onboarding emails

6 Tactics for Incredible Customer Onboarding Emails

Latest posts by Olga Mykhoparkina (see all)

Onboarding emails are one of the first things a new user sees when they sign up for a service. To some, they’re helpful, while others see them as a nuisance — like instant spam mail. That being said, user reception is typically based on how good the onboarding email is.

In this article, we’ll teach you about the importance of such emails and how you can improve them.

Why onboarding emails are important

You might be wondering why so much thought is put into an email that customers will only look at once, then move into their trash folder. Well, it can make a big difference in customer retention for your startup.

This is your sole opportunity to get a customer locked into your service, by reassuring them that they made the right choice in signing up, walking them through any next steps they may need to complete.

A poorly constructed onboarding email can lead you to lose users who would’ve otherwise stuck around. Today, we’re going to go over some of the tactics and practices to keep in mind when writing your next onboarding email.

Highlight the value your product provides

The first thing that any onboarding email should do is highlight the value that your product or service provides. This doesn’t necessarily mean features; we want you to talk about the actual value that you bring to your customer. 

Let’s compare the difference:


  • Invoicing
  • Time tracking
  • Task management


  • Easy-to-use invoicing functionality that saves you time on payday.
  • Time-tracking feature helps you see how many billable hours each team member has accumulated throughout the month.
  • Task manager ties in with the invoicing and time-tracking systems to make it easy to assign projects and pay for them once they’re done.

When detailing your services with a value-over-features tone, you’re sharing how your product makes customers’ lives easier, and helps ensure that your newly-acquired customer sticks around long-term.

Attach informational resources

Providing value goes beyond reminding new users of how each feature of your product or service makes their lives easier. Attaching resources that they may find educational or useful can also keep them engaged and ensure that they stay on your mailing list.

There are many things that you can include in your onboarding email. For one, you could embed links to various guides and articles on your company blog. In addition to increasing the value of your onboarding email, you’ll also drive more traffic to the website itself, turning this tactic into a double-win.

Lastly, adding a link to your FAQ page and YouTube tutorials (assuming you have a channel set up) will reduce the learning curve for new users and may even get you more subscribers in the process.

Include customer service

Speaking of learning curves, you can nip most problems in the bud by giving new users easy access to your customer service department. Contact should be clearly displayed in your onboarding email, along with a link to your live chat — if you have one, that is.

We highly recommend that you implement a live chat feature on your website, since statistics show that this form of communication has a 29 percent higher satisfaction rate than phone support.

Stay concise

Another thing to keep in mind when writing your onboarding emails the importance of remaining concise. If your onboarding emails are too long, then the recipient will most likely just skim through it and miss important details.

Try to stick to a range of 50 to 150 words. Any longer and your new users won’t read all the way through. Make use of bullet points and headlines to keep your email brief without sacrificing comprehensiveness.

Use a single CTA

Analysis paralysis isn’t just a catchy rhyme, it’s a real effect that can be observed in various situations across all industries. When the human brain is faced with too many decisions, it deems the choice too resource-intensive and thus puts it off for a later time.

If you bombard your new users with multiple CTAs, they’ll click off your onboarding email and forget to revisit it in the future due to the surprisingly short attention span that plagues our species.

Less is more in this case, since you’ll immediately raise your conversion rate by focusing on a single CTA. Once you’ve locked your user in, you can make use of future emails to compel them to perform other actions, but keeping things narrow initially is the safest bet.

Sign Up: Receive the StartupNation newsletter!

Send at the right time

The last thing that you should pay attention to is the timing of your email. Sending the onboarding email too early or too late into the day can decrease open rates.

Studies show that 2 p.m. to 3 p.m. CST (or 3 p.m. to 4 p.m. EST) is one of the best times to send out emails to your users. Your onboarding email is bound to be read promptly if you send them during this window.


As you can see, onboarding emails are your chance to get your foot in the door with new prospects and turn them into loyal customers, when you use the six tactics we covered above.

That’s all for now, and happy emailing!

Previous Article

6 Tips for E-Commerce Entrepreneurs Who (Eventually) Want to Cash Out

Next Article
grants niche women

4 Small Business Grants for Women with Niche Startups

Related Posts
top Detroit startups
Read More

Top Detroit Startups and Tech Companies to Watch in 2022

Michigan is now the state with the highest growth in VC investment. Now many Detroit startups are on the fast track to growth. Whether it’s new funding, expansions or IPOs, it’s been an eventful year in Detroit startups. Next year is looking even better. Here are the top Detroit startups and tech companies to watch in...
Read More

The Impact of SSL and HTTPS on a Website’s SEO

In today's time, maintaining the security of your website is one of the most important ways to boost SEO and conversions. This also comes after Google announced its intentions to build a more secure internet platform for users. To stay on top of Google's list and rank high, marketers need to ensure that their site...
customer feedback
Read More

Are You Making these 3 Customer Feedback Mistakes?

Most businesses are aware that consumer feedback is essential. Good customer feedback is crucial for the success of any business; however, negative reviews can ruin your company. When correctly done, getting feedback from your consumers can substantially help your business. Besides, how else will you understand what your consumers are thinking if you’re not asking?...
importance of SEO
Read More

The Importance Of SEO In Digital Marketing

Here's a redundant, yet powerful fact: Your customers search online before making any purchase decisions. Whether it's a question, a product comparison, reviews about something specific or to test the market to see what all is available, customers turn to search engines for information and product awareness. Therefore, as a digital marketer or an entrepreneur,...