Customer Onboarding

Your customers shouldn't have to wait for a call to learn how to get started.

Turn the setup, workflows, and product knowledge your team repeats in every onboarding into videos customers can learn from on their own time, while CSMs focus on what is specific to the account.

Try Velo for Onboarding See how it works

Every new customer creates the same first wave of work.

Kickoff, setup, integrations, permissions, core workflows, and common questions all need to be explained again. The customer is new, but most of the education is not.

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  • app.usevelo.ai/home · Northwind Co.
    Getting started 1 / 4

    Account created

    • Connect Salesforce
    • Invite your admins
    • Schedule your first export
  • app.usevelo.ai/home · Aster Health
    Getting started 1 / 3

    Account created

    • Set up team roles
    • Invite your teammates
  • app.usevelo.ai/home · Fenwick & Rae
    Getting started 1 / 3

    Account created

    • Generate your API key
    • Send your first request
  • A different checklist per account
  • Nobody built this one by hand
  • Ready the moment they sign in

Most of onboarding already lives in the knowledge your team has.

Turn that knowledge into something they can watch instead of asking the CSM to deliver it live again.

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  1. 01

    Setup guides & checklists

    The steps every customer needs to complete to get started

  2. 02

    Help center & product docs

    The answers, workflows, and instructions your team already maintains

  3. 03

    Previous onboarding calls

    The explanations your CSMs find themselves giving every time

  4. 04

    CSM playbooks & account context

    What should be standard and what needs to feel specific to the customer

Output using Velo

An onboarding video customers can follow without waiting for another call.

Covers the repeatable parts of onboarding clearly

Customers can pause, revisit, and move at their own pace

Keeps live CSM time for blockers and account-specific work

As customer count grows, repeated onboarding grows with it.

More customers create more calls, more scheduling, more repeated explanations, and more follow-up questions. Without a reusable education layer, onboarding capacity stays tied to how many hours the team can put on the calendar.

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Without Velo

Support inbox · onboarding questions

  • NC Northwind Co. "How do I connect Salesforce?" Answered in 2 hrs
  • AH Aster Health "How do I invite my team?" Answered next day
  • FR Fenwick & Rae "Where's my API key?" Answered in 3 days
  • HL Halcyon Labs "How do I get started?" Still unread

Customer growth should not require the same growth in repetitive onboarding hours.

With Velo

Same accounts · same questions · pre-empted

  • NC Northwind Co. "How do I connect Salesforce?" — answered in their walkthrough Never asked
  • AH Aster Health "How do I invite my team?" — answered in their walkthrough Never asked
  • FR Fenwick & Rae "Where's my API key?" — answered in their walkthrough Never asked
  • HL Halcyon Labs "How do I get started?" — answered in their walkthrough Never asked
  • 0 tickets waiting
  • Answered before they're asked
  • Same setup, explained automatically

Everything it takes to turn repeat onboarding into a reusable customer learning system.

Create from the knowledge you already maintain, make it easy to send and revisit, translate it for global customers, measure engagement, and keep the team working from the same onboarding standard.

  • Turn existing onboarding knowledge into clear walkthroughs.

    Agentic screen recording

    Walk through a product or process once and turn the captured steps into a polished video.

    Docs, recordings & URLs

    Start from the material you already have instead of rebuilding the context from scratch.

    AI script generation

    Turn source material into a clear, structured script automatically.

  • Put the right education in front of customers without another meeting.

    Script editing & regeneration

    Change the message or update a section without recreating the whole video.

    Voice & face clone

    Reuse the same voice and presence across new videos and updated versions.

    Brand kit

    Keep fonts, colours, logos, and visual identity consistent automatically.

  • Support customers across languages.

    1-click translation

    Localize a finished video without rebuilding or re-recording every scene.

    25+ languages

    Make the same content accessible across languages from one original version.

    Multilingual voice output

    Carry the same speaker identity across translated versions.

  • See whether the onboarding was watched and completed.

    Viewer tracking

    See who watched the video and when they engaged with it.

    Watch depth

    See how much of the video viewers watched and where they stopped.

    Forward tracking

    See when a video is shared with someone new.

  • Share through the channels customers already use.

    Branded share pages

    Share videos through a branded page without requiring viewers to log in.

    Browser viewing

    Let anyone watch instantly in the browser, with no download required.

    Export when needed

    Download the video or share its supporting documentation alongside it.

  • Keep CSMs and onboarding teams aligned on one standard.

    Shared workspaces & libraries

    Give teams one place to create, organise, and reuse approved video content.

    Roles & permissions

    Control who can create, edit, review, or publish as the team grows.

    Team-wide visibility

    See what is being created, shared, and watched across the workspace.

Go deeper on the onboarding moments that need more context.

  • Personalized Customer Onboarding

    Adapt onboarding around an account's setup, role, or use case.

  • Automated Onboarding Videos

    Future child for event-triggered onboarding at scale.

What changes when onboarding stops depending on someone being free.

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How a customer success team grew onboarding capacity without adding another recurring call

The challenge

Every new customer created the same first wave of calls. CSM calendars filled with setup, permissions, integrations, and product basics before they could get to the work that was actually specific to the account.

The approach

Velo moved the repeatable education out of the calendar. Existing onboarding calls, guides, and product knowledge became reusable videos, leaving live CSM time for blockers, strategy, and account-specific decisions.

5.1 fewer live sessions per customer

Foundational education moved out of recurring calls.

29% faster time to first value

Customers could keep progressing between meetings.

24% more customers per CSM

Capacity increased without adding equivalent calendar load.

FAQs

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Yes. Existing onboarding docs, product flows, implementation checklists, screenshots, and recordings can become the source for reusable onboarding videos.

No. The intent is to move repeatable setup and product education out of recurring meetings so CSMs can spend live time on goals, blockers, strategy, and customer-specific decisions.

Yes. Teams can reuse the same foundational knowledge while creating versions that fit different audiences or moments in the onboarding journey.

Update the underlying source or affected explanation and regenerate the relevant video so customers are not learning from an outdated setup path.

Yes. Hosted videos can remain available as a reference, which is useful when customers forget a setup step, add a new teammate, or return to a workflow later.

Yes. Analytics can provide engagement signals, while formal onboarding completion can continue to be tracked in the systems your CS or implementation team already uses.

Keep the human part of onboarding human. Make the repeatable part reusable.

Give customers the knowledge they need without making every step depend on the next open calendar slot.

Scale your onboarding Contact Sales