JTech Communications Logo
JTech Communications

Benefits of Client Onboarding Videos

By Mira Brody - Last Updated on 02/16/2018
Onboarding is the process a user goes through when they start their journey as a customer to your product or service. An onboarding video in particular can be an effective way of defining a strong relationship right off the bat, solidifying your client’s decision. The period right after signup is one of the best windows for people’s attention — welcome emails have four times the open rate when compared to any other type of email. When your welcome process includes a custom video for your client, this success increases exponentially.

We’ve recently started using an onboarding video as a tool for welcoming clients to their completed website project and would like to share a few things we’ve learned along the way.

Why Onboarding Videos Work
In a study conducted by Wistia, an internet video hosting and analytics company, they ran a test comparing two emails — identical, but one added a video as the top piece of content. The email with the video showed a clickthrough rate three times higher than the one with only a paragraph of copy. Here’s why:
  • Emotional connection — Being welcomed by someone from the team allows for an emotional connection, removing the “faceless cooperation” stereotype.
  • Community — Your client will feel welcomed into your community if they are able to see where and who you are.
  • Humanizes — Having someone speak directly to them, by name, allows your clients to see the people and personality behind your company.
  • Digestible — A video clip weaves your story, mission and product and services together into a single, approachable narrative. They don’t have to search your site for the information they’re looking for because you’ve laid it all out for them in your video; all they have to do is sit back and watch.

Once you’ve taken the time to shoot a personalized onboarding video for your new client, you’ve built a strong foundation for them to feel supported and valued. This reaction can be contagious — they are likely to pass this feeling and experience onto other potential customers with their recommendation of your company, building your word-of-mouth reputation.

Tips for Your Onboarding Video
Now that we’ve covered the benefits, here are some tips for creating your own client onboarding video:
  • Under a minute — A minute-long video is the sweet spot for keeping a viewer’s attention.
  • Greet them by name — Take personalization a step further by editing the beginning of your video so that it greets each client by name or company.
  • Use a compelling thumbnail — The screenshot or video still you use before the video begins playing is more important than you think. It may be the difference between a client pressing play or moving on. If you are embedding this video in an email, we recommend using a screenshot or video thumbnail image with a play button and linking that to the page with your video.
  • Solve problems — Show your client a tool or feature that will help their business right now, and instruct them to interact with it. For example, encourage them to fill out a feedback form!
  • Use humans — While there are many sources out there for creating animated characters, it is much better to use someone from your office, in person.

When a client has committed to you as a company, it is a great time to reaffirm that decision by creating a personalized onboarding video — it will help spark the realization that they've found the right fit. At JTech, we use our onboarding video to welcome a client to their new website, show them the product we’ve launched for them, introduce more of our team, and set the stage for a healthy ongoing relationship as business partners.
Mira Brody:

About Mira Brody

Mira Brody is an editor, writer, and marketing expert with 12+ years of experience. She has worked as a local news reporter, a writer/editor, and as a leader in large-scale branding strategy. Mira worked at JTech as the staff writer and editor for internal and client projects from March 2015 to December 2019.

Monthly inbox insights.

Our articles are published for free on our blog.
First Name
Last Name
Email Address