Customer onboarding templates

Welcoming new customers is always exciting, yet it's the attention to detail that truly shapes their experience. This is where a well-structured customer onboarding process becomes essential. 

It goes beyond mere formalities—it's about immediately delivering value, showcasing your organization's capabilities, and dedicating your focus to what your customers genuinely need. And remember, retaining an existing customer is more cost-effective than acquiring a new one. 

The initial steps in the customer journey are critical in establishing a strong foundation for ongoing success and customer loyalty. This is precisely where our customer onboarding templates come into play. They serve as your guide to a streamlined, impactful, and efficient onboarding process, ensuring every new customer enjoys a consistent, positive experience.

Our comprehensive collection of customer onboarding templates is crafted to help your customers quickly realize the value and benefits of your product or service.

We've curated a comprehensive suite of adaptable customer onboarding templates to ensure customers quickly find value and success with your product or service.

So, dive in! Use our customer onboarding checklist templates to enhance your strategy, simplify your approach, and create delightful customer experiences from the first interaction.

What are customer onboarding templates?

Customer onboarding templates are essential tools for guiding new customers through the early stages of interacting with your product or service. These comprehensive frameworks typically include checklists, timelines, welcome packets, and instructional guides. 

They're crafted to provide clear, step-by-step instructions and information. This strategic approach ensures that every new customer feels welcomed, well-informed, and prepared to fully engage with what you offer, fostering a successful customer journey from the outset.

Why are customer onboarding templates so effective?

Customer onboarding is a critical element in cementing a long-lasting and rewarding relationship between your business and your customers. Here's why these templates are indispensable:

• Facilitates mutual understanding: Templates help set clear expectations and provide essential product or service information, fostering mutual understanding from the start. This clarity is key for both customers and stakeholders involved.

• Boosts customer satisfaction: A smooth onboarding process significantly enhances customer satisfaction, as clients feel supported and valued.

• Increases efficiency: Standardized templates streamline the onboarding process, saving invaluable time and resources for both your sales team and the customer, enhancing overall efficiency.

• Strengthens relationships: Effective onboarding is foundational to building stronger, more enduring customer relationships. It lays the groundwork for customer loyalty and advocacy, which is crucial for long-term customer retention.

Reaching the "Aha! Moment" quickly is crucial in customer onboarding. This is when customers truly grasp the value of your product. 

Achieving this requires:

• Clear product positioning: Clearly define your product's unique value. Consistent, straightforward messaging is essential to avoid confusion and set the stage for successful customer engagement.

• Tailored sign-up flows: Choose between a frictionless or friction-based sign-up process depending on your product's complexity. While ease is crucial, introducing some friction can benefit proper customer qualification.

• Effective onboarding strategies: With a solid foundation, implement comprehensive onboarding strategies to keep customers continuously engaged and well-informed.

Customer onboarding templates can be used as an effective arm in your customer onboarding strategies to streamline your customer experience and set the stage for a successful, long-lasting relationship with each new customer.

What are the different ways onboarding templates can be used?

Customer onboarding templates can be utilized in various stages to enhance user experience and engagement. Here’s how they work across different onboarding stages:

Primary user onboarding stage

Primary onboarding or minimum viable onboarding is crucial for leading users to their "Aha! Moment" where they recognize the value of your product. This stage is pivotal in determining whether customers will continue using your tool. Every interaction in this phase should add value. 

Key elements of the Primary Onboarding template include:

• Defining the activation point where users see the value in using your product.

• Adding a Call-to-Action (CTA) on the initial screen to encourage engagement.

• Building a welcome screen that identifies the user’s main job to be done (JTBD) and prompts action.

• Implementing a checklist with actions leading to the activation point.

• Creating interactive walkthroughs for key features.

• Incorporating gamification elements like progress bars, task completion markers, and celebration models.

• Setting up end-of-trial reminders and prompting users to upgrade.

• Scheduling an onboarding email series triggered by in-app activities or lack thereof.

Secondary user onboarding stage

After user activation, secondary onboarding focuses on turning active users into proficient customers by contextually introducing secondary or hidden features of your app. 

Steps for effective secondary onboarding include:

• Tracking product usage and user behavior for personalized experiences.

• Setting up goals and milestones for users.

• Using tooltips for secondary feature discovery.

• Implementing a secondary onboarding checklist.

• Introducing an in-app self-service resource center to minimize user friction.

• A/B testing various in-app prompts to encourage repeated usage of secondary features.

Tertiary user onboarding stage

Tertiary features are typically revealed after customers have engaged with your platform for some time. In this phase, users often experience a return on investment and become repeat purchasers. It’s an ideal time for upselling. 

The tertiary onboarding checklist includes:

• Conducting surveys to gather satisfaction data.

