Software Onboarding Message Practice: Closing Lines and Follow-Ups
Closing lines and follow-ups are the finishing touches that determine whether your onboarding message feels complete, polite, and professional. A weak closing can undo the clarity of your earlier instructions, while a strong one leaves the reader confident and ready to act. This guide gives you direct, practical closing lines and follow-up phrases for software onboarding messages, with clear explanations of tone, context, and common pitfalls.
Quick Answer: What Makes a Good Closing Line in Onboarding?
A good closing line does three things: it signals the end of the message, tells the reader what to do next, and maintains a helpful tone. For example, instead of writing “Let me know if you have questions,” which is vague, write “Please try the steps above and reply if anything is unclear.” The second version is specific and actionable. Follow-ups should be short, timely, and focused on one next step.
Understanding Closing Lines by Context
Closing lines change depending on whether you are writing an email, a chat message, or a note inside the software itself. The tone also shifts between formal onboarding (for enterprise clients) and informal onboarding (for small teams or individual users). Below is a comparison table to help you choose the right closing for your situation.
Comparison Table: Closing Lines for Different Onboarding Scenarios
| Scenario | Formal Closing | Informal Closing | Best Used For |
|---|---|---|---|
| Email after account setup | “Please confirm receipt of this message and proceed with the steps above. We are available at [email protected] for any clarification.” | “Let me know once you have logged in. Happy to help if you get stuck.” | First contact with a new user |
| Chat message during a live demo | “I will now hand the session over to you for questions. Thank you for your time.” | “Go ahead and try it out. I am here if you need me.” | Real-time interaction |
| Follow-up after no response | “I am writing to follow up on the onboarding steps shared on [date]. Please let me know if you require further assistance.” | “Just checking in! Did the setup work on your end?” | Re-engaging a user |
| Closing a completed onboarding | “We consider your onboarding complete. You may now explore advanced features at your own pace. Our help center is always open.” | “You are all set! Start using the tool and reach out anytime.” | Ending the onboarding process |
Natural Examples of Closing Lines
Here are realistic examples you can adapt directly. Each example includes a note on tone and context.
Example 1: Formal Email Closing for a New Enterprise User
“Thank you for completing the initial setup. Your team now has access to all core features. Should you encounter any issues during the first week, please contact our dedicated support line. We look forward to a successful partnership.”
Tone note: This closing is respectful and leaves no ambiguity. It is appropriate for B2B onboarding where the relationship is professional.
Example 2: Informal Chat Closing for a Freemium User
“That is it for the basics. Go ahead and play around with the dashboard. If something looks weird, just drop a message here. Have fun!”
Tone note: Friendly and low-pressure. Works well for consumer apps or trial versions.
Example 3: Follow-Up After a User Has Not Logged In
“Hi [Name], I noticed you have not logged in since we set up your account. The first step is simply opening the app and clicking ‘Start Trial.’ Let me know if you need a quick walkthrough.”
Context: This follow-up is specific about the missing action and offers help without sounding pushy.
Common Mistakes in Closing Lines and Follow-Ups
Even experienced writers make these errors. Avoid them to keep your onboarding clear and effective.
Mistake 1: The Vague “Let Me Know”
“Let me know if you have any questions.” This is the most overused closing in onboarding. It does not guide the reader. Instead, say “Please reply with your first question, and I will answer within 4 hours.”
Mistake 2: No Clear Next Step
“We hope you enjoy the software.” This sounds like a goodbye, not a closing. A better alternative is “Your next step is to invite your team using the ‘Add Members’ button. Let me know once that is done.”
Mistake 3: Too Many Instructions in the Closing
“Please complete step one, then step two, then email us, and also check the settings.” This overwhelms the reader. Keep the closing to one action only.
Mistake 4: Using the Same Closing for Every User
A closing that works for a tech-savvy user may confuse a beginner. Adjust your closing based on the user’s experience level.
Better Alternatives for Common Closing Phrases
Below are weak closings and their stronger replacements.
- Weak: “Feel free to reach out.” Better: “Reply to this email if the login screen does not appear.”
- Weak: “Hope this helps.” Better: “Please confirm that the steps worked for you.”
- Weak: “Looking forward to hearing from you.” Better: “I will check back with you tomorrow at 10 AM to see your progress.”
- Weak: “Thanks in advance.” Better: “Thank you for taking the time to complete the setup today.”
When to Use Different Follow-Up Styles
Follow-ups are not one-size-fits-all. Use this guide to match your follow-up style to the situation.
When the User Has Not Responded After 48 Hours
Send a short, polite reminder. Example: “Hi [Name], just a quick nudge about the onboarding steps I sent on Tuesday. Please let me know if you need any help getting started.”
When the User Has Completed the First Step
Acknowledge their progress and guide them to the next step. Example: “Great job completing the profile setup! The next step is to connect your data source. Click the ‘Integrations’ tab to begin.”
When the User Reports a Problem
Thank them for the report, confirm the next action, and set expectations. Example: “Thank you for flagging this. I have forwarded it to our technical team. You will hear back within one business day.”
When the User Asks a Question You Cannot Answer Immediately
Acknowledge the question and promise a follow-up. Example: “That is a good question. I need to check with our product team. I will reply with a full answer by tomorrow afternoon.”
Mini Practice Section
Test your understanding with these four questions. Write your answers, then check the suggested answers below.
Question 1
You are onboarding a new user via email. They have just completed the account setup. Write a closing line that asks them to try the main feature.
Question 2
A user has not logged in for three days after the initial onboarding. Write a short follow-up message.
Question 3
You are ending a live chat onboarding session. Write an informal closing line.
Question 4
A user replies saying they are confused about step two. Write a closing line for your reply that offers specific help.
Suggested Answers
Answer 1: “Your account is ready. Please click the ‘New Project’ button to create your first project. Reply if anything looks different from the guide.”
Answer 2: “Hi [Name], I wanted to check if you ran into any issues during setup. The first step is just opening the app and logging in. Let me know if I can help.”
Answer 3: “That covers the basics. Go ahead and try the search function. I will be here if you need me. Talk later!”
Answer 4: “I understand step two is unclear. Please try this: go to Settings > Account and look for the ‘API Key’ option. Let me know if you find it or if you see a different label.”
FAQ: Closing Lines and Follow-Ups in Onboarding
1. Should I always include a call to action in my closing line?
Yes, unless the onboarding is completely finished. A call to action tells the reader what to do next. Without it, the reader may pause or forget the next step. Even a simple “Please confirm you received this” is better than no action.
2. How long should I wait before sending a follow-up?
For most onboarding, wait 24 to 48 hours after the initial message. If the user has not responded, send a gentle reminder. If they have started but stopped, wait two to three days. Avoid sending more than two follow-ups without a reply.
3. Can I use humor in closing lines?
Only if you know the user well. In formal B2B onboarding, humor can seem unprofessional. In casual consumer apps, a light joke can work. When in doubt, stay neutral and helpful.
4. What is the best way to close a follow-up that gets no response?
After two unanswered follow-ups, send a final message that clearly states the next step. For example: “I have not heard back, so I will close this ticket. You can reopen it anytime by replying to this email.” This gives the user control without pressure.
For more guidance on writing effective onboarding messages, explore our Software Onboarding Message Starters and Software Onboarding Message Polite Requests sections. If you have questions about this guide, visit our contact page or check our FAQ for common queries. You can also review our editorial policy to understand how we create these resources.