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Customer onboarding is a process by which an organization welcomes new customers and helps them understand the product better. This is a nurturing process that welcomes new customers by addressing their queries and getting them closer to the brand.
During this process, an organization sends a lot of emails to the customers. In this article, you’ll know some of the customer onboarding email templates you can follow in your organization for similar situations.
20 Customer onboarding email templates and examples
From welcome emails to educational content, use these examples to create personalized, engaging and effective onboarding campaigns that keep your customers coming back for more.
1. Welcome email
This is the first email sent to customers to welcome them to your brand. The email has to be interactive and make the customer happy about their choice.
In this email, it is important to mention how glad you are to have them onboard.
Provide them with information on whom to reach out to in case of any doubts.
Here’s a sample template you could follow:
As a Senior Executive of (your company name), I take great pleasure in welcoming you to our family. You will be happy about your choice since we at (company name) always strive to provide the best to our clients.
If you have any questions, you could reach out to (member contact info) for assistance. I sincerely hope you enjoy our service.
Below is the sample email template by Sendinblue, where a personalized approach has been followed. This helps in maintaining a close rapport with the customer.
2. Thank you mail
A thank you mail is sent to a customer to let them know that you appreciate their association with your brand.
Customers are very glad about this approach since it is personalized and show that you value every customer equally.
A sample thank you email template:
At the outset, I would like to extend my thanks for your decision to be associated with us. We value your association and will work to provide the best to you.
Meanwhile, you could follow this link (add link) to complete your account details. In case you need further assistance, we are always ready to help. Reach out to us at (contact info).
Below is an example of a thank you email from Zolasuite. Along with the email, an account activation link is also sent to the customer.
3. Product tip email
Once the customers are ready with their profiles, they may need assistance to start using the product. In such cases, a product tip email would be of great help. Being with the customer at every step keeps them more engaged with the brand.
This is a sample template you could use to provide product tip:
We hope you are having a great time at (brand name). In continuation of your recent purchase, we are happy to help you with product usage. Please follow the set-up instructions in our video tutorial (provide link to tutorial).
We have also updated our product page with all relevant information. For any further queries, please feel free to contact (contact info).
In the below example from Printful, you can see that more information about the product is provided in the email. This facilitates the customer by providing more information.
4. Notification of free trial
Whenever you identify a prospective customer with interest in your brand, you must be proactive to bring them to convert and buy from you. This can be done by offering free trials.
By offering a free trial, you create trust in the prospect.
The prospects can have hands-on experience with your product with a free trial.
You could follow this example:
Welcome to (brand name). We are happy to share with you that your 30-day free trial has been activated. Our support team (contact info) is working around the clock in case you have any concerns.
Have a great time exploring our product. Please have a look at our plans you can choose post the trial (link to plans).
This is an example of a free trial intimation from Unbounce.
5. Call to action email
This is typically sent 2–3 days prior to the free trial expiry. With a CTA in the email, you remind them about the end of the trial and the need to purchase a subscription.
This is a typical example of call to action email:
30 days were so quick! We understand that you are happy with our product from your feedback.
We just wanted to give you a heads up that tomorrow would be the last day of your free trial. You will lose access to all premium features without an upgrade to our premium plan.
Please have a look at our paid plans (provide link) to continue using (product name) without any interruption.
In the below example, it is an email that reminds the customer of the trial expiry. By providing a testimonial from another business owner, it creates an interest in the prospect to continue with the brand. A concessional rate is also mentioned to make the offer more enticing.
6. Reminder email for profile completion
Some prospects leave in the middle of profile completion. This may be due to apprehensions in continuing with the brand.
You should approach the prospect at the right time and create interest to continue with sign-up so as to enjoy the free trial.
You could use this template for your email:
We noticed that your trial period is starting today and you haven’t completed your profile as yet. We assure you it isn’t going to take much time.
A completed profile will help you with personalized recommendations.
