A customer onboarding video is video that helps your new customers learn how to start using your product or service. For large enterprise customers, onboarding videos can be tailor made to their specific needs. For smaller customers, videos can be standardised and reused. Customer onboarding videos work best as part of a series, where new customers can watch them in their own time as they get more familiar with your product. Customer onboarding videos should compliment your onboarding process.

Step 1: Record

From the Tella recorder choose what you want to capture. You can record your camera, screen, or present slides. Recording your camera or presenting slides is great for an initial welcome video. Record your screen is best for showing customers how to do something in your product. When you’re ready, press “Start recording”.

Step 2: Customise

Once you’ve recorded your clips you can customise and edit them. Trim clips so that they start and end where you want. Choose a custom background that matches your brand. Or upload your own background that includes your logo. For bespoke onboarding videos, go the extra mile and include your customer’s logo too.

Step 3: Share or Download

When you’re done editing, press “Finish”. To share your video as part of a standard onboarding email sequence, paste the video’s thumbnail and link into your email campaign. For bespoke onboarding videos share the video’s link over email, or embed it into your onboarding docs or project management software.

What does it mean to onboard a client?

To onboard a client means they have completed any initial setup or implementation, become familiar with your product, and are ready to use it. This process might involve training sessions, watching tutorials, and regular check-ins for additional support. Celebrate onboarding milestones with your customer to reinforce the progress they make.

Who is responsible for customer onboarding?

Typically customer onboarding is the responsibility of customer success teams. In smaller organisations, without a dedicated customer success team the responsibility might be shared between support, sales, and product teams. Generally it's individuals or team who have the most direct relationship with the customer and a good understanding of the product.

Why is customer onboarding important?

Good customer onboarding is like making a good first impression when meeting someone new — it helps the relationship get off to a good start. When you onboard a customer well, you help them get more value out of your product, and you help them get that value faster than otherwise. Across your customer base this can create higher customer lifetime value (LTV) and prevent churn.