• Combining product usage data with feedback to create user segments.

• Using in-app modals for reviews and incentivizing if necessary.

• Employing tooltips and modals for contextual upsell prompts.

• Announcing new features to relevant user groups in-app using modals, banners, or tooltips.

• Implementing a loyalty program.

• Delivering personalized experiences, including in-app treats or external rewards and bonuses.

Each stage of customer onboarding uniquely enhances user experience, fosters long-term engagement, and drives customer loyalty. These templates are designed to streamline the process, ensuring a comprehensive and effective onboarding journey for your users.

11 customer onboarding templates for every stage of the journey

These templates offer guidance for each stage of customer onboarding. They are particularly helpful for SaaS customer onboarding processes. Feel free to customize them to fit your unique needs and processes.

1. Activation playbook customer onboarding template

An activation playbook strategically guides new users to engage with your core features. It details your goals, journey stages, and tactics for user milestone achievement.

Template Example:

Goal: [Define the key outcome]

Journey Stages Impacted: [List stages]

Tasks/Actions:

[Action 1]

[Action 2]

Entry point:

Exit point:

UI/UX needs: 

2. Minimum viable onboarding process template

This template outlines the essential steps new users should take to use the key features of your platform effectively.

Template Example:

Key Platform Features: [List features]

User Actions:

[Action 1]

[Action 2]

[Further steps to feature adoption]

Expected Outcome: [Define what users will achieve]

3. Template for welcoming new customers

Welcome new users and gather essential data to tailor their onboarding experience. This template combines a personalized greeting with actionable steps.

Template Example:

Welcome [User’s Name]! [Personalized greeting with image/video]

To help us serve you better, please complete this micro survey: [Link to Survey]

Next Steps: [Clear CTA for user guidance]

4. Onboarding checklists template for new users

Checklists help users track and complete essential onboarding steps, enhancing their experience and engagement.

Template Example:

Welcome to [Your Product]! To get started, complete these key steps:

[Key Action 1]

[Key Action 2]

[Progress Bar Indicator]

Remember, every step brings you closer to unlocking the full potential of our platform!

5. Onboarding gamification template

Incorporate gamification to make the onboarding process engaging and rewarding for users as they achieve milestones.

Template Example:

Congratulations [User’s Name] on creating your first [Task/Feature]! 

Keep exploring and unlock more achievements:

[Next Milestone]

[Encouragement and motivational note]

6. Onboarding email sequence template

Use onboarding emails to provide context and motivate users to start their journey with your product. Keep them concise with a clear CTA.

Template Example:

Welcome to [Your Product], [User’s Name]!

Get started by [First Action Step].

[Short description of the product feature or value]

Commonly used features: [Include List and quick description]

Your next step: [Clear and direct CTA]

We’re here to help you every step of the way!

7. Onboarding survey template to understand customer satisfaction

Gather crucial insights on customer satisfaction and areas for improvement with an onboarding survey. Trigger these surveys at key moments in the customer journey.

Template Example:

Thanks for reaching [Milestone] with [Your Product]! Your feedback is valuable.

Rate your experience so far: [Rating Scale]

What’s the reason for your rating? [Open Text Field]

How can we improve your experience? [Open Text Field]

Your insights help us serve you better.

8. Good customer onboarding process for upgrades

Timing is everything for effective upsells. Introduce upgrades when users are engaged in activities that would benefit from additional features. Your prompt has to be strategic and contextual—otherwise, users won’t respond positively.

Template Example:

Notice you’re getting the most out of [Feature]. 

Have you considered [Upgrade]? It’s designed to enhance your experience with [Specific Benefits].

[Strategic CTA for Upgrade]

9. New feature announcement customer onboarding template

Announce new features effectively to encourage discovery and usage. This can be done through in-app notifications or emails.

Template Example:

Exciting Update! [Your Product] now has [New Feature].

Discover how [New Feature] adds value to your workflow:

[Brief Explanation of the Feature]

[Actionable CTA to Try the Feature]

10. Free trial email template to drive conversions

Craft strategic free trial emails to encourage users to upgrade. Time these emails to align with user activity during the trial.

Template Example:

Hi [User’s Name],

Noticed you haven’t been around since your first login. Everything alright?

[Helpful Links to Get Started]

Don’t forget, your free trial ends in [Remaining Days]. Upgrade now to keep enjoying [Your Product].

[CTA to Upgrade]

11. Offboarding cancelation flow template to reduce customer churn

Implement a structured offboarding cancellation flow to understand churn reasons and offer alternatives.

Template Example:

We’re sorry to see you go. Could you share why you’re leaving [Your Product]?

