The Ultimate Guide to Using Video for Customer Onboarding in 2023

Oliver Bridge

Customer onboarding is the process of introducing new customers to your business and helping them get the most out of your products or services.

A successful onboarding experience can have a significant impact on customer satisfaction, retention, and long-term success. One of the most effective tools for improving your onboarding process is video.

This guide will discuss the benefits of using video for customer onboarding, and show you exactly how to do it yourself for maximum impact.

1. What Are the Benefits of Using Video in Your Customer Onboarding Process?

Video has become an essential tool in customer onboarding due to its numerous benefits. Some of the advantages of using video for onboarding include:

Improved engagement:

Video is a more engaging medium than text or images alone. It combines visuals, audio, and storytelling, capturing the viewer's attention and making it easier to convey complex information.

Faster learning:

Videos help customers learn and understand your product or service more quickly, reducing the learning curve and increasing their confidence in using it.

Enhanced personalization:

Personalized onboarding videos help customers feel valued and create a strong connection between your brand and your users.

Increased retention:

Engaging and informative onboarding videos increase customer satisfaction, which in turn leads to higher retention rates and lower churn.

Better customer support:

Well-crafted onboarding videos can answer common questions and address potential issues, reducing the burden on your customer support team.

2. Where in Your Process Are Customer Onboarding Videos Most Effective?

To maximize the effectiveness of your onboarding videos, you should strategically incorporate them at various stages of your customer onboarding process. Here are some recommended places to use onboarding videos:

Welcome and introduction:

A welcome video can create a positive first impression, setting the tone for the onboarding experience.

Product walkthroughs:

Use video tutorials to guide users through the main features and functionalities of your product or service.

Best practices and use cases:

Share videos that showcase real-life examples, case studies, and best practices to inspire your customers and help them achieve their goals. Loom does a great job of this, showing you example use-cases using video. Think about adding a video use-case library to your own product or onboarding.

Troubleshooting and FAQs:

Address common issues and questions with dedicated videos, reducing the need for customer support interventions.

Check-ins and milestone celebrations:

Send personalized videos to congratulate customers on their achievements and remind them of the value they receive from your product or service.

3. What Are the Different Types of Video Used in Customer Onboarding?

There are several types of onboarding videos that can cater to different needs and preferences:

Personalized videos:

These videos are used for welcoming new customers, and outlining what steps they should take next. Personal videos are a great way to surprise and delight new customers, and ensure they engage with your product.

Live-action videos:

These videos feature real people demonstrating or explaining a product or service. Live-action videos are great for building trust and humanizing your brand. You can splice together live action with screen recordings to great effect, like Notion does here:

Animated explainer videos:

Animated videos can break down complex concepts into digestible and engaging visuals, making them an ideal format for teaching new users about your product. Generally these videos work best during the conversion process, but they can also be used when someone first logs into your product to clarify the problem you're helping your customer solve.

Screen recordings:

Screen recordings capture your product or service in action, walking users through specific features or processes step-by-step. These types of videos can save your team time on customer support, and are super convenient for your customer.

Testimonials and case studies:

Featuring real customers sharing their experiences and successes can inspire new users and build credibility for your brand.

Top Tip: Try adding links to video testimonials towards the end of your customer onboarding to remind less engaged customers of the value of your product. Try creating a Wall of Love of all of your video testimonials using Bonjoro, and link your customers to that page.

You can see our video testimonials page here

You could even list to third party reviews of your product from empassioned customers. Here's an example from

4. How to Use Bonjoro to Record Amazing Onboarding Videos at Scale

Bonjoro is a powerful platform that allows you to create and send personalized onboarding videos at scale. Here's how to use Bonjoro for onboarding videos:

Step 1: Integrate Bonjoro with your CRM

Connect Bonjoro to your customer relationship management (CRM) system, which will allow you to trigger video messages based on customer actions or milestones.

Step 2: Create video templates

Design templates for various onboarding stages, ensuring consistent branding and messaging throughout your video series.

Top Tip: Add calls-to-action: Include clear calls-to-action (CTAs) in your videos, directing customers to the next steps they should take, such as scheduling a call, accessing resources, or completing a specific task.

Step 3: Record personalized videos

Use Bonjoro's mobile or desktop app to record personalized videos for each customer. You can also upload pre-recorded videos if you prefer.

Step 4: Track results

Monitor video engagement metrics, such as view rates, clicks, and conversions, to understand the effectiveness of your onboarding videos and optimize them accordingly.

Top Tip: Track your engagement rates on a message template level too, so you and your team know what messaging is working best, and at what point in the customer journey your videos have the maximum effect.

5. What Results Can You Expect With Personalized Onboarding Videos?

Implementing personalized onboarding videos can have a significant impact on your customer experience and business results. Here are some of the benefits you can expect:

Increased customer satisfaction:

Personalized videos show customers that you care about their success and are willing to invest time and effort in helping them achieve their goals.

Higher product adoption:

Engaging and informative videos can increase product adoption rates by helping customers understand and navigate your product or service more easily.

Reduced churn:

A smooth onboarding experience leads to higher customer retention, as satisfied customers are less likely to cancel or switch to a competitor.

More referrals and testimonials:

Satisfied customers who feel connected to your brand are more likely to refer others and provide positive testimonials, boosting your reputation and credibility.

Time and cost savings:

Efficient onboarding videos can reduce the time and resources needed for customer support and training, freeing up your team to focus on other important tasks.

Wrapping up + get your free Bonjoro trial

Incorporating video into your customer onboarding process can greatly enhance the user experience, leading to increased satisfaction, engagement, and retention.

By strategically placing onboarding videos throughout your process, using different video types to cater to various needs, and leveraging Bonjoro to record personalized videos at scale, you can create a seamless onboarding journey that will drive long-term success for your business.

Don't miss the opportunity to revolutionize your customer onboarding with video. Sign up for a free trial of Bonjoro today and start creating amazing onboarding videos that will delight your customers and set them up for success.

Video tips
About the author
Oliver Bridge
Growth Grizzly
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