Onboarding is actually the phase a customer goes through in between making the decision they want to use a product, and being a fully setup user who can extract the most value from the product. In short, it’s about helping your customers be successful. What follows is a collection of lessons we’ve learned from onboarding customers at Intercom. They’re free of hacks and gimmicks and cover everything we’ve learned over the past five years – from redesigning your onboarding to adapt to new contexts, to getting new users beyond the free trial. While a lot of these lessons come from direct experience, they’re bound by a universal truth any startup can take away. Good onboarding comes from focusing less on your own business, and more on your users. Onboarding isn’t a metric, it’s an outcome – successful users. Once you learn that, everything follows from there.
Des Traynor, Co-Founder, Intercom
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