Answered

Onboarding customers

Hi
Are there any tips or tricks on how to onboard customers? We have a complex product and we find many features left unutilized in the long run.

Best answer by Joseph S.

Hi,

A few things that actually work:

Set up smart product tours that only trigger when users hit the right milestone, so they see advanced features when they’re ready.
Use in-app messages linked to real actions, not just “hey check this out” popups.
If you combine targeted tours + behavior-triggered tips + follow-up messaging, adoption climbs noticeably. It’s not theory; this is what I’ve seen scale well across multiple accounts.
Track which features go unused, then email or ping users with examples of real-world use cases: concrete “this is how X makes your workflow faster.”
Don’t overload onboarding: one tour, one milestone at a time. Think of it like drip-feeding the product.

+6

Hi,

A few things that actually work:

Set up smart product tours that only trigger when users hit the right milestone, so they see advanced features when they’re ready.
Use in-app messages linked to real actions, not just “hey check this out” popups.
If you combine targeted tours + behavior-triggered tips + follow-up messaging, adoption climbs noticeably. It’s not theory; this is what I’ve seen scale well across multiple accounts.
Track which features go unused, then email or ping users with examples of real-world use cases: concrete “this is how X makes your workflow faster.”
Don’t overload onboarding: one tour, one milestone at a time. Think of it like drip-feeding the product.

Intercom Certified | Consultant | Senior Manager

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