Onboarding check-in email
Customer success and founders
Send this a couple of days after the welcome email, not an hour after. Silence at this stage is not satisfaction. It is as likely to be a login problem as a finished setup.
Subject. Did you get in?
Hi — I sent the login and the setup note on Monday. I have not heard whether you got through them.
If you are stuck, say so and I will help on this thread. If you have not started, that is useful too. I will not read silence as done.
Did you get in all right?
- I'm in
- I'm stuck
- I haven't started
In Gmail these are buttons. The recipient clicks one. The answer comes back to the thread. They do not install anything.
Before you send. Change Monday. If there is a single step that usually blocks people, name it in the second paragraph instead of “the setup note.”
Why this gets more replies
Onboarding mail asks “let me know if you need anything,” which is a blank page. People who are stuck do not know what to ask, and people who have not started feel behind. Naming the three states tells you whether to wait, to help, or to ask when they plan to begin.
FAQ
What do I send to someone who is stuck?
The next concrete step, not the whole guide again. If you do not know where they stuck, ask that, once.
They have not started. Do I nag?
Ask when they will. If they do not answer, one reminder the day before their kickoff date is enough. Then stop.
Free for 50 sends a month. The other person does not install anything.