Choose the action that unlocks value, and send the shortest reliable path to completing it.
1. Find the first useful action
Ask support what new customers most often struggle to do: assemble a product, activate an account, or book an included session. Choose one action for the first message. Use completed purchases with permission for follow-up and verify the relevant product version. Different versions may require different instructions.
2. Test the instructions yourself
Open the help page on a phone and follow the steps as a new customer. Check language, login requirements, and any downloadable guide. Remove obsolete screenshots or directions before sending. A concise message pointing to incorrect documentation only moves the confusion from the inbox to the website.
3. Coordinate the manual send
Prepare the customer group in Tiringo and insert only verified purchase details. The platform does not detect setup completion or synchronize your product account system. Maintain that information externally and exclude customers who already finished. If someone replies that they are stuck, have support respond before offering another task.
4. Measure the completed step
Record actual setup completion or attendance in the relevant product system. Message reads are not activation. Compare recurring questions and time to resolution, then improve the guide. Start with one product and one first step; add another message only when it addresses a distinct, observed need.
5. Offer an alternative when the guide fails
Some customers cannot use the help page because of login trouble, language, or accessibility needs. Provide a route to a person or an alternative format instead of resending the same link. Record which barrier prevented the first action and use that detail to improve the onboarding path for the next customer group.
- Check whether the guide can be opened.
- Offer the appropriate help channel.
- Record the barrier to getting started.