In the below example, a reminder is sent to continue with the free trial. It mentions the steps to be taken to continue with profile completion.
7. Extension of the trial notification email
This email is one last opportunity for the customers before they complete the trial or immediately after the trial is over. With a little personalization, this extension email can pull the customers back to your brand.
The below is a sample template for you to check out:
You still have time!
We are launching a one-time offer only for select customers like you. Upgrade to our premium plan now and enjoy the reduced subscription rates.
For more details, refer (provide link).
In this example, the brand offers a 50% discount for an extension of the subscription even though the prospect failed to act immediately before the trial expiry. This email can build trust in the customer and make them inclined to the brand.
8. Demo call email
A demo call email is to familiarize the customer with the product/service once they complete the purchase. This email brings the customers close to the brand.
The demo call email needs to be interactive and personalized.
Here is a sample:
Thank you for your purchase at (brand name). We have a live demo scheduled for the new users. Just follow the link (provide link) and pick a suitable time slot to book a demo.
We will be happy to take you through the working of our product.
The following is an excellent example of a demo call email. Here, a walkthrough with a live agent is offered, which can make the customer comfortable with using the product.
9. Invitation to webinar
Live webinars provides more opportunities for customers to learn about your product. Also considered one of the effective onboarding methods, the webinar is the time to build a better rapport with the customer.
We have this sample template for you:
We are happy to invite you to our webinar scheduled for (date and timing). Our product executive (name) will be presenting the unique aspects of our product and how it has helped our customers improve productivity.
Please visit the link (provide link) to confirm your presence.
The example below is an invitation to a webinar that mentions the aspects to be covered, the time and date, and the speaker in the webinar.
10. Resource video intimation email
A new customer may need more information about your product and business. In such cases, an email with a link to resources would be of great help.
The below is a template that you could use:
Happy to have you onboard! We have a curated list of articles to help our customers during their onboarding. Here is the link to our resources section ( provide link).
Do get in touch with (contact person info) for any further assistance.
Here we see that the link to various resources is sent through email to a customer.
11. Case study email
Success stories from other customers provide an opportunity for your prospects to learn more about your brand.
It helps to develop trust. You can send emails with links to case studies so that the prospect knows how your company can help.
This template can help you send an email quickly:
Hope you are having a great time at (brand name). We thought you would find it interesting to know how (customer brand name) improved conversion rates with our tools.
We have a list of success stories here ( provide link).
Looking forward to a great association with you.
This is an example from Lime.
12. Follow-up email
This kind of email is typically sent after the expiry of a free trial. You have no response to your reminder emails from the customer, and follow-up is the last resort.
Since the prospect has not shown any interest, it is just an email to let them know that the trial is no longer valid. A last chance is given for renewal.
You could use the below template for your follow-up emails:
Do you have any updates for us?
You must be aware that your free trial has ended, but we still have your account saved with us.
If you wish to continue with us (we sincerely hope you will), please click here ( provide link) and renew your subscription.
We wish to see you grow with us.
13. Offer for product upgrade email
In this email, you attract your customers during the trial period itself for an upgrade to a better plan at a discounted rate.
Potential customers who are satisfied with your product are more likely to go for the offer since the rates are lesser now.
Please find a sample template attached here:
We hope you are happy with our (product name). We have happy news for select customers like you.
Here is a chance to upgrade your plan at a discount of (mention percentage), and guess what? You don’t have to pay for it until your trial expires.
The link to subscribe to the offer is here (provide link).
Below is an example from FreshBooks that mentions a 60% discount for upgrades. It also gives an insight into the special features available.
14. Mail to check on prospects who did not convert
Sometimes, prospects may drop out after the trial is over. It is essential to find out reasons for their actions, as it serves as good feedback.
A reply to this email will let you know of any corrective actions to be taken.
A sample template has been attached for your reference:
Are you still thinking?
