Self-Serve Onboarding
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Problem:
For the platform to detect impersonation sites, brands need to add their root domains and verify that their fonts are correctly embedded. During our initial customer onboardings, engineering manually added domains, verified the font setup, and repeatedly followed up with customers to ensure everything was implemented correctly. This made activation slow, created unnecessary engineering overhead, and added friction for customers to get started on the platform.
Solution:
We designed a self-serve onboarding flow that moved activation from a manual process into the product itself. Customers could select a plan, pay, add and verify their root domains, invite teammates, and start using the platform without engineering intervention.
Result:
Reduced activation time from ~1 week to under 5 minutes and increased onboarding completion from 60% to 100%, closing a critical activation gap that had contributed to losing two customers.
What we solved
The self-serve flow replaced weeks of back-and-forth between sales, engineering, and the customer's team with a single guided experience that gets customers from sign-up to a live account in under five minutes.
CORE FLOWS
Three decisions, three screens
Pick a plan tier, choose a takedown pack, enter payment. Each step is focused on a single choice so the cost structure stays clear when you're spending $1,000+ a month.
Setup that explains itself
After payment, onboarding shifts from a buying decision to a technical one. Adding root domains and verifying font setup are the steps that could lose a non-technical admin. Each screen explains what it does and why before asking for any input.
When something breaks, it's already handled
This is the moment the product earns trust. If font verification fails, the platform automatically contacts the team to resolve it. The customer doesn't diagnose anything — they just know it's being handled.
Your team has access before you hit the dashboard
Invite teammates and assign roles — Admin or Reviewer — so the right people have access from day one.
The impact, overall
The onboarding changed how fast we could get customers live and cut the coordination that used to slow everything down. We're a startup and we still want to be close to our customers, but they should be able to set up the product on their own. If they can't, they'll assume the product itself is too complicated. That's exactly what happened with two prospects we lost before this flow existed.
