Stop Leaving New Customers in the Dark: Use This Welcome Guide Template to Build Trust and Increase Repeat Purchases

Your First-Time Customers Need More Than a Receipt

They need to know what happens next. How to use your product. What to expect from shipping. Where to get help. And most importantly, whether they made the right choice buying from you.

Sticky Digital’s New Customer FAQ & Welcome Guide Template gives you a plug-and-play way to deliver all of that—without building it from scratch.

What Is It?

This is a customizable Google Doc-style template built for Shopify DTC brands who want to make their post-purchase experience feel supportive, trustworthy, and on-brand.

Download the New Customer Welcome Guide Template (DOCX)

It includes editable sections for:

  • Product care and usage
  • Shipping timelines and tracking
  • Returns, exchanges, and support access
  • Your brand story and mission
  • Referral programs, loyalty rewards, and FAQs

Why It Matters

When you give customers clarity and confidence early, you reduce refunds, avoid negative reviews, and improve the likelihood of a second purchase. This is a must-have tool for improving your first purchase experience.

How to Use the Template

Step 1: Customize the Copy

Use your brand voice. Keep it simple. Don’t overexplain—educate. A clear answer builds trust faster than a marketing slogan ever could.

Step 2: Add It to Your Post-Purchase Sequence

  • Link it in your order confirmation email
  • Include it as a QR code insert in your packaging
  • Feature it on your thank you page or loyalty dashboard

Step 3: Track What Changes

Monitor support ticket volume, CSAT/NPS scores, second purchase timing, and product review quality. This guide helps eliminate post-purchase friction that kills retention.

Why It Works

This is the same structure our Sticky Digital team has used to help clients:

  • Reduce new customer service tickets by 20%+
  • Improve UGC and review rates by 15%+
  • Shorten the average time to second purchase

It's not a "welcome email." It's a retention asset in disguise.

Download the Template

Get the New Customer Welcome Guide Template

Need a Full Retention Strategy?

We don’t just give you templates—we build systems that turn first-time buyers into high-LTV customers. Request a free retention audit and let us help you put your post-purchase experience to work.

Back to blog