We see that you haven’t upgraded your plan after your free trial. Could you take a moment to let us know what is holding you back?
We are open to feedback and ready to improve upon your suggestions.
Below is a simple email from Instapage asking for reasons for discontinuing after the free trial. There is also a link for the survey that provides various options to the prospect for feedback.
15. An email with a link to FAQs
Many times, a prospect may have unanswered questions in mind. This may create hesitation, and the onboarding process may not be successful.
To help your customers, you could send an email with the link to the FAQ section on your website. This will help clear all of their doubts.
You could use this template attached below:
We are happy to share with you a compilation of frequently asked questions that can clear most of your concerns.
You are most welcome to contact (support info) for any further clarifications.
The below example shows how the brand has sent the link to the FAQ section to the customer. It has answers to the most commonly asked questions of customers.
16. Sales-touch emails
These emails are sent soon after the customer completes registration. It is a personalized email to engage with the customers.
With a personal touch email, you can collect a lot of information about the customer.
Here is a sample template you could use:
As a Senior Sales Manager ( brand name), I’m glad to welcome you to our brand. We value your association and strive to offer the best service as always.
At the outset, we would like to know from you the reasons behind choosing our brand. This will help us know you more to serve better.
Do fill up this form ( link to form) to let us know what you liked most at (brand name).
This sales-touch email from Groove, given below, attempts to find the reasons for customers signing up with the brand.
It also has a link to a video guide so that the customer can know better about the brand.
17. Win-back emails
Sometimes, customers are unresponsive after signing up. You should know what prevents them from continuing. Win-back emails target this aspect.
A win-back email should have a smart approach to get the customers back to your brand. This can be done by portraying the product as more powerful than before.
Here is a sample you could use:
Hope you are doing great! We haven’t seen you for a while.
We thought you would be glad to note that we have upgraded our existing version to save 15% more time. Hit this button (provide link in button) to try it now.
If you have any questions, let us know at (contact info).
The below email, for example, does exactly the same. Here, the brand is concerned about the customer’s disappearance. It also mentions that the speed has increased, tempting the customer to give it a try again.
18. Post-trial survey email
Approach your customers through email to know what they feel about your product after using it during the trial period.
The link will take them to the survey, where they can drop their honest opinion about your product. This approach will showcase more credibility of your brand.
The below is a sample template you could use for your brand:
We are glad to inform you that you have successfully completed your free trial. We want to hear what you feel about our product after your 30-day usage.
All you need to do is just answer a few questions in our survey (provide link). Connect with us at (email address) for more interaction.
The below example is a simple email from Zapier that requests the customer to take a survey to know more about their experience with the product.
19. Review emails
Requesting reviews through emails is also a part of the customer onboarding process. When the customers are happy with your product, their reviews go a long way in influencing the decisions of other prospective buyers.
The customers are also rewarded in return for giving their reviews. This benefits both the customer and the company.
An example of a sample template for review email:
We are happy to announce our annual review contest. Just fill out this form (provide link) and be a part of this contest to win exciting prizes.
Give your reviews here ( link to review page). The more you write, the more chances for winning!
Refer to the below email example that shows how a customer is rewarded for a review about the brand.
20. Referral emails
It is a great idea to leverage customer satisfaction through referral programs. It is ideal to send a referral email to the customer, preferably after a month of their engagement with your brand.
Referrals are a win-win for both the business and the customers.
You could use the below template for your referral emails:
Do you know that you can earn great discounts with our referral program? Sign up here (provide link) if you have not joined yet.
You could get (mention percentage) off on your next upgrade for anyone you refer to (your brand name).
This email template below is a simple and straightforward representation of a referral email from Signaturely. This can attract your customers and make them your brand ambassadors.
Onboarding is an excellent time to bond well with your customers. Create the best impression with captivating emails during this process.
We hope the above set of templates is a good guide for you to use the same in your organization. Make sure you develop deep connectionswith customers so that you build long-term relationships.