Customer On-boarding

Customer onboarding is the nurturing process that gets new users and customers acquainted and comfortable with your product.

An exceptional customer onboarding program involves step-by-step tutorials, helpful guidance and support, and celebrations.

when a customer achieves success milestones using your product or service.

The Customer Onboarding Process

1. Welcome Email

Your first correspondence with your new customer needs to be a positive one. Congratulate them on their new purchase. Thank them for choosing you over the other options and let them know how excited you are to have them on board.

2. Greeting Message

Different from a welcome email, a greeting message is an in-app welcome message that greets users on their first login and encourages them to take the first step in setting up their account. It's best practice to ask the user to do only one thing (i.e. change their password or turn on email notifications) and should include a video to guide them.

3. Product Setup

Create a guided tutorial or setup wizard to take your customers through the setup process, step-by-step. Make this tutorial short and optional. Guided setup is most commonly needed when there are multiple steps or when steps need to be taken in a particular order.

4. Feature Callouts

Use a tip banner that guides users around the product and calls out any important features that they should know about. The banners serve as an introduction, not a substitute for an actual tutorial.