Welcome Calls
New customer onboarding. Walk them through unboxing, setup, insertion, controls, and daily care so they feel confident from day one.
Welcome Call Workflow
Follow these 8 steps to guide a new customer through their first experience with their hearing aids. Total call time is approximately 30 minutes. The goal is for the customer to leave the call feeling confident using and caring for their devices.
Introduce yourself, build rapport, and tell the customer what you'll cover together. Setting expectations up front keeps the call focused and lets them know they're in good hands.
"Hi [name], I'm [your name] with Oricle Hearing. Congratulations on your new hearing aids! I'm here to walk you through everything so you feel completely comfortable using them. We're going to cover what's in the box, how the hearing aid works, how to put it in correctly, the controls, and daily care. Feel free to stop me at any point if you have questions."
Ask the customer to remove all items from the package and lay them out. Walk through each item together so they know what everything is.
Typical contents:
- Hearing aids (left and right)
- Charging case
- USB charging cable
- Extra dome sizes (multiple sizes included)
- Cleaning brush / tool
- Quick start guide
Use video so you can see what they're holding and confirm each item. If anything is missing, note it for CS follow-up.
Have the customer hold one hearing aid while you review each component. For each part, explain what it is, what it does, and why it matters.
Dome
The soft tip that goes into the ear canal. Creates the seal needed for good sound quality. Multiple sizes included.
Microphone
Picks up surrounding sound. Keep it clean and dry for best performance.
Multifunction Button
Controls volume and hearing programs. The exact button behavior depends on the model.
Faceplate
The outer surface of the hearing aid. When properly inserted, this is the only part visible from outside the ear.
Check for understanding after each component. Encourage the customer to look at and touch each part as you describe it.
This is the most important part of the call. A correct fit determines whether the customer has a good experience or calls back with issues. Use video for this section whenever possible.
Walk the customer through:
- Identify left and right. Each hearing aid is labeled (L/R) or color-coded (blue = left, red = right).
- Hold correctly. Between thumb and index finger, dome facing the ear canal.
- Open the ear canal. Gently pull the top of the ear upward and back.
- Insert with a twist. Guide the dome into the canal with a slight twisting motion. For the Oricle 2.0/3.0, the cord points down. For the Oricle Pro, the pull tab points up. For the Oricle Pro+, there is no cord; use the removal handle to pull out. The button should sit above the mic when worn correctly.
- Seat fully. Push until gentle resistance. No gap should be visible.
Once both are inserted, check:
Leave extra time here for additional coaching if the customer is struggling with insertion. This is worth getting right.
Introduce the multifunction button and explain that it controls both volume and hearing programs. The controls differ by model.
Volume
| Device | Levels | How to adjust | Audio cues |
|---|---|---|---|
| Oricle 2.0/3.0 | 5 | Tap button briefly to cycle up | 1 beep each press |
| Oricle Pro | 6 | Tap button briefly to increase | 1 beep each press; 3 beeps = max (resets to level 1) |
| Oricle Pro+ | 9 | Short press to cycle (1-9, loops) | 1 beep each press |
Hearing Programs
| Device | Programs | How to switch |
|---|---|---|
| Oricle 2.0/3.0 | Standard, Restaurant | Press button twice quickly (2 beeps = Restaurant) |
| Oricle Pro | Standard, Restaurant, Outdoor, Music & Movies | Press and hold button 2 seconds (beep count = program number) |
| Oricle Pro+ | Quiet, Noise Reduction, Outdoor, Music | Long press ~2 seconds (beep count = mode number) |
Have the customer practice changing volume and switching programs while on the call. Walk them through it until they're comfortable.
Remind them that each ear adjusts independently. They need to use the button on each individual hearing aid separately.
Review the daily routine that keeps hearing aids performing well. This prevents most common issues.
UV Dryer (optional mention): If the customer mentions humid environments, sweating during exercise, or naturally moist ear canals, let them know about the UV Dryer. It sterilizes with UV light (8 min) and removes moisture with gentle heat (3 or 6 hr cycle). Great for extending device life.
Reinforce that daily maintenance takes less than a minute and makes a real difference in performance and longevity.
Do a quick review of the key points: insertion technique, how to change volume and programs, and the daily care routine. Ask if there are any remaining questions.
"We covered a lot today, but the main things to remember are: make sure they're seated properly in your ears, charge them every night, and give yourself time to adjust. Most people feel completely comfortable within the first two weeks. If you have any questions at all, don't hesitate to reach out."
Thank the customer for choosing Oricle.
After the call, send a thank-you email with links to the how-to videos. This gives them a reference they can come back to for insertion, cleaning, and dome changes.
Log the call in the Consultation Portal under Meeting Details. For welcome calls associated with the Better Hearing Kit, log the outcome as "Setup Complete" / Issue Resolved.
Call Recordings
Example welcome call recordings will be added here. Check back soon.
Case Studies
Real welcome call examples with lessons learned will be added here. Check back soon.