[Multiple Choice Survey for Churn Reasons]

Before you go, did you know [Alternative Solution Based on Survey Response]?

[CTA for Alternative Solutions]

Tips for successful customer onboarding

Ensuring your customer onboarding process is impactful and efficient is key to establishing a solid foundation for ongoing customer relationships. Here are essential tips for successful onboarding:

• Kick off with a memorable first impression: Your initial interaction is pivotal in shaping the entire customer relationship. Make your welcome call, email, or message warm and, inviting and packed with useful information. Personalize this first touchpoint to show the customer they are valued and recognized, setting a positive tone from the outset.

• Strategically map out key touchpoints: Carefully identify and enhance critical touchpoints in the customer journey. These moments reinforce your product's value and deepen the relationship. Continuously refine these touchpoints, incorporating customer feedback and adapting to their changing needs.

• Maintain consistent check-ins: Regularly schedule check-ins with your customers, especially first-time users, to assess their experience and proactively address any issues. This not only shows your dedication to their success but also helps in gathering insights for future improvements. Focus on maintaining responsive times to customer inquiries and concerns during these check-ins.

• Leverage a comprehensive onboarding plan: Develop a clear, concise onboarding plan that effectively guides customers through their initial journey with your product. This should include a mix of emails, tutorials, and direct contact. Integrate milestones within your CRM to track customer progress and celebrate their achievements, reinforcing a sense of accomplishment and satisfaction.

• Focus on customer success with tailored support: Your onboarding process should be aligned with achieving customer success. Every interaction and resource provided should aim to help customers meet their specific goals and challenges. Offer support and resources that cater to varied use cases and needs, ensuring a smooth transition for first-time users and integrating necessary tools and metrics for ongoing support.

Customer onboarding checklist

Kick-start your client relationships with our dynamic customer onboarding checklist, perfectly paired with our adaptable customer onboarding templates. This duo is designed to streamline your onboarding process, ensuring every new customer immediately feels at home with your services or products.

Here’s a templated checklist for you to download and use:

Effortless sign-up:

• Craft a user-friendly sign-up form—keep it short and sweet.

• Collect just the essentials—make the first step a breeze.

Notifications, tailored just for them:

• Personalize alerts based on user activity—make every message count.

• Leverage customer data for communications that hit the mark every time.

Embrace smart automation:

• Integrate automation wisely to keep the onboarding smooth.

• Implement auto-responses for frequent queries—speed up, smart up.

Trustworthy verification:

• Introduce a simple yet secure customer verification step.

• Balance safety with simplicity—quick verification, lasting trust.

Warm welcomes and clear communications:

• Create welcoming email templates that resonate and inform.

• Ensure transactional emails are crisp, clear, and helpful.

Engaging tours and walkthroughs:

• Plan interactive product tours—let them dive right in.

• Offer walkthroughs to illuminate key features and tools.

Personally connect with welcome and follow-up communication:

• Initiate a warm welcome email, text, or even call—make a personal connection.

• Schedule follow-up communications to iron out any creases and listen in.

Self-help resources at their fingertips:

• Develop a comprehensive knowledge base and user-friendly tutorials.

• Empower your customers with information that's easy to digest.

Customer support that shines:

• Offer a suite of support options—chat, email, and phone.

• Train your team to be not just responsive but genuinely caring.

This checklist and our versatile onboarding templates lay the foundation for an engaging, efficient, and customer-centric onboarding journey. Tailor it to fit your unique business landscape, and let your customers embark on a smooth, informative, and memorable journey. 

Download the checklist today and transform how you welcome your new clients!

Streamline your customer onboarding with Freshworks

In today's competitive landscape, an efficient and effective customer onboarding process is necessary. Freshsales understands this need and offers solutions that streamline your onboarding efforts, ensuring a smooth, memorable start for your customers. 

Freshdesk Omni of customer onboarding templates and additional features is designed to cater to various business needs, making your onboarding process seamless and impactful.

With advanced features from Freshsales, you can:

• 360-degree customer view: Gain comprehensive insights into each customer's profile and interactions, enabling personalized onboarding experiences.

• Automated workflows: Simplify the onboarding process with automation that efficiently guides new customers through each step.

• Omnichannel communication: Connect with customers through their preferred channels, be it email, chat, phone, or SMS, ensuring seamless interactions during the onboarding phase.

• Customizable templates: Utilize tailored templates for emails and notifications, making each customer's welcome feel personal and engaging.

• Sales Intelligence: Leverage AI-powered insights to understand customer needs better and tailor the onboarding process to match their expectations.

Integrating Freshsales into your customer onboarding strategy streamlines the process and ensures a memorable and personalized experience for every new customer. Discover the difference with Freshsales and transform your approach to customer onboarding.