Customer onboarding courses

What to include in a customer onboarding course, how to structure it, and how to deliver and track it with Coassemble.

How do I build a customer onboarding course?

Start from the first result a new customer needs to achieve with your product, and build a short course that gets them there: account setup, the core workflow, and where to get help. Split anything longer into separate courses by topic or role, deliver it where customers already are, and identify learners so you can see who has finished.

What should a customer onboarding course include?

Getting set up: signing in, account settings, inviting teammates and connecting other tools.
The core workflow: the one or two tasks every customer needs to do to get value from the product, shown step by step.
The first milestone: a clear point the customer reaches by the end, such as publishing their first project or running their first report.
Key terms: the words your product uses that a new customer won't know yet.
Where to get help: support channels, documentation and who to contact.
A short check of understanding: a few questions on the steps that matter most, so customers and your team can see what has been understood.

How should I structure it?

Keep each course short. A course a customer can finish in one sitting is more likely to be finished than one long course.
Use sections inside a course to break it into chapters, each with its own progress.
Use a collection for a full programme. Group separate courses, such as Getting started, Admin setup and Advanced features, into one collection that customers work through in order.
Make different paths for different roles. Admins, everyday users and approvers often need different content. Build a course or collection for each.
Show the real product. Screenshots, short videos and step-by-step process blocks of your actual interface are easier to follow than descriptions.

How do I build the course in Coassemble?

Gather what you already have: help articles, onboarding decks, implementation guides or call scripts.
Select New course, then Create with agent, and upload your material or describe the course you want.
Tell the agent who the course is for and what they should be able to do by the end.
Review the course it builds, add screenshots or video of your product, and adjust the questions.
Apply your brand with a theme, then publish.

How do I deliver onboarding to customers?

Delivery method	How it works	Good for
Share link	Send a link in a welcome email, a support reply or a customer portal	Getting started quickly with no setup
Email invitation	Invite specific customer contacts by email	Named contacts at each account
Embedded in your product	Place a course or collection player inside your own application	Onboarding customers inside the product they're learning
Embedded in another tool	Embed the course in a help centre, Notion or Confluence page	Customer-facing knowledge bases
SCORM export	Export the course to run in an LMS or customer academy	Teams that already run a customer academy in an LMS

Learners don't need a Coassemble account for any of these.

How do I track who has completed onboarding?

Identify your learners. If you share by link, set the course to ask for an email address before it opens, or invite people by email. If you embed the course in your product, pass each customer's user ID when the course loads. Identified learners appear in your reporting with who started, who finished, how long they spent and how they scored, and you can download the data as a CSV.

To act on completions automatically, use webhooks to send an event to your own systems when a customer starts or completes a course, for example to update a customer record or trigger a follow-up email.

How do I keep onboarding up to date?

Edit the course in Coassemble and publish. Learners using the same link or embedded player see the updated version, so you don't need to resend anything. Review onboarding whenever your product's core workflow changes, and use course analytics to see where customers drop off.

Frequently asked questions

How long should a customer onboarding course be?

Long enough to reach the first milestone and no longer. If there's more to cover, put it in a second course and group them in a collection.

Can I onboard customers in more than one language?

Yes. Add translations to a course and learners see it in the language that matches their setting.

Can each of my customers see only their own onboarding?

Yes, if you embed Coassemble in your product. A client identifier scopes users and content to each of your customers.