What is Customer Onboarding

Customer Onboarding involves using digital communications to welcome new customers and follow-up on purchases from existing customers to encourage loyalty and advocacy.

onboarding graphic

Online customer onboarding is about developing brand loyalty and advocacy. Before you can achieve this you have to deliver a good impression and develop the feeling for the brand.

Since onboarding communications are the first a new customer will receive these are particularly important to set the right tone and give a good first time impression.


The best form of customer onboarding will vary a lot between the type of business and the products and services it offers, but it will always involve informing the customer and proving them with the information they need to use your product as effectively as possible. Sending triggered emails can often be an effective way of doing this, so our email welcome guide is a good resource to use if you want to set up an email welcome campaign or optimise your existing one.