Turn Post-Purchase Silence into Retention Strategy

A short, friendly onboarding video can do more than your welcome email ever will. It reassures customers, answers their unspoken questions, and positions your brand as one they can trust. But most brands don’t create one—because they don’t know where to start.

The Onboarding Video Script Outline from Sticky Digital solves that. It gives you a plug-and-play framework to welcome new customers in a way that builds confidence and drives repeat purchases.

What It Is

This is a Google Doc-style template (downloadable as a DOCX file) that helps you script a clear, on-brand onboarding video you can embed in:

• Welcome flows
• Thank you pages
• Post-purchase emails
• Customer portals or order confirmation messages

Download the Onboarding Video Script Outline (DOCX)

What’s Inside

The outline includes:

• Step-by-step scripting framework (intro, how-to, tips, CTA)
• Example script snippets in multiple brand voices
• Tips for tone, delivery, and production
• Instructions for where and how to embed

Why It Matters

Most first-time customers are curious—but unsure. They’re wondering:

• “Did I buy the right thing?”
• “How do I use it?”
• “What happens next?”

A video builds confidence, reduces returns, and increases the odds they come back. It personalizes the brand and sets the tone for long-term retention.

How to Use It

Step 1: Fill in the Script

Customize the outline to match your tone and product. Whether you're quirky, polished, bold, or warm—the voice section helps you match your brand feel.

Step 2: Record the Video

You can use a simple webcam, phone, or Loom recording. No studio needed. Keep it under 90 seconds. Clear, calm, and real is better than polished and robotic.

Step 3: Embed in Your Post-Purchase Experience

Drop it into:

• Klaviyo welcome emails
• Your Shopify thank you page
• SMS drip campaigns (via Postscript or Attentive)

What Makes This Different

This isn't a generic video script template. It's battle-tested by the retention strategists at Sticky Digital who build onboarding systems for 7- and 8-figure DTC brands.

We've used it to:

• Boost second purchase rate by over 25%
• Decrease CX tickets from new customers
• Increase review and UGC participation from first-time buyers

Download the Template

Get the Onboarding Video Script Outline

Want Help Bringing It to Life?

Request a free retention audit and we’ll help you craft, film, and place a video that turns first-time buyers into repeat customers.