The biggest problem with newcomers is that they start playing before they know how cRPG works. Saw a lot of those back in the days of glory - dude downloads a mod and gets into it without knowing about a website even. And he can't understand wtf is this - why he in other team than he selected and was before? why there are no classes to select? Why he has so less and crap items, and is so weak compared to others around? How to get new gear? He tried to ask in chat, but most of the times,even while others doing their best to help, can't understands what he should do and why he should visit some site etc., so usually leaves and does not come back. I myself manage to understand all this from second attempt in months after failed first.
Make step-by-step video guide how to get into, and make it mandatory to watch before.