Emails you should be sending during Customer Onboarding (With Templates)

Customer onboarding is one of the most critical stages in the customer journey. It sets the tone for their experience, helps them feel welcome, and makes them more sticky. A well-structured email sequence can guide new customers through the process smoothly, ensuring they understand how everything works and stay engaged.

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Sending a series of onboarding emails (e.g., 3-5 emails) can increase engagement by up to 90% compared to a single welcome email.

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In this blog post, we’ll outline the key onboarding emails you should send, along with templates to make your communication seamless and effective.

1. Welcome Email (Day 1) 

Why It's Important

Your first email should make a great impression, reinforce their decision to join, and set expectations for what comes next. Think of it like a new hire's first day at work, this is when engagement is at its highest, and enthusiasm is at its peak.

By leveraging this moment, you can set the stage for long-term success, guiding them towards their next steps while ensuring they feel confident and excited about using your service.

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What to Include

✔ A warm welcome message

✔ Key information about your business

✔ Booking details (if applicable)

✔ Instructions on how to access your customer portal

✔ Parking or arrival information

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Email Template

Subject: Welcome to [Business Name] – Let’s Get Started!

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Hi [Customer's Name],

Welcome to [Business Name]! We’re so excited to have you on board. 🎉

To help you get started, here are a few key details:

📍 Location & Parking: [Include directions or parking info]

📆 Booking & Scheduling: [Explain how to book, reschedule, or manage bookings]

📱 Customer Portal Access: [Provide a link & login instructions]

If you have any questions, reply to this email or reach out to our support team at [Support Email].

We can’t wait to see you in class!

[Your Name]

[Business Name]

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2. Getting Started Guide (Day 2-3) 

Why It's Important

Now that your customer has signed up, it’s time to help them take the first step. This email provides clear guidance on what to do next, preventing hesitation or confusion.

Customers who take action early are far more likely to stay engaged—so make it easy for them to get started right away.

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What to Include

✔ A simple step-by-step guide

✔ Tips for making the most of their experience

✔ FAQs or links to helpful resources

✔ Contact details for support

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Email Template

Subject: Your Quick Guide to Getting Started

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Hi [First Name],

We’re so glad you’ve joined [Business Name]! To help you make the most of your experience, here’s a quick guide:

✅ Step 1: [First action, e.g., "Book your first session here."]
✅ Step 2: [Second action, e.g., "Check out these helpful tips to get started."]
✅ Step 3: [Third action, e.g., "Reach out if you have any questions!"]

Need help? Visit our [Support Page] or reply to this email—we’re happy to assist!

[Your Name]
[Business Name]

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3. First-Class Reminder (Before Their First Session)

Why It's Important

A reminder email helps reduce no-shows and ensures customers are prepared for their first class, appointment, or session.

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What to Include

✔ A friendly reminder with session details

✔ What to bring and expect

✔ A link to reschedule if needed

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Email Template

Subject: Ready for Your First Class? Here’s What to Expect

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Hi [Customer's Name],

Your first class is coming up soon, and we want to make sure you’re ready! Here are the details: 

📍 Location: [Class Location]
📅 Date & Time: [Class Date & Time]
👕 What to Bring: [List of essentials]

If you need to reschedule, you can do so here: [Reschedule Link]

We’re looking forward to seeing you!

[Your Name]
[Business Name]

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4. Progress & Engagement Email (Week 2-3)

Why It's Important

Checking in after a few weeks keeps customers engaged and motivated while showing that you care about their progress.

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What to Include

✔ A friendly check-in to see how they’re going

✔ A tip or piece of advice to keep them motivated

✔ Encouragement to book their next session

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Email Template

Subject: How’s Your Journey So Far? Let’s Check In!

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Hi [Customer's Name],

You’ve been with us for a few weeks now, and we’d love to hear how things are going! Are you enjoying your classes? Have any questions?

📊 Track your progress here: [Portal Link]
⭐ See what other members are achieving: [Testimonial Link]
💬 Let us know how we can support you: [Feedback Form]

Keep up the great work!

[Your Name]
[Business Name]

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5. Feedback & Next Steps (End of First Month)

Why It’s Important

Gathering feedback helps improve your onboarding process while also encouraging long-term commitment.

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What to Include

✔ A short survey for feedback
✔ Suggestions for next steps (advanced classes, membership options, etc.)
✔ A small incentive (if applicable)

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Email Template

Subject: We’d Love Your Feedback! + What’s Next

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Hi [First Name],

It’s been a month since you joined [Business Name], and we’d love to hear your thoughts!

💬 Take a minute to share your feedback: [Survey Link]
🎯 Explore what’s next: [Advanced Classes/Services Link]
🎁 Special Offer: Enjoy [Discount/Perk] when you book your next session this week!

Thank you for being part of our community—we’re so glad you’re here!

[Your Name]

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Showing customers you care is essential for keeping them around. By sending these emails at the right time, you reduce churn, boost retention, and create a smooth experience for every new customer.

Want to automate your onboarding emails? Learn how Udio can help!

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