While working on my customer service platform at Intelswift, I realized how easy it is to lose new customers if onboarding feels overwhelming. At one stage, we noticed people signing up but not sticking around, so we focused on making those first steps easier. We added short tutorial videos for quick wins, built simple help articles for those who like to read, and made sure live support was fast if anyone got stuck. On top of that, we started asking customers directly what they needed during the first 24 hours, which gave us insights we never would have guessed ourselves. That combination helped retention improve quite a bit. It showed me that the first experience is less about features and more about removing friction and making people feel guided. For those of you running small businesses, what have you done to make the first experience smoother so customers actually stick?