Customer Onboarding Documentation with Live Examples - Best Practices in 2023

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Tanya A Mishra
on July 13, 2023 · · filed under Product Documentation Documentation Portals Technical Writing

Effective customer onboarding documentation plays a crucial role in ensuring customer success. Businesses frequently need help with the onboarding system, including miscommunication, confusion, and delays. However, nicely crafted documentation can help triumph over these boundaries and streamline onboarding. In 2023, staying updated with satisfactory practices in customer onboarding documentation will be vital to meet the evolving desires of clients.

This blog post will delve into the significance of consumer onboarding documentation, explore the challenges companies face, and offer examples of exceptional practices to facilitate a continuing onboarding method. By adopting those practices, agencies can enhance customer loyalty and accelerate their path to success.

Key Elements of Customer Onboarding Documentation

Regarding customer onboarding documentation, essential and critical components must be covered to ensure a smooth and successful onboarding procedure.

  • Clear and Concise Instructions: They are crucial in guiding customers through the various steps of starting. By providing step-by-step instructions, businesses can remove confusion and empower customers to efficiently and efficiently utilize their services or products.

  • Troubleshooting guides: These are another vital detail of onboarding documentation. They assist customers in conquering common challenges, demanding situations, or technical troubles they'll encounter. By providing troubleshooting answers in advance, companies can reduce frustration and enable customers to solve issues independently.

  • FAQs (Frequently Asked Questions): These are beneficial in addressing invaluable queries that arise during onboarding. Companies can proactively address capacity roadblocks and expedite onboarding by anticipating consumer issues and providing comprehensive answers.

  • Incorporating visible aids is also critical for robust onboarding documentation. Visual factors like tables, graphs, statistics, and snapshots can enhance knowledge and retention of information. Visuals smash down complicated ideas into digestible portions, making the documentation more attractive and user-friendly.

  • In-app Assistance Interfaces: An increasingly popular method. These provide contextual steering and support at once in the software interface, preventing users from navigating away to locate statistics. In-app assistance interfaces offer real-time help, reducing friction and enhancing the general onboarding experience.

Furthermore, integrating no-code solutions for product tours can notably improve onboarding. These interactive excursions allow customers to explore the product's functions and functionalities hands-on, leading to better comprehension and faster adoption.

By incorporating those key elements into customer onboarding documentation, companies can make sure that customers have access to the facts they need in a layout that is clear, engaging, and effortlessly accessible. This results in a smoother onboarding procedure, high consumer satisfaction, and a higher likelihood of long-term customer fulfillment.

Where to Include Tables, Stats, and Photos

Strategic placement of tables, statistics, and images inside customer onboarding documentation can substantially enhance knowledge and engagement. Here are a few recommendations on how to include these visual factors efficiently.

  • Product Comparisons: When introducing a couple of products or plan options, tables may be used to evaluate functions, pricing, and other applicable information. Placing a desk early in the documentation helps clients make informed selections based on their unique needs.

  • Feature Highlights: Highlighting essential functions and their advantages is vital for clients to understand the price proposition of the products or services. Utilise visual elements like bullet points or icons to draw attention to critical functions and accompany them with concise descriptions.

  • Data-Driven Illustrations: Stats and data-driven visuals are powerful for showcasing the impact or achievement of the product. For example, graphs or charts can demonstrate user growth, customer satisfaction ratings, or performance metrics. Place these visuals strategically within the documentation to provide evidence of the product's effectiveness.

  • Step-by-Step Instructions: Incorporating relevant images or screenshots alongside step-by-step commands can substantially enhance user comprehension. Visual aids assist customers in observing each motion visually and reinforce their knowledge of every action.

  • Troubleshooting Sections: In troubleshooting publications, visible elements like annotated screenshots or diagrams can help users identify and resolve issues. Highlighting specific regions or steps with accompanying visuals can make troubleshooting more intuitive and efficient.

Remember, these visual elements' location should align with the encircling textual content and go with the flow logically. They must be used sparingly and purposefully, warding off overwhelming the documentation with immoderate visuals.

Organizations can create visually attractive and informative content by strategically placing tables, stats, and snapshots inside patron onboarding documentation. This enhances user engagement and comprehension and ultimately contributes to a successful onboarding experience.

Best Practises for Creating Effective Customer Onboarding Documentation

Creating effective client onboarding documentation requires careful consideration and adherence to first-class practices. Here are a few actionable hints to make your documentation stand out in 2023:

  • Consistency in Tone, Language, and Formatting: Maintain a steady tone all through the documentation, aligning it with your brand voice and the intended target market. Use clean and concise language, avoiding technical jargon whenever feasible. Consistent formatting, consisting of headings, bullet factors, and numbered lists, complements readability and lets users quickly locate the statistics they want.

  • Incorporate User Feedback and Iterative Improvements: Actively look for customer comments and incorporate their tips to improve your documentation. Users' insights and studies can monitor regions where documentation may be missing or uncertain. Regularly evaluate and replace the content to ensure it remains applicable and consumer-centric.

  • Knowledge Bases and Checklists: Establish a complete expertise base as a central data repository for onboarding. A knowledge base lets customers, without difficulty, gain access to relevant articles, FAQs, and troubleshooting guides. Additionally, recall presenting checklists to manual customers through the onboarding system step-by-step, reducing the threat of missing important actions.

  • Interactive and Multimedia Elements: Consider integrating interactive factors like clickable prototypes, motion pictures, or interactive demos to interact with users during onboarding. These elements provide an arms-on experience and may be especially powerful in demonstrating complex features or workflows.

