How to Make a Software Onboarding Conversation Easy to Understand
To make a software onboarding conversation easy to understand, focus on using short, clear sentences, avoid technical jargon unless you explain it immediately, and confirm understanding with simple check-ins. The goal is not to impress the new user with your knowledge but to help them feel confident using the software. This guide gives you the exact phrases, tone adjustments, and practice you need to achieve that.
Quick Answer: The Core Principle
Use plain language. Replace “navigate to the configuration panel” with “go to settings.” Replace “initiate the process” with “start.” If you must use a technical term, define it in the same sentence. Always pause to ask, “Does that make sense?” or “Any questions so far?”
Why Onboarding Conversations Get Confusing
Most confusion comes from two sources: the speaker uses too much internal company language, or the speaker assumes the listener already knows the software. A good onboarding conversation treats the listener as a capable beginner. You respect their intelligence but do not assume their familiarity with your tool.
Formal vs. Informal Tone in Onboarding
Your tone should match the situation. In a written email or a formal training session, use polite, structured language. In a quick chat or a one-on-one video call, a friendly, informal tone works better.
| Situation | Formal Example | Informal Example |
|---|---|---|
| Email invitation to training | “We would like to invite you to a brief onboarding session to review the key features of the platform.” | “Hey, let’s hop on a quick call to walk through the main features.” |
| Explaining a feature live | “Please click the ‘Settings’ icon located in the upper right corner of your dashboard.” | “Just click the gear icon up here on the right.” |
| Checking for understanding | “Do you have any questions regarding the steps we have just covered?” | “Any questions so far? All good?” |
Nuance: Formal language is safer for written records and larger groups. Informal language builds rapport faster in one-on-one settings. Choose based on your relationship with the user and the medium.
Natural Examples for Software Onboarding
Here are three realistic dialogues that show how to keep things clear.
Example 1: Starting a Project (Informal Chat)
You: “Okay, to start a new project, click the blue button that says ‘New Project’ at the top. See it?”
User: “Yes, I see it.”
You: “Great. Click that, and a form will pop up. Just give your project a name and hit ‘Create.’ That’s it.”
Example 2: Explaining a Report Feature (Formal Email)
You: “To generate a weekly report, navigate to the ‘Reports’ tab on the left sidebar. Select ‘Weekly Summary’ from the dropdown menu. The report will be generated automatically and will appear in your downloads folder.”
Example 3: Handling a Confusing Step (Live Call)
You: “The next part can be a little tricky. When you see the ‘Permissions’ screen, you need to check the box next to ‘Editor.’ That gives the person access to edit content but not change settings. Does that make sense?”
User: “So, ‘Editor’ means they can write but not change the backend?”
You: “Exactly. You’ve got it.”
Common Mistakes That Make Onboarding Hard
Avoid these errors to keep your conversation clear.
Mistake 1: Using Acronyms Without Explanation
Bad: “You need to set up the SSO before you can use the CRM.”
Better: “First, we need to set up Single Sign-On, or SSO. That lets you log in with your company email. After that, you can use the Customer Relationship Management tool, or CRM, to track your clients.”
Mistake 2: Giving Too Many Steps at Once
Bad: “Click here, then go to settings, find the integrations tab, scroll down, toggle the API switch, and then save.”
Better: “Let’s start with step one. Click the ‘Settings’ icon. Done? Okay, now find the ‘Integrations’ tab on the left. Let me know when you see it.”
Mistake 3: Assuming the User Understands Your Workflow
Bad: “Just follow the standard approval process.”
Better: “To get approval, you will submit the request here. Your manager will get an email. Once they approve it, you will see a green checkmark.”
Better Alternatives for Common Phrases
Replace vague or complex phrases with direct ones.
| Avoid This Phrase | Use This Instead | When to Use It |
|---|---|---|
| “You will need to authenticate your credentials.” | “Please log in with your email and password.” | When explaining the login process. |
| “Populate the required fields.” | “Fill in the boxes that have a star next to them.” | When asking someone to complete a form. |
| “Execute the command.” | “Press the ‘Run’ button.” | When giving a direct action instruction. |
| “We will onboard you to the system.” | “I will show you how to use the system.” | When starting the conversation itself. |
How to Check for Understanding Without Being Annoying
Asking “Do you understand?” can make the user feel pressured. Use softer, more natural check-ins.
- “Does that match what you were expecting?” – Good for the start of a demo.
- “I know that was a lot. What part would you like me to go over again?” – Good after a complex explanation.
- “On a scale of 1 to 10, how clear is that step?” – Good for a quick, low-pressure check.
- “Let me pause here. Any questions before we move on?” – Good for a natural break point.
Mini Practice Section
Read each question and write your own answer. Then check the suggested answer below.
Question 1: A new user says, “I don’t know where to find the upload button.” How do you guide them clearly?
Your answer: _________________________________
Suggested answer: “No problem. Look at the top of the page. There is a green button that says ‘Upload.’ Click that, and then choose your file from your computer.”
Question 2: You need to explain how to reset a password over chat. What is a clear, step-by-step way to say it?
Your answer: _________________________________
Suggested answer: “First, go to the login page. Click ‘Forgot Password.’ Enter your email address. Check your inbox for a reset link. Click that link and create a new password.”
Question 3: The user looks confused after you explained a feature. What do you say?
Your answer: _________________________________
Suggested answer: “I can see that might be a bit confusing. Let me show you again more slowly. Watch my screen as I do it.”
Question 4: You are writing an email to invite a new team member to a training. Keep it simple and friendly.
Your answer: _________________________________
Suggested answer: “Hi [Name], I would like to invite you to a short training session on [Date] at [Time]. We will go over the basics of the software. It should take about 30 minutes. Let me know if that works for you.”
Frequently Asked Questions
What if the user asks a question I don’t know the answer to?
Be honest. Say, “That is a great question. I am not sure of the answer right now, but I will find out and get back to you within the hour.” Then follow up. Never guess.
How long should an onboarding conversation be?
Keep the first session under 30 minutes. People absorb more information in short bursts. Plan to cover only the most essential features. You can always schedule a follow-up session.
Should I use screenshots or screen sharing?
Yes. Visuals help a lot. If you are in person, point to the screen. If you are remote, share your screen or send a simple screenshot with arrows. A picture often replaces many words.
What is the most important thing to say at the end of an onboarding conversation?
End with an open invitation for future help. Say, “You now know the basics. As you start using the software, you will have more questions. Please feel free to message me anytime. I am here to help.” This reduces anxiety and encourages them to reach out.
For more conversation starters, visit our Software Onboarding Conversation Starters section. If you need help with polite requests during onboarding, check out Software Onboarding Conversation Polite Requests. For guidance on explaining problems, see Software Onboarding Conversation Problem Explanations. To practice your replies, go to Software Onboarding Conversation Practice Replies. For more information about how we create content, please read our Editorial Policy.
