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Support & onboarding

Ready to become champions of customer experience?

Looking to optimise how you collect customer reviews, take control of your online reputation, or make customer feedback actionable to rally your store teams around customer experience? You are in good hands. At Wizville, our CSM team has one thing in mind: your success.

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A programme co-created with you · A dedicated Customer Onboarding Manager and Customer Success Manager

ChatGPT Image 27 août 2026, 16_46_30
Average duration 6 weeks An onboarding process co-created with your teams
4 steps, from set-up to ongoing support
Our programmes

How do our programmes work?

Every onboarding programme we run is unique. We co-create it with you during our first conversations, based on your brand's specific needs and priorities.

Our onboarding process takes 6 weeks on average (14 weeks with a pilot phase for large networks) and pursues two main goals: making you and your teams quickly self-sufficient on the solution, and above all turning your teams into customer experience champions!

Quickly self-sufficient

You and your teams take ownership of the solution — reports, platform, mobile app, notifications.

Customer experience champions

Beyond the tool, your teams become active players in customer satisfaction at their own level.

Want to know how we will look after you? Discover the 4 steps of our onboarding plan.

Average onboarding duration 6 weeks programme co-created with your teams
With pilot phase (large networks) 14 weeks "test and learn" phase in 2 pilot regions
Steps in the onboarding plan 4 from set-up to ongoing support
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At Wizville, we support our clients throughout the life of the project. To help your teams at every level get to grips with the solution easily, we have one watchword: personalisation! Features and reports are tailored to each role, so that everyone becomes an active player in customer satisfaction at their own level.

AR Aude du Rusquec Head of CSM — Wizville
The onboarding plan

The 4 key steps of Wizville onboarding

Together, we define a roadmap to reach your customer experience goals. Your dedicated contacts then guide you and your teams towards optimal use of the solution.

Your Customer Onboarding Manager supports you through the technical implementation of the solution and works with your teams to ease adoption.

  1. Step 1 Week 1 → Week 5

    Setting up the programme

    • Kick-off to understand your challenges and needs and recommend a suitable set-up

    • Building a project timeline

    • Drafting a communication presenting the programme to your staff to announce the project

    • Weekly meetings with your project teams to track set-up progress

    • Proposed questionnaires and a workshop to discuss and validate the content

    • Discussions with your technical teams to set up the data flows

    • Workshop on access rights and the reports expected by each type of user

    • Configuration of the tool

    • Quality checks

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  2. Step 2 2 months Optional

    Project pilot phase

    For a nationwide (or international) project with a large number of stores, our team recommends a "test and learn" phase in two pilot regions before rolling the solution out to the whole network.

    • Identification of 2 pilot ambassador regions

    • User training in these 2 pilot regions

    • Launch of the programme in these 2 pilot regions

    • Performance review 2 months after launch

    • Any necessary adjustments to the programme

    Get started
  3. Step 3 Week 6

    Staff onboarding

    Before rolling out your programme at scale, our team helps you train your staff in Wizville best practices.

    • Organising training sessions for your staff:

      • Making the most of the various Wizville tools (reports, platform, mobile app, notifications, etc.)
      • Responding effectively to customer reviews, especially dissatisfied ones
      • Identifying action plans to improve customer satisfaction

    • Creating and providing a personalised user guide for your staff

    • Access to the Wizville help centre (FAQ articles, getting-started videos)

    • Contact details for our support team in case users have questions (reachable by phone and/or email 5 days a week)

    Get started
  4. Step 4 2 months

    Roll-out & ongoing support

    Well done. You are ready! We help you keep improving how you use the solution and reach ever more ambitious goals.

    • Full roll-out of the project

    • Performance review 2 months after roll-out

    • Ongoing user satisfaction measurement (surveys sent 2 months after account creation, then every 6 months on the anniversary date)

    • Ad hoc training sessions offered to users who are struggling

    • Regular steering committees with your project teams to review the programme's performance and propose improvements

    Get started

Every programme is co-built: the durations shown are averages, not a fixed framework.

Meet our CSM team!

When you become a Wizville client, you work with a dedicated Customer Onboarding Manager and Customer Success Manager. The first is your main point of contact throughout the onboarding phase; the second supports you for the whole life of the project.

Customer Onboarding Manager

Your main point of contact throughout the onboarding phase: kick-off, project timeline, questionnaire and access rights workshops, data flow set-up, configuration and quality checks.

Customer Success Manager

Supports you for the whole life of the project: performance reviews, user satisfaction measurement, ad hoc training sessions and regular steering committees.

Support & onboarding

Let's start the conversation!

We like to take the time to talk. Tell us more about your challenges and we will tell you how Wizville can help.

  • An onboarding programme co-created with your teams
  • A dedicated Customer Onboarding Manager and Customer Success Manager
  • A help centre and support available 5 days a week
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