  • Personalization and Segmentation: Tailor your documentation to unique consumer segments or personas, addressing their particular needs and pain points. Provide focused content and examples that resonate with exceptional varieties of users, making the onboarding experience extra personalized and applicable.

  • By following those excellent practices, organizations can create customer onboarding documentation that is clear, customer-friendly, and impactful. This, in turn, leads to higher user satisfaction, faster adoption rates, and increased customer success.

Live Examples of Effective Customer Onboarding Documentation

In this section, we will showcase actual-life examples of businesses that have excelled in their customer onboarding documentation. These examples will offer insights into the key factors that make their documentation powerful and highlight how they comprise in-app assist interfaces, understanding bases, checklists, product tours, and the usage of no-code solutions.

Read this interesting article by ProductLed, where they studied 150+ brands on their boarding process.

Example 1: Salesforce

Salesforce, a renowned CRM platform, has implemented a sturdy customer onboarding documentation method. They utilize in-app assist interfaces that provide contextual guidance to users as they navigate the platform. Salesforce's documentation includes exact articles, films, and interactive tutorials that cater to distinctive learning styles. They also include checklists that users can follow to ensure they complete all vital steps through the onboarding technique. This complete method ensures that customers have a smooth and seamless onboarding experience.

Example 2: Zavvy

Zavvy, a software program automation platform, has leveraged no-code answers to enhance client onboarding documentation. They use interactive product tours that exhibit the platform's competencies and guide users through the setup process. Zavvy's documentation consists of a knowledge base with targeted articles and FAQs, allowing customers to quickly locate answers to their questions. Additionally, they provide checklists that customers can comply with to ensure they correctly configure the platform. Using no-code solutions, Zavvy has made its documentation user-friendly and handy for all users, regardless of their technical knowledge.

Example 3: Slack

Slack excels in consumer onboarding documentation with a comprehensive knowledge base covering various topics. Their person-friendly enterprise and search capability make it easy for customers to locate data. In-app help interfaces provide contextual steering, providing tips based on consumer movements. Interactive tutorials and video guides cater to exclusive getting-to-know choices. Checklists ensure users complete all vital setup steps. By combining those factors, Slack creates a sturdy onboarding experience by providing access to statistics, contextual guidance, and an unbroken onboarding technique.

These examples reveal the effectiveness of incorporating in-app assist interfaces, expertise bases, checklists, product excursions, and no-code answers in customer onboarding documentation. By following these best practices, corporations can ensure that their customers have an impactful onboarding experience and are prepared with the necessary facts to triumph with their product or service.

Enhancing Customer Support and Engagement

Agencies can substantially improve customer service and engagement in onboarding by leveraging feedback forms, chat structures, and support tools. These tools function as vital channels for amassing insights and providing personalized assistance.

Feedback forms play a critical role in understanding customers' stories and pain points through onboarding. By gathering remarks at exclusive levels, organizations can discover regions for development and make essential changes to improve the onboarding system. This feedback-driven technique guarantees that customers' voices are heard and their worries promptly addressed.

Chat structures offer real-time communication and aid at some stage in onboarding. Businesprovidean offer live chat help to address purchaser queries, guide them through the onboarding adventure, and provide personalized assistance. This immediate and interactive communication helps construct, consider, and resolve troubles quickly and create a fantastic onboarding experience.

Support systems, including ticketing structures or information bases, provide self-service sources for clients. These tools empower customers to discover answers to questions independently, reducing their reliance on direct guidance. Businesses can create comprehensive know-how bases covering common issues, FAQs, and troubleshooting guides, ensuring customers can access relevant facts whenever needed.

To enhance consumer engagement for the duration of onboarding, organizations can explore the idea of gamification. Gamification incorporates recreation-like factors, including demanding situations, rewards, and development tracking, into the onboarding technique. By making the onboarding experience more interactive and exciting, gamification can increase employee engagement, motivation, and knowledge retention.

By leveraging feedback forms, chat structures, support equipment, and gamification strategies, corporations can accumulate valuable insights, provide personalized help, and foster a sense of engagement at some point in the onboarding journey. These approaches contribute to a smoother onboarding experience, better customer satisfaction, and a higher chance of long-term achievement.


This blog post explored the importance of effective customer onboarding documentation in achieving consumer success. We highlighted the challenges faced by businesses during the onboarding procedure and emphasized the role of documentation in overcoming those limitations. Staying updated with high-quality practices in client onboarding documentation is vital in 2023 to meet evolving purchaser needs.

We mentioned key factors to encompass in patron onboarding documentation, including clear instructions, troubleshooting guides, FAQs, and visible aids. We also explored the strategic placement of tables, stats, and photos in the documentation to enhance comprehension and engagement.

Furthermore, we offered actionable recommendations and excellent practices for creating adequate client onboarding documentation, including consistency in tone and formatting, incorporating personal comments and iterative upgrades, and utilizing expertise bases, checklists, and in-app assistance interfaces.

Moreover, we showcased real-life examples of businesses that excel in client onboarding documentation, highlighting their key effectiveness factors. Using no-code solutions, these examples integrated product excursions, understanding bases, checklists, and interactive elements.

Implementing best practices in customer onboarding documentation is critical for handing over higher patron stories. We encourage readers to apply this blog's insights and examples to their consumer onboarding strategies.

By incorporating elements that include product excursions, in-app assist interfaces, knowledge bases, checklists, comment forms, chat guides, and even gamification, agencies can enhance the onboarding experience, foster consumer satisfaction, and force long-term achievement.

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