Customer onboarding is one of the most critical touchpoints for any SaaS business. Giving your customers all the tools, resources, and knowledge they need to succeed with your product or service is the best way to ensure they stick around and become long-term customers. Many businesses, however, mistakenly stop their onboarding efforts too soon (often after sending a single onboarding welcome email.) While welcome emails can make a great first impression, they don’t ensure customer success or retain customers.
Developing and implementing well-thought onboarding emails will result in increased engagement, enhanced customer experience, higher retention rates, better customer lifetime value, and greater revenue. In fact, on average, sending multiple onboarding emails has been known to yield 51% more revenue than a single welcome email.
An effective SaaS onboarding email sequence should include a series of emails providing new customers with a variety of helpful information – tutorials, video guides, product usage tips, best practices, case studies – or anything else that can educate customers and help them get the maximum value from your product or service. Below are 8 product onboarding email templates you can use in your own client onboarding email series that go beyond simply welcoming your new customers.
Hopefully, you’ve had a chance to [complete setting up your account/ navigate around, etc.].
Over the next couple of weeks, we’ll be sending you a few more emails to help you get the most out of [Product/ service]. We’ll be sharing helpful tips, checking in with you, and showing you how some of our customers use [Product/ service] to [achieve specific goals].
For now, here are our best resources that might help you get started:
Step-by-Step [Product/ service] Guide
Knowledge Base & Video Tutorials
Frequently Asked Questions
If you have any questions, problems, or concerns – please feel free to reach out and ask before getting frustrated.
We built [Product/ service] to help businesses [overcome certain pain points/ reach specific goals] and I hope that we can achieve that for you.
Here are some of the most important first steps I recommend taking to get started with [Product/ service]:
Step 1: [details]
Step 2: [details]
Step 3: [details]
Step 4: [details]
We also put together a short video for you to learn the ins and outs of [Product/ service]. You can check it out here: The Complete [Product/ service] Guide (in less than 10 minutes)
If you have any questions or hit any bumps in the road, please reply to this email, start a chat with our support team or visit our Help Center – we’re here for you 24/7.
Glad to see that you’re up and running with [Product/ service]!
In the next few emails, I’ll be sending you some tips to help you leverage the power of [Product/ service]. [Using top features, setting up automation, managing third-party integrations, etc.] – I’ll walk you through all that and more. Keep an eye on your inbox so you don’t miss a thing!
To get started, here’s a quick heads up on the three things that will save you a bunch of time in the long run:
Pro Tip 1: [details]
Pro Tip 2: [details]
Pro Tip 3: [details]
P.S. In the next email I’m going to show you how to [use a certain feature to reach a specific goal].
If you ever have any questions, I’m here to help – just hit reply.
Until next time,
As a new user, you’re now able to [use advanced product features to reach specific goals].
I want to help you get started by offering you a free one on one walkthrough of [Product/ service].
People in the past have found these sessions to prove both useful and helpful in highlighting the key features of [Product/ service] and also managed to gain some tips and tricks along the way. These walkthroughs usually last between 20-30 minutes, with plenty of time for questions.
To book an appointment, please click here and choose the most suitable time for you. Alternatively, let me know what time works for you.
Once again, thank you for choosing [Product/ service].
Many people using [Product/service] for the first time are overwhelmed by its potential, but they aren’t immediately sure of how it can help them [achieve specific goals].
That’s why today I want to share a quick video that tells the story of [Other customer’s name], [Job role] at [Company]. He shares a behind-the-scenes look at exactly how he uses [Product/ service] to [reach desired goals].
I think it’ll give you some cool ideas for how you can get the most out of your new [Product/ service].
Watch the Video Here
Hopefully, you‘ve been rocking it with [Product/ service] so far. And who knows, maybe you’ll be our next success story!
Have you ever downloaded a free eBook?
Of course, you have! Who hasn’t? But have you ever actually read an eBook that you downloaded?
If you’re like most busy [marketers/ salespeople/ business owners, etc.], the answer is a resounding no! Why? Because most eBooks are too long, too boring, and offer little if any value.
Fortunately, our eBooks are not like that. Today I’d like to share with you one of the most popular resources we’ve ever put out: [Name of the eBook].
It’s packed with actionable tips and tricks for getting the most out of your [marketing/ sales, etc.] strategies that you can apply today. The best part? We’ve written it so you can easily read it on your lunch break and take action immediately after returning to your desk.
Download Your Free eBook Now
[Product] is the [engine/ platform/ tool] that helps you [listing key benefits of your product or service]. We’re also here to provide tons of great resources to set you up for success, starting now.
Join us for a webinar, “Getting Started with [Product]”. A Customer Success Coach will guide you through [Product] to ensure you get the most value, as soon as possible.
We also have a variety of [lessons/ tutorials/ guides] to teach you how to use [Product’s features] at your own pace and can be viewed at any time.
If you’re like most [marketers/ sales managers/ e-tailers, etc.], you’re focused on [performing specific actions to reach specific goals]. The truth is, it isn’t easy, and it isn’t always quick. But it is possible when you have the right strategies in place.
Today I want to tell you about a free live training I’m hosting:
Link to a Free Live Training Registration
In it, I’ll discuss how some of our customers like [Customer 1, Customer 2, and Customer 3] are using [Product/ service] to [achieve specific goals]. You’ll gain insights and actionable practices from industry leaders that you can put into action right away.
I would LOVE for you to attend. Even if you can’t join live, register now and I’ll send you the recorded webcast that you can watch at your convenience.
SaaS stands for Software as a Service. SaaS is a software product that is delivered over the Internet. The SaaS provider hosts the application on their servers.
The most successful SaaS onboarding emails are between 6 to 12 sentences.
Some examples of SaaS include Mailchimp, Slack, LiveAgent, and Salesforce.
We appreciate your recent sign up for a LiveAgent.
A message will be sent to your email address containing login details, right after your account is installed.
If you wait for a while, after installation is complete you will be able to access your account directly from here.
After the process is over, we will send the login details to your mailbox.