Are they going to use the built-in microphone and headphone jack on their computer? Are they going to use the VAlinks USB guitar cable? Are they going to use an audio interface like one of the two Behringer audio interfaces we recommend, or some other interface they already own? Make sure if they are using external audio gear that it is connected to their computer, and that their guitar (or pedal board or amp or whatever) is plugged into the gear they are using.

Depending on the type of computer and the type of audio gear your student is using, please use one of the 6 help guides below to step you and the student through the gear setup wizard.  

Step 7: Check That Student's Gear Works Properly

When you have successfully walked the student through the process of setting up and configuring their audio gear to work with the JamKazam application, the next step is to get into a JamKazam online session with the student to ensure that everything is working properly.

Here is a link that explains how to verify that the student's gear is all working properly in a session.

Step 8: Review App Features Used In Lessons

After verifying that audio and video are streaming well in the JamKazam session, the next thing to do is to show the student some of the key features they'll want to know how to use while in their online lesson sessions. 

Here is a link that shows how to walk the student through key features to use during lesson sessions

Step 9: Send Student Email With Help Doc Links (Email #5)

Once you've finished the previous steps, the student should be ready to go ahead and book their first free lesson. There are other features the student needs to know how to use to book their lessons, join their lesson sessions when it's time for them to start, and so on.

We've crafted an email you should send to the student immediately after your onboarding session has concluded. Once you have sent the student this email, your job in onboarding the student is done, and you should report to david@jamkazam.com the name and email address of the student for whom you have successfully completed onboarding.

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