What is customer onboarding?

Customer onboarding is the process of welcoming new customers and educating them about a product, aiming to reduce anxiety and provide value. It typically includes steps such as sending welcome messages, conducting signup surveys, offering product tours, habit-forming messaging, inviting others, milestone messaging, and follow-up as needed. This process is crucial in setting the tone for the customer relationship, making a first great impression, and proving that the investment was worth it. A reliable guidebook-like approach to onboarding provides customers with necessary information to get started, enhancing the customer experience throughout their journey.