How ActiveCampaign Uses Demio to Accelerate Customer Onboarding

ActiveCampaign, a leader in customer experience automation, is known for its robust platform that lets businesses easily connect and engage with their customers. 

However, like many growing SaaS companies, they faced challenges streamlining customer onboarding. New users often felt overwhelmed by the platform's capabilities, which slowed their adoption process and affected the overall user experience.

To address this, ActiveCampaign turned to Demio. We spoke with Tabitha Jordan, Manager of Product Activation at ActiveCampaign, to understand how Demio transformed its onboarding program—enabling a seamless, scalable experience for new customers.

Challenges ActiveCampaign Faced

Before Tabitha Jordan took charge of customer onboarding, ActiveCampaign struggled with a fragmented approach. Their onboarding relied heavily on live sessions, which were time-intensive to manage and didn’t scale well with their growing customer base. 

According to Tabitha, it was clear ActiveCampaign needed a better way to onboard customers: ‘Live sessions were valuable, but they couldn’t keep up with demand, and ActiveCampaign wasn’t leveraging the data and engagement insights that could improve our program.’

Additionally, ActiveCampaign lacked the tools to track engagement effectively during onboarding webinars. This gap hindered their ability to iterate and improve the onboarding journey. 

Before Demio, ActiveCampaign also struggled to find a webinar platform capable of effectively managing the auto-enroll process. This feature would later become pivotal in launching their onboarding program to new heights.

Get seamless ROI on your webinar program 

Integrate Demio with ActiveCampaign

How Demio Transformed ActiveCampaign's Onboarding 

When Tabitha took over the customer onboarding program, she introduced a new approach focused on automation and data-driven insights. Demio became a cornerstone of this transformation: 

Scaling Onboarding with Auto Enrollment

One of the first changes was implementing auto-enrollment, a feature Tabitha describes as a "game changer." By automatically registering new users for relevant onboarding webinars based on their purchase history and customer journey, the team significantly reduced manual work while ensuring every customer had access to the resources they needed.

“Every time a customer converted and got a tag within our system, we auto-enrolled them in the accelerated onboarding webinar, and that's where it sort of blew up,” says Tabitha.

Leveraging Demio’s Versatile Webinar Features

ActiveCampaign’s onboarding program evolved to include both live and automated webinars:

• Live Webinars: These sessions provide an interactive platform for customers to ask questions and receive real-time support. Demio’s user-friendly interface ensures a seamless experience for both hosts and attendees.
• Study Halls: These recurring sessions allow customers to dive deeper into specific topics, fostering product adoption and engagement.
• Replays: Demio’s replay functionality has been instrumental in extending the reach of webinars. According to Tabitha: "Replays have increased the accessibility of our content, making it easy for users to catch up at their convenience."

Demio’s customization options—from branded landing pages to interactive polls—helped ActiveCampaign create webinars that felt both personal and professional.

Results and Benefits 

The impact of Demio on ActiveCampaign’s onboarding program has been profound:

Key Metrics

• Product adoption score: Improved significantly as customers became more confident using the platform. some text
  • According to Tabitha, “People who attended the webinars had a much higher product adoption score and retention rate than people who weren't attending them. So, just being able to pull that information from Demio from an attendance perspective has been incredibly important for us.” 
• Workshop attendance rates: Increased due to the ease of auto-enrollment and engaging webinar formats.

Tabitha shared this data to showcase the results:

"Last year, we had over 13,000 attendees in our scaled onboarding program. We’ve also seen replay views jump from 400 to over 800 in just a few months, thanks to the replay tracker."

Major Wins

Tabitha shared her pride in how Demio has enabled ActiveCampaign to grow its onboarding program:

"We’ve been able to deliver 1-to-many content without dehumanizing it. Customers feel supported, and the program is scaling with our growth. The fact that people keep coming back, I think, speaks to both sides.”

The team also highlighted several features that make this possible:

• Flexibility in session setup: The ability to set up recurring events eliminates repetitive manual tasks.
• Ease of use: Both hosts and attendees benefit from a smooth, intuitive experience.
• Translation and localization: The ability to create localized content (landing and registration pages) in Portuguese, French, Italian, and other languages has become crucial.‍
• Data and webinar analytics: Demio’s tracking capabilities allow the team to monitor attendance and engagement, enabling continuous improvement.

Looking To the Future 

ActiveCampaign’s onboarding team is already planning the next phase of their program, with priorities including:

• Enhanced interactivity: Creating workshops tailored to specific user journey stages, leveraging Demio AI to deliver localized, on-demand webinar content. some text
  • According to Tabitha, their biggest priority is, “creating workshops that make sense for where the customer is at in their journey and identifying this learning journey for them by making sure they understand the path that they should be following.” 
• AI-Driven automation: Using Demio AI to automate sales sessions, allowing customers to access resources at their convenience while maintaining a personal touch.‍
• Scalable solutions: Continuing to iterate and experiment with new formats to keep up with customer needs.

Tabitha also expressed interest in using Demio AI for localized content, particularly for workshops in languages like Portuguese, French, Italian, German, and Spanish, where team bandwidth is limited. As Tabitha explained:

"The ability to integrate AI to make our sessions even more interactive and personalized would help us scale globally without losing the human touch.”

Commit to Your Webinar Program With Demio 

Tabitha’s advice for anyone exploring webinars as part of their business strategy is simple: "Don’t be afraid to just launch and see what happens. Take risks, experiment, and optimize as you go." ActiveCampaign committed to its webinar program, testing different formats and approaches until it found what worked best for its customers.

Whether it was breaking 90-minute sessions into shorter workshops or leveraging data insights to improve engagement, their willingness to adapt and refine has been the key to their success.

With Demio’s flexibility, ease of use, and powerful features, businesses like ActiveCampaign can take risks and experiment confidently—knowing they have the tools to achieve scalable success.