How do I deliver training or onboarding content to customers?
Short answer
Build a short sequence of onboarding messages that sends automatically after purchase, each with one piece of content and one action. Keep it text and video, not long documents, and place it where the customer already checks their messages.
Before you start
- A defined list of what a new customer needs to know.
- Short video or written content ready to send.
- An automated messaging workflow.
- A trigger point, such as job completion or purchase.
Step by step
- 1
List what actually needs teaching
Write down the five questions every new customer asks in the first month.
Training that answers real questions gets watched; generic content does not.
- 2
Break it into short steps
One idea and one action per message, not a single long guide.
Long documents get saved for later and later never comes.
- 3
Trigger it off a real event
Start the sequence at purchase, install, or job completion.
Onboarding sent at the wrong moment feels irrelevant.
- 4
Use text and video over documents
Send short messages and video links rather than PDFs.
Customers act on what they can watch or read in under a minute.
- 5
Space the messages out
Spread the sequence over one to two weeks instead of one day.
Spacing gives each idea room to be used before the next arrives.
- 6
Add a check-in message
Ask directly whether the customer has what they need partway through.
A real question catches problems before they turn into complaints.
- 7
Track who opens and clicks
Watch engagement on each step and flag customers who go quiet.
Silent customers are the ones most likely to churn or leave a bad review.
What good looks like
- New customers get consistent guidance without manual effort.
- Support questions drop for the topics covered.
- Engagement data flags customers who need a personal follow-up.
- The onboarding experience feels the same for every customer.
Common mistakes
The ways this goes wrong in money, and what to do instead.
One long welcome document›
Customers skim it once and never open it again.
Do this instead: Split the content into a short automated sequence delivered over time.
Sending everything on day one›
The customer is overwhelmed and ignores the whole sequence.
Do this instead: Space messages across one to two weeks so each one gets used.
No way to measure engagement›
You have no idea who actually read or watched anything.
Do this instead: Track opens and clicks on each step and follow up with anyone who goes quiet.
Content that never gets updated›
Instructions reference a process or price that no longer applies.
Do this instead: Review and refresh onboarding content on a fixed quarterly schedule.
Frequently asked
5 questions about deliver training or onboarding content to customersRelated guides
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