If you’re onboarding customers and still sending the same email or video over and over, you’re wasting time—and probably boring people. Personalized videos can help, but who has time to record a new one for every single customer? This is where Sendspark’s Sendspark templates come in. If you want to save hours, look more professional, and keep customers engaged (without needing to be a video pro), this guide’s for you.
Below, I’ll walk you through exactly how to use Sendspark templates to make your onboarding process faster, more consistent, and less of a headache. I’ll also point out what actually works, what can trip you up, and what you can skip.
Why Video Templates for Onboarding? (And What to Watch Out For)
Before we get into the how-to, let’s get real for a second. Video templates are great for:
- Saving time (no more repeating yourself)
- Adding a personal touch at scale (yes, I said “at scale” once, but that’s it)
- Keeping onboarding consistent, even when your team grows
But—and this is important—templates can easily turn into generic filler if you’re not careful. If you just send a cookie-cutter video with no real customization, people will spot it a mile away. So, the trick is to balance speed with enough personalization that your customer doesn’t feel like just another ticket in your system.
Step 1: Map Out Your Customer Onboarding Workflow
Don’t jump into Sendspark yet. First, get clear on where video actually helps. Not every step in onboarding needs a video. Think about:
- Where do customers get stuck or confused?
- Which emails do you send over and over?
- When do customers go dark and stop responding?
Typical places video templates work well: - Welcome/introduction from their account manager or support rep - Product walkthroughs or “next step” guides - Explaining tricky features - Celebrating milestones (e.g., “Congrats, your account’s live!”)
Pro tip: Don’t try to template everything. Focus on the 2-3 moments where a video has the most impact.
Step 2: Create Your First Sendspark Template
Now, fire up Sendspark. Here’s how to build a template that actually saves you time:
- Log in and go to Templates. It’s right in the main menu.
- Click “Create New Template.”
- Decide on your format:
- Camera only (just you talking to the camera)
- Screen + camera (walk them through something on your screen)
- Screen only (for pure walkthroughs, but usually less personal)
For onboarding, “screen + camera” is a solid default. People like to see a face, but also what to do.
- Write your script—but keep it loose.
- Start with a friendly greeting (“Hey {{First Name}}, welcome aboard!”)
- Introduce yourself and what the video covers
- Walk through the key points, but don’t overload it—shorter is better
- End with a clear next step
Use Sendspark’s personalization tokens (like {{First Name}} or {{Company Name}}) to fill in details automatically. But don’t rely just on tokens—leave space for a quick custom line if you want to add it later.
- Record your base video.
- Smile, speak naturally, and don’t stress about being perfect.
-
If you mess up, just re-record. It’s faster than trying to edit.
-
Save the template and give it a name you’ll recognize later. (“Welcome – New Customer” is better than “Video 1”)
What Works (and What Doesn’t)
- Works: Using your real voice and style. People can tell if you sound robotic.
- Doesn’t work: Reading a script word-for-word. You’ll sound stiff.
- Ignore: Fancy effects or long intros. People want quick, useful info, not your life story.
Step 3: Personalize and Send (Without Doing It All By Hand)
Templates are the starting point. To avoid the “this is clearly a template” vibe:
- Personalize the intro line. Even a quick “Hey Sarah, saw you’re in Austin—hope you’re staying cool!” goes a long way.
- Double-check your tokens. Nothing kills trust like “Hi {{First Name}},” because you forgot to connect your CRM.
- Add a relevant screen share if possible. If you’re welcoming a customer to a specific workspace or showing their account, swap that part in.
When you’re done, Sendspark lets you send videos by email, share a link, or embed them in your onboarding platform. Pick whatever fits your workflow.
Pro tip: If you’re sending a batch of similar onboarding videos, you can use Sendspark’s integrations (like HubSpot, Salesforce, or Zapier) to automate inserting names and details. But test with a few real customers first—automation is great until it breaks and embarrasses you.
Step 4: Build a Template Library (But Don’t Go Overboard)
Once you’ve got your first template working, do the same for other key onboarding moments. Most teams only need a handful:
- Welcome/intro
- First walkthrough
- FAQ or “next steps”
- “Congrats, you’re live!”
- Troubleshooting common issues
Store them in Sendspark’s template library, and organize by use case or team member.
What to skip: Don’t create a template for every single scenario. You’ll never use most of them, and they just create clutter.
Step 5: Measure What’s Actually Working
This is the step a lot of teams skip. Sendspark gives you analytics—who watched, for how long, did they click your CTA, etc. Use this data to see:
- Are customers actually watching your videos?
- Where do they drop off?
- Does sending a video speed up onboarding or reduce support tickets?
If nobody’s watching your six-minute welcome video, cut it down. If your “next steps” video gets more engagement with a quick screen share, do more of that.
Pro tip: Don’t obsess over vanity metrics. Focus on whether video is actually helping customers get set up and stick around.
Common Pitfalls (and How to Avoid Them)
Let’s cut through the hype. Here’s what trips people up:
- Too generic: If your videos sound like they could go to anyone, people tune out. Personalize at least one line.
- Too long: Aim for 1–2 minutes max. People are busy.
- Bad audio/lighting: You don’t need studio gear, but don’t record in a noisy kitchen.
- Forgetting to update templates: If your product changes, your videos should too. Outdated videos hurt trust.
- Over-automation: Double-check that your personalization tokens and integrations are working. Nothing’s more awkward than “Hey , welcome to !”.
When to Skip Video (Honestly)
Video isn’t magic. Sometimes a simple text email works better—like for password resets or purely transactional stuff. Save videos for places where they add real value: building trust, explaining something tricky, or making a personal connection.
Wrapping Up: Keep It Simple, Rinse and Repeat
Sendspark templates can seriously speed up onboarding and make your team look good—if you use them thoughtfully. Start small, keep videos short and personal, and pay attention to what actually helps your customers. Don’t overcomplicate it. The best onboarding feels human, not automated.
Iterate as you go. If something feels clunky or nobody’s watching, tweak or drop it. Your goal is to make onboarding smoother for your customers and your team—without adding busywork for anyone.
If you follow these steps, you’ll have a streamlined onboarding process that feels personal, saves you time, and actually works. And that’s the whole point.