Most churn happens in the first 30 days because users fail to activate. An onboarding FAQ surfaces the questions new users actually hit during setup and first use, before those questions become support tickets or silent drop-offs. It is one of the highest-ROI documentation efforts because it directly affects activation rate.
Onboarding FAQs answer the immediate questions in the first 1-7 days: how do I add my team, how do I connect my data, what is the first thing I should set up, where do I find the [common feature], how do I undo this. They are written for someone who has never used the product before and skims fast. TinyGTM grounds these in your in-app onboarding flow, support ticket data, and product docs.
Examples of the questions a customer onboarding FAQ block typically covers. TinyGTM produces persona-specific variations of these grounded in your source material.
Paste your in-app onboarding copy, your getting-started guide, your first-week activation email sequence, and the top 30 support tickets from new users (created within 30 days of signup). New-user tickets are the highest-leverage input.
Three places: the in-app help widget (so the answer is one click away during setup), the getting-started page in your docs, and inside your activation email sequence as embedded links. Multiple surfaces because new users do not know where to look.
Scope. Onboarding FAQs focus only on the first 30 days. Help center FAQs cover the full product. Onboarding FAQs are simpler in language and assume zero prior knowledge.
Every time the onboarding flow changes, and every quarter to incorporate new common tickets. New-user behavior shifts quickly. TinyGTM makes regenerating affordable so updates are not a project.
Yes. Trigger specific FAQ answers contextually inside your in-app onboarding (when the user hits a known confusing screen). Most product tour tools support this. The JSON export from TinyGTM makes the FAQ machine-readable.
Well-placed onboarding FAQs typically lift activation rate 5-15% by removing the friction of waiting on support. The lift is highest when FAQs appear in the exact moment of confusion (in-app contextual help).
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