Onboarding flow
Onboarding flow
Retention
The steps and messages a new customer gets after signing up, designed to help them succeed with the product quickly.
What is Onboarding flow?
Onboarding covers the first days and weeks after someone subscribes. It usually includes a welcome message, tips for using the product, what to expect before the next order and how to manage the subscription.
Good onboarding answers questions before they become cancellations. Showing how to use the product, when the next charge happens and how to skip or change it builds confidence. Personal touches, such as a check-in after the first delivery, help customers feel looked after rather than simply billed.
Example
For example, a supplement brand might send a welcome email on day 1, a how-to-take-it text when the order arrives, a check-in on day 14 and a reminder with skip and swap links a few days before the second charge.
Why Onboarding flow Matters
Most subscription cancellations happen around the first reorders, so a strong onboarding flow has an outsized effect on retention.
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