One of the most common questions I get from course creators who are making the switch from launching to evergreen is:
“But how do I actually support people… once they enroll?”
You’re getting consistent sales from your course everyday, which means each day new clients are being onboarded, supported, and even upgraded to your next level services.
So… how do you still create an experience that makes your clients feel seen, supported, and successful?
That’s what we’re going to talk about today.
Because supporting clients inside an evergreen course doesn’t have to be complicated, ineffective, or time-consuming.
In fact, we use a super simple and highly effective 3-part client support framework in our programs – and in this episode, I’m going to walk you through exactly how it works, step-by-step.
This framework will help you deliver an incredible experience to your clients – and it runs 24/7 without needing you to micromanage it.
Let’s dive in.
My name is Caitlin Bacher, CEO of Scale With Success®, and I’m on a mission to help course creators all over the world grow their business in a way that is profitable and scalable. I’m sharing revealing insights about what it really takes to scale an online course business to millions of dollars per year. Join me here to discover the tough decisions I’ve had to make, the biggest failures I’ve had to bounce back from, and the learnings that emerged every step of the way. I’m so grateful that I have the chance to tell you everything right here on Scale With Success®: The Podcast. Let’s get started.
Today I’m sharing a simple, but powerful 3-part client support framework that you can use inside your evergreen course.
And the best part? It’s fully automated – but still flexible enough to include live coaching calls if that’s something you want to include.
Part 1: Onboard
The first step to supporting clients in your evergreen course is to onboard them well.
This is often where the relationship is either solidified… or it starts to slip.
Your client has just purchased. They’re excited. Maybe a little nervous. Maybe even questioning if they made the right choice.
This is your chance to immediately affirm:
You’re in the right place. You’re not alone. And we’ve got you.
We use a simple 4-day email onboarding sequence that begins right after purchase.
Day 1: Welcome Email
The second someone joins, they receive a warm welcome email that tells them:
- Where to log in
- What lesson to start with (usually a quick Welcome or Orientation video)
- And how to access support – whether that’s a community, office hours, or something else
We include direct links to everything. No guessing. No friction. Just clarity and momentum.
Day 2: What to Focus on Now
This email shares a quick story to inspire action – something short and relatable, like how a former student overcame overwhelm in their first week.
Then we remind them where to start again, and give them a clear next step – like joining the community or scheduling their calendar for office hours.
Day 3: Community 101
This is all about helping them engage. We explain:
- How the community works
- Where to post questions
- What kind of support they can expect
- When office hours are (if offered)
The goal is to remove hesitation and encourage participation, even if they’re usually the “quiet type” in online groups.
Day 4: Quick Check-In
This is a short, casual nudge. We say:
“You should’ve received 3 emails from us by now. If you’re missing any, hit reply and let us know – we want to make sure you’re getting what you need!”
It’s low-pressure, but it gives them a reason to reply if they’re lost or not getting the emails – and it gives you the opportunity to support them early before they ghost.
That’s onboarding. Just 4 emails. Fully automated. And incredibly effective.
Now let’s talk about what happens after they’re inside.
Part 2: Support
Once someone is onboarded, your job is to help them keep going without burning yourself out.
Here are the three ways we do that:
1. Weekly Support Emails
These are short, automated check-ins that go out every week. Each one includes:
- A friendly greeting
- A short story or quote to keep them inspired
- A reminder of where to find course content and support
- And if we offer live Office Hours, a note about when they’re happening
We write these once and schedule them to go out automatically, so whether someone enrolls on a Tuesday in July or a Friday in December, they still feel connected and supported.
And because they’re enjoyable to read, people love getting them. It’s like having a built-in accountability coach in their inbox.
2. FAQs Inside the Course
As students go through the course, they’ll have questions – some you can anticipate, and others you’ll learn as you go.
We add FAQs directly into the lessons, so the support is contextual and relevant. For example:
- If a lesson tends to get questions about tech, we add a mini walkthrough
- If a concept is often misunderstood, we clarify with a real-world example
- If someone’s likely to feel overwhelmed, we add a note that says, “Pause here and do this one thing before moving on.”
You don’t have to do all of this at once. We just update the course as patterns emerge. Over time, this creates a richer experience – and reduces the number of repeat questions you get.
3. Office Hours (Optional)
Live support is optional in an evergreen model – but it can be powerful when done right.
Some people love the connection. Others just want quick answers. Depending on your program, you can offer:
- A weekly or monthly Zoom Q&A
- Livestreamed office hours inside your community (We offer Office Hours 2x/week inside our Accelerator program)
- Or typed replies to questions in a thread
The key here is to make sure people know when support is available and how to access it. If you do offer live calls, make them consistent and repeatable – no need to overdeliver or reinvent the wheel each time.
That just about covers support. Which brings us to the third and final piece of the framework…
Part 3: Expand
Once someone has gone through your course – or even while they’re still inside – you’ll want to show them what’s next.
This is where you can expand the relationship, deepen their transformation, and increase customer lifetime value.
Here are a few ways to do that:
1. Invite Them Into a Continuity Program
If you have a client community or office hours built into your course, you can offer students the option to continue access for a small monthly fee once they’ve completed the core program.
It’s a win-win:
- They stay connected and supported
- You generate recurring revenue
- And it doesn’t require you to build a brand-new offer
We’ve found this works best when the focus is on ongoing implementation, not just more content.
2. Offer a Premium Upgrade
For clients who want more, offer them a clear next step – like:
- 1:1 coaching
- A group mastermind
- A done-with-you experience
Make the invitation intentional. Let them know who it’s for, what the outcome is, and how to take action. Don’t assume they’ll know – spell it out!
3. Keep the Relationship Alive
Even if someone’s not ready to upgrade, you can still expand the relationship in other ways. Invite them to:
- Subscribe to your podcast
- Read your blog
- Follow you on social media
- Refer a friend
Sometimes people don’t need the next offer – they just need to stay in your world until the timing’s right.
So to recap, here’s the 3-part framework you can use use to support clients inside your evergreen programs:
- Onboard
→ 4 simple emails to build trust, guide action, and eliminate overwhelm - Support
→ Weekly check-ins, in-lesson FAQs, and optional live office hours - Expand
→ Ongoing access, premium upgrades, and invitations to stay connected
You don’t need to offer 24/7 Voxer access. You don’t need daily Zoom calls. And you definitely don’t need to be “on” all the time to create a transformational experience.
What you do need is a repeatable, thoughtful system that helps your clients feel seen, supported, and successful – no matter when they enroll.
And if you want to see exactly how we build evergreen systems that run themselves – come join my free masterclass. The link is in the show notes.
Thanks for being here today and if this episode was helpful, please share it with a friend or a fellow course creator who would benefit from the same message.
I’ll see you next time on another episode of Scale With Success® The Podcast.
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Today’s episode is brought to you by Scale With Success® Accelerator — an online course designed to help you generate launch-sized revenue without lanching. If you want to learn MORE about our proven method for success, click here to watch my free masterclass. See you in there!
