Getting customers up and running quickly can make or break your product experience. If you’re here, you probably already know that. You want to use Arrows to set up custom onboarding templates, but you don’t want to waste time on fluff or get lost in a maze of settings. This guide is for customer onboarding managers, CSMs, and anyone who wants to make onboarding suck less—for your team and your customers.
Let’s walk through what actually matters when setting up custom onboarding templates in Arrows. I’ll share what works, what’s just busywork, and where most people get tripped up.
1. Get Clear on What “Good” Looks Like
Before you touch a template, figure out what your onboarding should actually accomplish. A lot of people jump into building checklists without knowing what outcomes they want. Don’t do that.
- Define success: What’s the minimum a customer needs to do to start getting value from your product? Don’t list every possible task—focus on the “aha” moments.
- Involve your team: Talk to support, sales, or anyone who actually deals with customers. They’ll know where folks get stuck.
- Keep it realistic: Your onboarding checklist is not a project plan. If it takes weeks to finish, you’ve overshot.
Pro tip: If you can’t explain why a step is on your onboarding template, it probably shouldn’t be there.
2. Map Out Your Onboarding Steps—But Don’t Over-Engineer
You might be tempted to create a sprawling, detailed workflow. Resist the urge. Start with the basics, then add complexity only if you need it.
- List the real steps: Write down what needs to happen, in order, for a new customer to be successful. Keep it short.
- Break bigger tasks down: If something is complex, split it into a few bite-sized steps. But don’t go nuts with micro-tasks.
- Use clear language: Avoid jargon or internal terms. Your customer doesn’t know your acronyms.
What to skip: Don’t add steps just because you “always have.” Templates should make things smoother, not longer.
3. Build Your Template in Arrows
Now you’re ready to put it into Arrows. The interface is straightforward, but there are a few spots where people trip up.
Step-by-step:
- Create a new template: In Arrows, head to the Templates section and hit “New Template.”
- Add your steps: For each onboarding step, add a task. Keep titles clear and actionable (e.g., “Connect your data” instead of “Data integration”).
- Add instructions: Use the description fields to clarify what needs to be done. Screenshots or links help, but don’t turn it into a novel.
- Assign owners (if needed): Some steps might be on your team; others are for the customer. Assign roles, but don’t overcomplicate.
- Set due dates or timelines: Only if it’s truly important. Arbitrary deadlines annoy people more than they help.
Pro tip: You can use placeholders in Arrows (like {{customer_name}}). These save time, but don’t go wild—too many variables get confusing fast.
4. Test with a Real Customer (or a Fake One)
Don’t assume your template is perfect just because it looks tidy in Arrows. Run through it from a customer’s perspective.
- Try it yourself: Actually walk through the steps like you’re a new user.
- Ask a colleague: Someone who’s less familiar with your setup will spot things you missed.
- Watch for bottlenecks: Any step that feels confusing or takes too long is a red flag.
What usually goes wrong: Overly detailed steps, unclear instructions, or “optional” tasks that aren’t really optional.
5. Make It Personal—But Not Creepy
One of the best things about Arrows is that you can personalize templates for each customer. This is great, but don’t get carried away.
- Personalize key steps: Reference the customer’s goals or use their company name where it makes sense.
- Remove irrelevant steps: If a customer doesn’t need a feature, don’t make them check it off.
- Keep it human: Use a friendly tone, but skip the fake enthusiasm. Just be clear and helpful.
What to ignore: You don’t need to tailor every step. Focus on the stuff that matters to that customer’s onboarding journey.
6. Automate the Boring Stuff—If It Actually Helps
Arrows plays nicely with a lot of other tools. You can set up automations to trigger reminders, update your CRM, or create tasks in project management tools. This is handy, but don’t automate just for the sake of it.
- Automate nudges: Gentle reminders can keep onboarding moving, but don’t spam people.
- Connect to your CRM: Syncing status updates is great for keeping your team in the loop.
- Skip overkill: If your automation makes things more confusing, it’s not worth it.
Pro tip: Start manual, automate only after you’re sure the process works.
7. Track What Works—Then Actually Change Things
Templates are only useful if they help customers hit their goals. Don’t just set and forget.
- Review completion rates: Where do customers get stuck or drop off? That’s where you need to tweak.
- Ask for feedback: Quick surveys or direct asks can tell you what steps are annoying or unclear.
- Iterate regularly: Don’t wait for a crisis. Block time every month or quarter to review and improve your templates.
What to ignore: Don’t obsess over metrics that don’t tie to customer success—completion for the sake of completion isn’t the goal.
8. Common Pitfalls to Avoid
A few things I see teams trip over again and again:
- Overcomplicating templates: More steps doesn’t mean better onboarding.
- Assuming every customer is the same: Templates are starting points, not straightjackets.
- Ignoring customer feedback: The template isn’t for you—it’s for them.
- Chasing every new feature: Stick to basics. If a new Arrows feature actually helps, great. If not, skip it.
Keep It Simple—Then Keep Improving
The best onboarding templates in Arrows are clear, short, and focused on getting your customers to value, fast. Don’t try to solve every edge case on day one. Start simple, watch what happens, and tweak as you go.
Remember: A template is a tool, not a monument. The goal isn’t to build a perfect checklist—it’s to make onboarding easier for everyone. If you keep it honest and keep talking to your customers, you’ll do just fine.